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Connect Amazon

Connect your Amazon seller account and every buyer message arrives in Replyco as a ticket, with the order beside it; the replies you send from Replyco go back to the buyer through Amazon. The connection has two parts: you allow Replyco to read your seller account in Seller Central, and you give Amazon an email address that Replyco provides, so that buyer messages reach Replyco. It takes about ten minutes.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission in ReplycoAdminUsers; see Invite users and set what they can do
A Seller Central login with admin rights for the storeAmazon Seller Central
The country your store sells inSeller Central › Settings › Account Info
A free account on your planAdminBilling; see Billing

Availability: every plan. One Amazon seller account can be connected once per region (Europe, North America, Brazil, and Australia with the Far East).

Steps

Section titled “Steps”

  1. Select + Add Account in the top bar.

    The Add Account page opens with one tile per marketplace, followed by Mailbox Accounts, Order Management System Accounts and Social Media and Phone Accounts. To connect another marketplace, a mailbox or a messenger instead, see Accounts and integrations.

    The Add Account page in Replyco, opened with + Add Account in the top bar. It shows one tile per marketplace: Amazon, eBay, eBay v2 with a Beta badge, Shopify, WooCommerce, BigCommerce, Magento, Etsy, OTTO, Fruugo, Wish, Kaufland and Shopline, followed by Mailbox Accounts further down. The Amazon tile in the top left corner is highlighted; selecting it opens the authorisation dialog for Amazon.
    Every channel Replyco connects has a tile; Amazon is the first marketplace.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “”, marketplace-tiles, enabled. opens the Amazon authorisation dialog
    Also visible
    marketplace tiles; Mailbox Accounts heading
    Purpose
    start connecting Amazon

  2. Select the Amazon tile, then choose your country in Select Shop Country.

    The countries are the United Kingdom, United States, Canada, Mexico, Brazil, Spain, France, the Netherlands, Germany, Italy, Sweden, Poland, Turkey, the United Arab Emirates, India, Singapore, Australia and Japan. Replyco uses the country to open the Seller Central site of your region.

    The dialog Authorize Replyco to sync with Amazon, at its first step, AUTHORIZE. Under the prompt Please choose a Shop Country to continue, the Select Shop Country drop-down is highlighted and empty. Below it the dialog explains that Replyco will not modify or delete your Amazon orders, products or customers and that Authorize redirects you to Amazon to log in; the Authorize button and a Need help? link follow.
    Choose the country your store sells in; Replyco opens the Seller Central site of that region.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    combobox “Select Shop Country”, dialog, empty. lists the Amazon countries
    Also visible
    step AUTHORIZE; Authorize button; Need help? link
    Purpose
    choose the Amazon region

  3. Select Authorize. Seller Central opens in a new browser tab; sign in and approve Replyco’s access.

    Stay in the new tab: the Replyco tab you started from keeps showing the country choice, and the account is saved only in the next step, after Amazon sends you back.

    On Amazon’s authorisation page, which lists the data of your seller account the application may use, tick the check box that directs Amazon to give the application access, then select Confirm. If you are already signed in to Seller Central, Amazon goes straight to this page.

    The authorisation page that Amazon opens in Seller Central after you select Authorize in Replyco and sign in. Its heading reads "Authorise Replyco", and it lists the data of your Selling Partner account the application asks to view and edit: Selling Partner Insights, Inventory and Order Tracking, Buyer Solicitation and Buyer Communication. Below Amazon's notes, the check box "I direct Amazon to provide Replyco access to my Selling Partner account and related data" is ticked, and the pointer is on the Confirm button at the bottom right, next to Cancel.
    Tick the check box and select Confirm to give Replyco access to your seller account.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Selling Partner Insights; Inventory and Order Tracking; Buyer Solicitation; Buyer Communication; consent check box, ticked; Cancel and Confirm buttons
    Purpose

  4. After you approve, Amazon returns you to Replyco, which shows Almost done.... Enter an Account Name, and optionally the name your replies are sent as in Send Name as, then select Authorize.

    Choose an account name your team recognises, for example your store and region; it labels every ticket from this account.

    The Almost done... dialog that Replyco shows after Amazon returns you from Seller Central. Account Name is filled in with Northwind Electronics UK and Send Name as with Northwind Electronics; the Custom SMTP Configuration check box is unticked. The Authorize button below the fields is highlighted; selecting it saves the Amazon account in Replyco.
    Name the account the way your team will recognise it; the account is saved when you select Authorize here.
    What this screenshot shows
    Screen
    Almost done... (/integrations/amazon/success)
    Highlighted
    button “Authorize”, dialog-bottom, enabled. saves the Amazon account
    Also visible
    Account Name: Northwind Electronics UK; Send Name as: Northwind Electronics; Custom SMTP Configuration unticked
    Purpose
    save the Amazon account

  5. Select Copy Email Address to copy the address Replyco created for this account, then select Done.

    You need the address in the next step. You can copy it again at any time from the account’s details under Setup Email Forwarding:.

    The Almost done... dialog after the Amazon account was saved, at the step Set Up Email Forwarding. It says to click the box below to copy your Replyco email to the clipboard, because you will need to add this address to your settings. The Copy Email Address box is highlighted; selecting it copies the address Replyco created for this account. Below it the dialog starts its Instructions, beginning with Click on Settings, choose Account info, with pictures of Seller Central.
    Copy the Replyco address now; you enter it in Seller Central in the next steps.
    What this screenshot shows
    Screen
    Almost done... (/integrations/amazon/success)
    Highlighted
    button “Copy Email Address”, dialog, enabled. copies the account's Replyco address
    Also visible
    Set Up Email Forwarding instructions; Done button
    Purpose
    copy the address Amazon will send messages to

  6. In Seller Central, open Settings › Account Info › Your Seller Profile, select Edit next to the customer service details, and paste the address into both the customer service email and the customer service reply-to email. Select Submit.

    Your Seller Profile lists each marketplace you sell on separately, for example Amazon.co.uk and Amazon.de. Repeat this for every marketplace of the region, with the same Replyco address: one connection covers all the countries of its region.

    The Seller Information page in Seller Central at "Edit customer service details", reached from Your Seller Profile, here for the Amazon.co.uk marketplace. It has three fields: Customer Service Email, marked required, with the note that your customers' e-mails will go to this address; Customer Service Phone, empty; and Customer Service Reply To Email, also required, where your customers' replies to Amazon's order confirmation e-mails go. Both email fields are outlined in red and hold the address Replyco created for the account. Links to Account Info and Back to seller profile sit at the top right.
    Put the Replyco address into both customer service email fields, for each marketplace you sell on.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    marketplace Amazon.co.uk; Customer Service Email with the Replyco address; Customer Service Phone; Customer Service Reply To Email with the Replyco address
    Purpose

  7. (Optional, recommended by Replyco) In Seller Central, open Settings › Notification Preferences, go to Messaging and select Edit. Under each message type, such as Buyer Messages and Confirmation Notifications, select Add another and paste the same address into the new box; keep the addresses that are already there. Select Save.

    The Messaging section of Notification Preferences in Seller Central, opened with Edit. A note says that email addresses configured here or on the email authorisation page will be allowed to respond to an Amazon buyer's message. Four message types are ticked: Buyer Messages, Confirmation Notifications, Delivery Failures and Buyer Opt-out. Each keeps its existing address and has a second box, added with the Add another link below it; the second boxes are outlined in red and hold the Replyco address. The Save button at the top right, next to Cancel, is outlined in red too.
    Add the Replyco address as a second address for each message type, then save.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Buyer Messages; Confirmation Notifications; Delivery Failures; Buyer Opt-out; Add another links; Save and Cancel buttons
    Purpose

  8. In Seller Central, open Orders › Order Reports, choose to add or remove order report columns, and turn on every optional column.

    Replyco requires every optional column to be on.

    Part of the optional columns page in Seller Central, opened from Orders › Order Reports with "Add or remove order report columns". Each optional column has a switch and the report fields it adds: Promotions, Tax Collection Model, Cash on delivery, Ship dates, Item extensions data, Customization info, Business orders, PO Number, Recipient name + PO Number, Prime, Premium order and Buyer tax identifiers. Most switches are on, in orange. The three that are still off, Cash on delivery, Prime and Premium order, are marked in yellow: these are the ones to turn on.
    Every optional column must be on; switch on any that are still off.
    What this screenshot shows
    Screen
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    Highlighted
    “”, , .
    Also visible
    optional column switches; Cash on delivery, Prime and Premium order still off, marked
    Purpose

What happens next

Section titled “What happens next”

The account appears on AdminAccounts and starts to sync at once; to check how its sync is going, see Accounts. Replyco imports your orders from the last two days and then checks Amazon for new orders every few minutes. Buyer messages arrive only after you have entered the Replyco address in Seller Central: Amazon sends new messages to that address from then on, and earlier messages are not imported. When the next buyer message arrives, check that a ticket appears in TicketsNot Resolved. To reply to it, see Answer a ticket.

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
Please select Shop Country to continue.No country was chosen.Choose the country, then select Authorize again.
“You have already added an account for that region.”This seller account is already connected for the same region.Use the existing account on AdminAccounts; each region needs only one connection.
The account is connected but no buyer messages arriveSeller Central › Settings › Account Info › Your Seller Profile: is the Replyco address in both customer service email boxes?Paste the address again from the account’s details and save in Seller Central.
The account shows BlockedAmazon no longer accepts Replyco’s access.See Fix a blocked or silent account.
Section titled “Related”