Amazon

Once you connect the Amazon app from the Channel Talk App Store, you can view and respond to Amazon buyer inquiries directly in Channel Talk conversations. You can also look up orders, cancel orders, confirm shipments, and view return information without leaving Channel Talk.

• Teams using Amazon Seller Central that want to manage buyer inquiries in one place without switching between tools

• Admins who want to streamline workflows so team members can look up orders, handle cancellation requests, and manage returns directly from the conversation

Please check the following before installing the app.

• You need Amazon Seller Central login access. You must be able to log in to the Seller Central account you want to connect.

• You need permission to change the Buyer-Seller Messaging email settings. This setting is required to forward Amazon buyer inquiries to Channel Talk.

• Ask the Amazon account owner to grant the following Amazon Selling Partner API (SP-API) permissions in advance:

  • Buyer Communication: Required to send messages to buyers

  • Inventory and Order Tracking: Required to look up orders, confirm shipments, and cancel orders

  • Direct-to-Consumer Shipping (Restricted): Required to access return and shipping information for Fulfilled by Merchant (FBM) orders

• Go to Channel Settings → App Store and search for the Amazon app.

• Click Install to complete the installation.

Select the marketplace you want to connect, then click Log in with Amazon to authenticate your Seller account.

• If your authentication expires or is disconnected, you can reconnect your account at any time.

Once the connection is complete, a relay email address will be automatically generated at the bottom of the Settings tab. This is the dedicated email address used to receive Amazon buyer inquiries in Channel Talk.

Add the email address you copied above to the Buyer Messaging receiving/forwarding settings in Amazon Seller Central.

• Buyer inquiries will start coming into Channel Talk only after this setting is configured.

Once the connection is complete, buyer inquiries sent through Amazon will automatically appear as Channel Talk conversations. When an agent replies from the conversation, the reply is sent back to the same Amazon inquiry thread.

• Buyer inquiries from Amazon are automatically created as Channel Talk conversations.

• Messages from the same Amazon inquiry thread stay in a single conversation. This keeps the entire conversation in one place so agents can respond with the full context.

• If an order number is included, you can look up the corresponding order information.

• Inquiries without an order number are created as Product Inquiry Without Linked Order. An agent can manually link the relevant order.

• If a reply fails to send, you can check the reason for the failure in the conversation.

• You can view files sent by buyers in the conversation and attach files to your replies. Supported file formats are PDF, JPG, JPEG, and PNG. You can send up to 5 attachments per reply, with a combined limit of 10 MB for the message body and attachments. If an attachment cannot be retrieved, an internal message will notify your team, and you can check the file in Seller Central.

Order information included in Amazon buyer inquiries is shared with team members through internal messages that are visible only to your team.

• The order number, ASIN, SKU, product name, and inquiry subject are shared in the internal message.

• Click the link in the message to open the original inquiry in Seller Central.

You can use ALF to look up individual Amazon orders by order number. You can also send requests to cancel orders or confirm shipments directly from Channel Talk.

1. Go to Support → Settings → Tasks in Channel Talk and create a new task or edit an existing one.

   • Learn more about Tasks

2. Add a function step and select the functions you need:

   • Get Orders (getOrders): Look up order information using an Amazon Order ID.

     • Available information includes order status, order date and time, product name, quantity, ASIN/SKU, and linked return information.

   • Cancel Order (cancelOrder): Request an order cancellation using the order number, cancellation reason, and other relevant information.

     • The cancellation status is recorded in the conversation as it progresses: Requested → Processing → Completed / Failed.

   • Confirm Shipment (confirmShipment): Request shipment confirmation by entering the carrier, tracking number, shipment date, and quantity.

Go to Channel Settings → Integrations → App Store → Amazon → Integration Settings to check and manage the integration status.

• If your authentication expires or is disconnected, you can reconnect the same account.

Please keep the following limitations in mind based on Amazon's policies.

• A buyer's actual email address and phone number are not provided. Buyers are identified using the anonymous identifiers and order information provided by Amazon.

• Messages sent outside Channel Talk are not synced. Replies sent directly from Seller Central will not appear in Channel Talk conversations.

• You cannot import all previous inquiries or search inquiries by a specific date range.

• Available features may vary depending on your Amazon Selling Partner API permissions and account status.