Introduction
The Customer Support feature is a comprehensive messaging and communication management system designed specifically for dropshipping businesses on eBay. This feature allows you to centralize all customer communications, organize messages with filters and views, create reusable message templates with snippets, and efficiently handle customer service issues including returns, cancellations, and disputes. By consolidating all customer interactions in one place, the Customer Support feature streamlines your workflow and helps you provide faster, more organized responses to your buyers.
Important: The automatic messages sent to customers functionality is available for eBay API stores only, and can be configured under each supplier's settings in the Orders Settings section within the Orders tab in the Supplier Settings.
To learn more about the Customer Support feature, you can also watch this video tutorial that provides a complete walkthrough of all functionalities.
How to access the Customer Support feature
To access the Customer Support feature and start managing your customer communications, follow these steps:
Click Customer Support from the sidebar menu on the left side of your AutoDS account.
View all your customer messages, returns, cancellations, and disputes in the centralized page.
Once you access the Customer Support feature, you will see the main page interface that displays all your customer communications organized by filters, views, and message types.
Customer Support feature interface
The Customer Support feature interface is organized into several key components that help you manage messages efficiently.
Understanding each element of the interface will help you navigate the feature and use it effectively for your customer service operations.
Element | Description |
My Views | This section displays all the custom filters you have chosen to save, creating shortcuts for quick access to frequently used message views. When you create and save a filter combination that you use regularly, it will appear in the My Views section, allowing you to access that specific message view with a single click instead of recreating the filter each time. |
Filter | The customer support feature allows you to filter your messages using multiple criteria to help you organize and prioritize your customer communications. You can select several filters simultaneously to narrow down your message view according to your specific needs. Available filter options include:
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Refresh function | The Customer Support feature includes a refresh button that allows you to manually sync and retrieve new messages from your selling channels. If you need to check for new customer communications immediately without waiting for the automatic sync interval, click the refresh button to pull the latest messages into your customer support page. |
Tip: After selecting your desired filter criteria, you will have the option to save this filter configuration permanently. Saved filters will appear under your My Views section, providing quick access to this specific message view whenever you need it.
Bulk actions
The Customer Support feature includes bulk action capabilities that allow you to apply changes to multiple messages simultaneously, saving time when managing large volumes of customer communications.
Available bulk actions include:
Status changes: Update the status of multiple messages at once to keep your message organization current.
Mark as read: Mark selected messages or all messages as read to clear your unread message count.
Assign to team members: If you work with virtual assistants or team members, you can assign multiple messages to specific team members in bulk.
To use bulk actions in the Customer Support feature:
Select the messages you want to modify by checking the boxes next to each message, or click the checkbox at the top to select all messages in the current view.
The bulk change menu will appear at the top of the message list.
Choose the bulk action you want to apply from the available options.
Confirm the action to apply the changes to all selected messages.
Message list columns
The Customer Support feature displays your messages in a list format with several information columns that help you quickly identify and prioritize customer communications. Each column provides specific information about the message:
Column | Description |
Message | Displays the message title or subject line, giving you a preview of what the customer communication is about without opening the full message. |
Buyer | Shows your buyer's name or account identifier, allowing you to quickly identify which customer sent the message. |
Status | Indicates the message's current status, which can be New (unread messages requiring attention), Overdue (messages that have exceeded the recommended response time), Awaiting Seller (messages waiting for your response), or other status indicators that help you prioritize your responses. |
Type | Displays one of four message types to help you categorize the nature of the communication:
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Time | Shows the timestamp of when the message was received, helping you track how long messages have been waiting for a response and prioritize older messages. |
Store | Displays the name of the selling channel store where the message originated, which is particularly useful if you manage multiple stores through AutoDS. |
Managing individual messages
When you open an individual message in the Customer Support feature, you will see a detailed view that provides complete information about the customer communication and tools to respond effectively.
Section | Description |
1. Message header information |
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2. Related product and order information |
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3. Reply and note options | At the bottom of the message interface, you will find two main options for interacting with the customer communication:
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Creating snippets and saved replies
Snippets are pre-written message templates that help you respond to common customer questions quickly and consistently. Instead of typing the same response repeatedly, you can create snippets for frequently asked questions, standard policies, shipping information, return instructions, and other common customer service scenarios.
Tip: By clicking the snippets button (the icon with three horizontal bars) in the reply section inside an individual message in the Customer Support feature, you will be able to click Add New and add your own custom snippets and saved replies that can be inserted into customer messages with a single click.
To access pre-made professional reply templates, click here and get 42 pre-made professional replies for your buyers that cover common dropshipping customer service situations with professionally written responses.
Creating new conversations with buyers
If you need to initiate a new conversation with a specific customer instead of replying to an existing message, the Customer Support feature allows you to create new conversations directly from order records.
To create a brand new conversation with a specific buyer:
Go to the Orders page and locate the specific order.
Click on the order's image or three-dot edit menu (⋮) next to the order and select Edit order.
Click Send a Message to the Buyer at the bottom of the Buyer tab.
Compose your message and send it to the buyer through the Customer Support feature.
This functionality is particularly useful when you need to proactively contact buyers about order updates, shipping delays, product availability issues, or other situations where you need to reach out to the customer first.
Returns management
The Customer Support feature includes comprehensive returns management capabilities that allow you to handle customer return requests directly through the AutoDS platform without switching to your selling channel's interface.
When a customer submits a return request, it will appear in the Customer Support feature under the returns section. The returns management interface provides several tools to process and handle return cases efficiently.
Returns interface options
The returns management section includes five main options for handling return cases. By using them, you can handle the entire return process from initial request to final refund within the Customer Support feature, without leaving the AutoDS platform.
The returns management options are:
Option | Description |
Reply | Through this option, you can send messages within the return case to communicate with the buyer about the return process. Use the reply function to request additional information, provide return instructions, confirm receipt of returned items, or address any questions the buyer has about the return. |
Note | Through this option, you can leave internal notes that are only visible through the AutoDS platform. Notes in return cases are useful for documenting return reasons, recording condition of returned items, leaving information for team members handling the return, or tracking the return process internally. |
Refund | Through this option, you will be able to send a refund to your customer directly from the Customer Support feature. The refund function connects to your selling channel's payment system and processes the refund according to the platform's policies and your refund settings. |
Submit Label | Through this option, you will be able to upload the return shipping label for the customer. If you need to provide a prepaid return label for the customer to ship the item back, use this function to upload the label file, which will be shared with the buyer through the return case. |
Add Tracking Info | Through this option, you will be able to add tracking information for the return shipment. When the customer ships the return package, you can enter the tracking number and carrier information, allowing both you and the buyer to monitor the return shipment's progress. |
Important: Internal notes added through the Note option are useful for documenting return reasons, recording the condition of returned items, leaving instructions for team members handling the return, or tracking the return process progress internally. These notes are only visible within the AutoDS platform and will not be shared with the buyer.
Cancellation requests management
The Customer Support feature includes cancellation request management functionality that allows you to handle buyer cancellation requests efficiently and make quick decisions about whether to approve or decline cancellations.
When you receive new cancellation requests from buyers, they will appear in the Customer Support feature under the cancellation requests section. The cancellation request interface displays all pending cancellations that require your action.
Processing cancellation requests
By managing cancellation requests through the Customer Support feature, you can quickly review cancellation details, make informed decisions, and process cancellations without switching between different platforms or interfaces.
For each cancellation request, the Customer Support feature provides two main options:
Approve: Select this option to accept the buyer's cancellation request and proceed with cancelling the order. When you approve a cancellation, the order will be cancelled in your selling channel, and any necessary refunds will be processed according to your platform's policies.
Reject: Select this option to reject the buyer's cancellation request if the supplier has already shipped the order, cannot cancel with the supplier, or has other valid reasons for declining the cancellation. When you decline a cancellation request, the order will remain active, and you should communicate with the buyer about why the cancellation cannot be processed.
Important: For orders processed through Fulfilled by AutoDS (FBA) or Auto-Order, accepting the cancellation in the Customer Support feature does not cancel the actual order with the supplier. If a buyer requests cancellation and the order was processed using your buyer account (manually or automatically), check your buyer account directly for further assistance regarding the options for cancellation or refund. For orders processed with FBA, wait for the order to ship and request a return label after delivery. Click here to learn more about return requests and other available options for FBA orders.
Inquiries and disputes management
The Customer Support feature includes inquiries and disputes management capabilities that allow you to handle formal customer service cases, disputes, and escalated issues directly through the AutoDS platform.
When customers open formal inquiries or disputes through your selling channel, these cases will appear in the Customer Support feature under the inquiries and disputes section. The inquiries management interface provides several tools to resolve customer issues and close cases successfully.
Inquiries and disputes interface options
By using these inquiry and dispute management tools within the Customer Support feature, you can handle formal customer service cases professionally and work toward successful resolutions without leaving the AutoDS platform.
The inquiries and disputes management section includes four main options for handling cases:
Option | Description |
Reply | Through this option, you can send messages within the inquiry or dispute case to communicate with the buyer about the issue. Use the reply function to address the customer's concerns, provide evidence or documentation, explain your position, offer solutions, or negotiate resolutions to close the case. |
Note | Through this option, you can leave internal notes that are only visible through the AutoDS platform. Use this option to document case-specific information and communicate with your team internally. |
Refund | Through this option, you will be able to send a refund to your customer directly from the Customer Support feature. Offering a full or partial refund is often an effective way to resolve disputes and close inquiry cases while maintaining positive customer relationships. |
Add tracking info | Through this option, you will be able to add tracking information to prove that the order was shipped and delivered. Tracking information is crucial evidence in disputes where customers claim non-delivery, and providing accurate tracking details can help you win cases where items were actually delivered. |
Frequently asked questions (FAQ)
Can I assign messages to my virtual assistants (VAs) in the Customer Support feature?
Can I assign messages to my virtual assistants (VAs) in the Customer Support feature?
If you work with virtual assistants, you can assign messages to specific team members within the Customer Support feature. You can assign messages individually from the message header information section when you open a message, or you can use bulk actions to assign multiple messages to specific team members at once. This ensures that the right person handles each customer inquiry.
What is the difference between the Customer Support feature and the automatic messages sent to customers functionality?
What is the difference between the Customer Support feature and the automatic messages sent to customers functionality?
Both features are available only for eBay API stores. The Customer Support feature automatically syncs and centralizes all customer communications, returns, cancellations, and disputes from your eBay store into the AutoDS platform, allowing you to manage all customer interactions manually by sending replies and organizing conversations in one centralized location. On the other hand, the automatic messages sent to customers functionality automatically sends pre-configured messages to buyers at key order stages, such as placed, shipped, delivered, or cancelled, without requiring you to take action.
You configure automatic messages in Supplier Settings under the Orders Settings section within your settings, while to use the Customer Support feature, access it from the sidebar menu in your AutoDS account, where all your eBay customer communications will automatically appear.