CRM - Daily Operations

1) How to view and refresh eBay message
Login to SoldEazy, go to CRM > Customer Message

Or you can also click the CRM icon in the page top-right side
* White numbers with blue background are <Customer Message Center>unread message number, white numbers with red background are <Customer Resolution Center> unread message number
Click < Customer Message Center > to view messages

Operation Instructions

1. All: All the unread messages, including Buyer message and eBay system message
2. Not Replied: All not replied messages
3. Buyer Message: All the unread buyer messages
4. eBay Message: All the unread eBay system messages
5. Assigned-to-XXX_YYY: If the specific message has been assigned to the staff sub-account processing, this side will use white texts with green background to display sub-account name and unread message number
6. Tag: If you add a tag to the message, each tag will have a single tag page . It uses white texts with blue background to display the tag name and unread message number
7. Search and filter area: The user can specify the filter criteria for the messages you want to view
8. Client name: If the message sent by eBay buyer, it shows the buyer name. If not, it will display < eBay>
9. Message type: If the buyer initiates the enquiry from the order, it will display <Order Enquiry > . If the buyer does not initiate the inquiry from the order, for example, the enquiry from the item detail page or buyer profile page, it will display <General Enquiry>. If not, it will display < eBay Message>
10. Message Content Extract: here you can preview the message sent by the buyer or eBay. The bottom side illustrates which staff sub-accounts the current message is assigned to and what tags are added. If click it, it will jump to the message detail page
11. Receive Datetime ( 8): Message receive time, it unified as UTC 8 time zone
12. Channel Account: The eBay account to receive the message
13. Replied Status ：If the message has already replied, it shows <Replied>. If not, it shows <Open>. The eBay message do not have replied status.
14. Action: The user can select to view the detail or click the rubbish bin button to delete the message. Reviewing or deleting message here will not affect those message status in eBay backstage
15. Delete Selected: If you want to delete in batches, you can select multiple and click this button
16. Mark Selected As Read: If you want to mark as read in batches , you can select multiple and click this button
17. Settings: you can click it to set all the receive message auto-translate or not (need to buy translation quota)

    

    * If turn on the auto-translation function, every time you open the message, the system will auto-translate the message. But the translated ones do not occupy the translation quota when opening the message next time.

* As the system gets the eBay news regularly, it may be delayed. If the user wants to refresh the news, it can use < Message and Resolution Update> function to obtain the latest news.

2) How to reply to eBay message
Click the message you want to view detail from the message list, then you will go to the message detail page. If the buyer and seller have multiple messages, the messages will order by time, and the page will directly show the latest message.
*If the user turns on the auto-translation in < Message and Resolution Update >, it will translate to the specific language during the viewing

1. Original Message Title
2. Message Tag: The staff sub-account assigned to handle this message and the tag added to the message will be displayed here
3. View Original: Click to view the original message in eBay backstage
4. The grey background dialogue box is the message sent by the buyer
5. Translation Button: Click to use Google translate function to translate the text
6. View Original: Click to view the original message in eBay backstage
7. The light blue background dialogue box is the message sent by the seller
8. If the message is related to the order, the order information will display here
9. If the order has been shipping, the package information will display here

The light blue background area on the page bottom side is the user reply area. The user can choose using the preset message reply content template or using customized content.

* [Tips] The user can use <Template Tag> to quote their store name, buyer’s eBay account name, order ID or other information. < Template Tag > appear in the template with three-layer curly bracket format .

 Click messages that says "Order Enquiry"

You can check corresponding order information and delivery status here

1. Order general information
2. Delivery information
3. Click here to view this specific order details
4. Click here to view all orders from this buyer
   

   

Go to Customer Message Center, click <Action> selection box, choose <Assign to Staff>

Check the staff you want to assign to, click save

1) Logged in as main account user or with CRM admin access

Go to "Order Inquiry" message detail page, on bottom right you can find "More Actions" that can be used, select "Issue Refund"

Then specify refund details and confirm refund

2) Logged in with CRM staff access right

CRM staff can only raise a refund request and wait for approval.

First choose to <Raise a refund request>

Fill in the request details and submit

Then CRM admin can go to CRM > Refund Management

Find the refund request to be approved

Choose <Approve/Reject> under <More Actions>

Review details and approve or reject this request

Go to "Order Inquiry" message detail page, then choose "Cancel Order" under "More Actions"

Choose reason and confirm

Go to "Order Inquiry" message detail page, then choose "Create PayPal invoice" under "More Actions"

Fill in the invoice info and send to the buyer

* Invoice number is a custom text that you can define for this transaction

Go to  CRM > Dispute Case Handling

1. Searching area ：The seller can search according to the Case Status, Resolution Type, channel Account, Case ID, etc. The option 'Dispute' in ' Resolution Type ' need to tick it to active
2. Client Name ：The buyer name and account
3. Resolution Type：Divided into Case, Cancellation, Inquiry, Return and Dispute
4. Image：The first picture of that trading product in the display window
5. Resolution Description：The Resolution message sent by eBay
6. Amount：The corresponding amount of that trading
7. Opened On(+8)：Time of that case proposed (GMT+8)
8. Channel Account：The corresponding seller eBay account of that trading
9. Status：The current status of that case
10. Case Solved ：If the case solved, it shows <Solved>. If not, it shows <Unsolved>
11. Action: The seller can handle the complaint here

If you want to view it, you can click the <View> button on the right side of the record to view the detail

The user can use the handling button on the page to handle the resolution case

1) Add message remarks

Go to Customer message center, click <Action> select box, choose <Add Remark>

Edit internal remark, click <save>

The saved remark will be displayed under relevant message(only visible within SoldEazy)

2) Add message flag

Go to CRM > Message Flag

Click <Add Message Flag>

Select Flag icon type and Flag remark, then save setting

Go to Customer Message Center, mouse over flag selection box to choose flag for your messages