Absolutely. ChannelReply was specifically developed to do just that. Just be aware that how replies are delivered varies from one marketplace to the next.
ChannelReply brings all your Amazon, eBay, Etsy, Back Market, Newegg and Walmart messages into your helpdesk. That helpdesk can be Zendesk, Freshdesk, Help Scout, Gorgias, Re:amaze, Zoho Desk, Kustomer, or Onsite Support. You can help all your customers much faster when you have all your messages on one screen!
We also support Shopify messaging for all supported helpdesks except Gorgias. (Gorgias already comes with the world's best Shopify integration, so we don't try to compete with them there!)
You can answer all messages from Amazon, eBay, Etsy, Back Market, Newegg, Shopify and Walmart from inside your helpdesk.
Your responses to Amazon, eBay, Newegg and Walmart messages are posted to the marketplace's messaging system. That way, your messages count toward all requirements like Amazon's 24-hour response time SLA.
Since Shopify messages arrive by email, your Shopify replies are delivered by email, just as the customer would expect.
Etsy and Back Market work a little differently, though.
The Etsy API does not allow anyone to post replies to Etsy Messages from outside Etsy. However, you can still respond to any message where ChannelReply can identify the customer's email address. This includes all order-related tickets. In such cases, we'll deliver your responses directly to the Etsy customer's email address.
If you want your messages to count as replies within 24 hours on Etsy, you'll need to respond from inside Etsy. You can jump directly to the correct conversation using the Reply on Etsy link we include with each ticket.
Back Market messages are now answered by Back Market staff in most cases. However, you will still sometimes receive messages from Back Market agents and customers. When you reply to a Back Market ticket, your message is delivered to the Back Market agent responsible for solving the issue. They can then decide whether to send your message to the customer or to solve the problem their own way.