Customer Messages - Counted
All customer messages received count toward your monthly limit.
Replies - Free
Your replies to customers are always free. They do not count toward your limit.
Free System Notifications
You can send all normal Amazon, Shopify, Walmart, Newegg, Etsy, and WooCommerce notifications to your helpdesk for free. All of these marketplaces support standard email forwarding for their one-way notifications.
We also offer several types of notifications that do not count toward your monthly limit. These are marked as "Free" in your ChannelReply settings. They include:
- Most New Order notifications
- Walmart returns
- eBay payment disputes, invoice requests and cancellations
It's possible to import all other normal eBay notifications for free through email forwarding. We no longer recommend this, though, as eBay has removed the setup options that made this easy to do in the past.
While ChannelReply delivers customer messages for Octopia, Mirakl and TikTok, it does not deliver system notifications for these channels yet. Any system notifications you receive from them will therefore not count toward your limit.
Paid System Notifications
If you opt to send system notifications through ChannelReply, they generally count toward your limit. This is the case for notifications that you choose to have delivered by a ChannelReply-generated email address on marketplaces like Amazon and WooCommerce.
Additionally, any optional notifications in your ChannelReply settings that are not marked "Free" will be counted toward your limit. Most eBay and Back Market notifications, for example, are not marked "Free" and count toward your limit by default.
The upside of paid notifications is that you can often get order data in the app and custom fields. Plus, they may also come with actions, like issuing refunds on eBay Resolution Center Support tickets.
You can opt in or out of almost all system notifications that count toward your limit.