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      Customer Support Feature

      Learn how you can manage all your buyers' and eBay messages & Cases with AutoDS!

      With AutoDS you can manage all your messages from your buyers and eBay, create snippets and filters in one place!

      The “Automatic Messages Sent to Customers” is available for eBay stores only, under each Supplier settings > Orders.

      Automatic Messages-1

      You can watch this video to learn more or continue reading: 

       

      Quick Jump:

      1. Overview
      2. Messages
      3. Returns/Cancellation Requests/Inquiries

      Overview

      Please check the featured numbers in the following image. A detailed explanation of each featured number under the images.

      1.  My Views - here you will find all the filters you chose to save and have a shortcut to

      2. Filter- You can choose to filter your messages by these options (you can pick several filters):

      Once you choose a filter, you will have the option to save it and use it permanently (it will appear under your views):

      3. Bulk change - You can apply changes in bulk such as status changes or mark them as read to all messages or specific ones:

      4.  Message- the message's title

      5. Buyer- your buyer's name

      6. Status- Message's status (New/ Overdue/ Awaiting Seller etc..)

      7. Type- there are 4 types: Case, System conversation (message from eBay), Pre-sale conversation (when the buyer contacts you before the sale) and Post-sale conversation.

      8. Time- the time when the message was received.

      9. Store- the store's name.

      10. Refresh- refresh and sync new messages (if needed)

      Messages

      When you open the message, you will see the message's status, type, and if it is assigned to anyone (if you have VAs then you can assign it to them).

      On the right side of the message, you will find the relevant product/order the buyer is asking about,

      At the bottom, you will have the option to reply or add a note.

       

      NOTE: If you wish to create a brand new conversation with a specific client you can directly go to One of your orders -> Click on the 3 edit dots () -> Send a Message to the Buyer

       

      Tip 💡

      By clicking here, you will be able to add your own snippets and saved replies.

       

       

      Want to have our 42 Pre-Made Professional Replies For Our Buyers? Click here!

       

      Returns/Cancellation Requests/Inquiries

      You can manage returns, cancellation requests, and disputes from customers directly through the AutoDS platform.

      1. Returns

        - Please check the featured numbers in the following image. You will find a detailed explanation of each featured number below the image.



        1)  Reply - Through this section, you can send a message within the return case.
        2)  Note - Through this section, you can leave a note that is only visible through AutoDS.
        3)  Refund - Through this section, you will be able to send a refund to your customer.

        4)  Submit Label -  Through this section, you will be able to Upload the return label.

        5)  Add Tracking Info - Through this section, you will be able to Add Tracking information 

      2. Cancellation Request -

        When you receive new Cancellation requests, you will be able to approve/decline them.

      3. Inquiries/Disputes

        Please check the featured numbers in the following image. You will find a detailed explanation of each featured number below the image.


        1)  Reply - Through this section, you can send a message within the return case.
        2)  Note - Through this section, you can leave a note that is only visible through AutoDS.
        3)  Refund - Through this section, you will be able to send a refund to your customer.

        4)  Add Tracking Info - Through this section, you will be able to Add Tracking information 
      If you have further questions that were not answered in this article, please do not hesitate to turn to us at the support chat - we will be more than happy to assist you.