Published on Jul. 25, 2019 | Last updated on Sep. 16, 2024
ChannelReply custom fields are snippets of data taken from Mirakl, WooCommerce, Etsy, Walmart, Shopify, eBay, Back Market, Newegg and Amazon orders. You can use them in advanced Zendesk, Freshdesk, Help Scout, Re:amaze, Zoho Desk, Kustomer and Onsite Support tools. (Gorgias users, see our article on Gorgias variables instead.)
Our Mirakl integration is in closed beta. Contact us to request access.
The title of the item on Mirakl, Etsy, Walmart, Shopify, WooCommerce, eBay, Back Market, Newegg or Amazon.
Order ID
The order ID of the Mirakl, Etsy, Walmart, Shopify, WooCommerce, eBay, Back Market, Newegg or Amazon order. For Walmart orders, this displays the seller order ID.
Order Status
The state of the order on Mirakl, Etsy, Walmart, Shopify, WooCommerce, eBay, Back Market, Newegg or Amazon. There are several possibilities; the Amazon, eBay and Etsy statuses are listed below:
Amazon Order Statuses
Pending Availability (Japan only): A pre-order has been placed.
Pending: Payment has not yet been authorized for the order.
Unshipped: Payment has been authorized, but no items ordered have been shipped yet.
Partially Shipped: Appears on multi-item orders when at least one item has shipped and at least one has not.
Shipped: Every item in the order has shipped.
Cancelled: The order has been cancelled.
Invoice Unconfirmed: All items have been shipped, but the seller still needs to confirm that the invoice was shipped to the buyer.
Unfulfillable: Amazon cannot fulfill the order. Occurs only on FBA orders that were placed outside of Amazon.
eBay Order Statuses
Active: The buyer has not yet initiated payment. Actions like offering a combined invoice or changing the shipping service are still possible.
Cancelled: The order has been cancelled.
Cancel Pending: The buyer has requested a cancellation, but the seller has not yet approved or rejected the request.
In Process: The order is being processed.
Completed: The buyer has paid, and the order has been completed.
Etsy Order Statuses
Open
Unpaid
Processing
Paid
Unshipped
Completed
WooCommerce Order Statuses
pending
processing
on-hold
completed
cancelled
refunded
failed
trash
Order Total
The total amount paid for the entire order, including all item prices, shipping costs, and taxes.
Customer Full Name
The customer’s first and last name as a single field. Sometimes unavailable on Amazon tickets.
Customer First Name
The customer’s first name only. Sometimes unavailable on Amazon tickets.
Customer Last Name
The customer’s last name only. Sometimes unavailable on Amazon tickets.
User ID
The eBay or Etsy buyer’s username or the Mirakl or WooCommerce buyer's Customer ID.
Shipping Address
The shipping address associated with the order. Will display all available info from the following possibilities:
Name
Address Line 1
Address Line 2
Address Line 3
City
County
District
State or Region
Postal Code
Country
Address Type (e.g. RESIDENTIAL, OFFICE or BOTH on Walmart tickets)
Phone Number
Note that field names, order, and availability vary between Etsy, Walmart, Shopify, WooCommerce, eBay, Back Market, Mirakl, Newegg and Amazon. If you prefer to keep your own structure (e.g. not including details like the phone number), you can use the specific shipping address details fields below.
Buyer's Location
On eBay tickets, this field shows the buyer's city, state/province, and country, e.g. Hollywood, California, United States. This information is available even if the customer hasn't purchased anything from you.
On Shopify tickets, this field shows the buyer's billing address. If no billing address is currently available, it will show the buyer's default address.
On Mirakl and WooCommerce tickets, this shows the buyer's billing address.
Shipping Address Name
The name of the person to whom the item is being shipped. May be different from the buyer’s name. Example: John Smith
This field is generally unavailable on Amazon tickets.
Shipping Address Line 1
The street name and number from the shipping address. Example: 111 Something Rd
This field is generally unavailable on Amazon tickets.
Shipping Address Line 2
The customer's apartment number or similar secondary line of their address, if they have one. Example: Apt. 2
This field is often blank, as many customers do not have a second line to their address. This field is also generally unavailable on Amazon tickets.
Shipping Address City
The city in the customer's shipping address. How this is displayed depends on the marketplace and country in question. For example, Amazon US cities are displayed in all caps (e.g. SPRINGFIELD), but Amazon Germany cities are written normally (e.g. Berlin).
Shipping Address State or Region
The state, province, territory, county, or other type of region from the customer's shipping address. This field is available for all marketplaces, but may sometimes be blank. It is fairly common for no region to be included in shipping addresses based in some European countries.
This is also displayed differently across different marketplaces and countries. For example, it's common to see abbreviations of US states and Canadian provinces, like NY for New York and AB for Alberta.
In other cases, they may be spelled out. This is common for British counties and French administrative regions, e.g. West Yorkshire or Bretagne.
Shipping Address Postal Code
The postal code from the customer's shipping address. This includes US ZIP codes, which generally appear in five-digit format.
Shipping Address Country
The country name or country code from the customer's shipping address. Format varies. For example, the United States of America can appear as any of the following:
US (on Amazon, eBay, Etsy, WooCommerce and Back Market)
USA (on Mirakl or Walmart)
United States (on Shopify)
UNITED STATES (on Newegg)
Buyer's Phone Number
Shows the buyer’s phone number. Not available for Etsy, and privacy restrictions on Amazon mean it is only occasionally available on Amazon orders.
Original Email Address
On buyer messages, Original Email Address typically shows the email address that was used on the marketplace. You might see an Amazon shopper's @marketplace.amazon address or an eBay buyer's real email address.
This may be different from what is displayed in your helpdesk. For example, Freshdesk, Re:amaze and Zoho Desk users normally see internal ChannelReply email addresses. They can get the email address needed to contact the customer directly by using this custom field.
Amazon email addresses sometimes have variations as well (e.g. xyz@marketplace.amazon.com and xyz+123@marketplace.amazon.com). ChannelReply will always display a single version of an Amazon user’s email address in your helpdesk to ensure threading works. However, if the user has contacted you through a variation email address, you’ll be able to see that variation address in this custom field.
For Walmart, this will display the buyer's @relay.walmart address. Likewise, on Newegg, it will display the buyer's @marketplace.newegg.com address.
For Shopify, WooCommerce and Etsy, this will display the buyer's real email address.
On eBay tickets where the buyer's real email address is available, this field will display the buyer’s real email address. Our eBay Resolution Center Support notifications always show the real email address here.
Secure Email Address
For Amazon, this field comes into play only on notifications from no-reply addresses. It displays the customer's Amazon email address or addresses if ChannelReply is able to identify which customer the notification is about.
For eBay, this field displays the buyer's @marketplace.ebay address.
Delivery Level
For Amazon, this shows whether this is an Amazon Prime, Premium or Standard order.
For Etsy, Shopify, Mirakl, Newegg or WooCommerce, this shows the shipping level specified for the order (such as Standard Shipping).
Shipping Carrier
The carrier responsible for delivering the item (for example, USPS, DHL, Canada Post, or Royal Mail). This custom field is not yet available for WooCommerce or Amazon MFN orders.
Purchase Date
The date the customer paid for the order.
Earliest Ship Date
The earliest date the customer's Etsy, Walmart, eBay, or Amazon order is expected to ship.
On Walmart orders, no range of dates is provided, so this field provides the estimated ship date.
On Etsy orders, this is the paid date plus the minimum processing days.
Latest Ship Date
The latest date the customer's Mirakl, Etsy, eBay or Amazon order is expected to ship.
On Etsy orders, this is the paid date plus the maximum processing days.
Shipment Date
The date the item shipped. On Etsy orders, this is the Shipment Notified date. This custom field is not yet available for Amazon MFN, Mirakl or Newegg.
Earliest Delivery Date
The earliest date the customer's package is expected to be delivered. On Mirakl orders, this is the Promised At Min date. On Walmart and Shopify orders, no range of dates is provided, so this field provides the estimated delivery date. No data is provided in this field on Etsy, WooCommerce, Back Market or Newegg orders.
Latest Delivery Date
The latest date the customer's package is expected to be delivered. This field only populates on Mirakl, eBay and Amazon orders.
Tracking ID
Shows the package’s tracking number for Etsy, Walmart, Shopify, Back Market, Mirakl, Newegg, Amazon FBA, or eBay orders. This custom field is not yet available for WooCommerce or Amazon MFN orders.
Transaction ID
eBay's, Etsy's or WooCommerce's unique ID for the transaction. Different from IDs used by PayPal and other parties.
eBay Sales Record Number
For eBay sellers who use Selling Manager. Shows the sale record IDs from Selling Manager. Starts with the sale record ID for the entire order and is then followed by IDs for individual items, separated by commas.
Amazon Fulfillment Channel
Displays MFN or FBA depending on whether the order is an MFN (Merchant Fulfilled Network) or FBA (Fulfillment by Amazon) order. MFN orders are orders you are responsible for fulfilling, while Amazon is responsible for FBA orders.
ASIN
The Amazon Standard Identification Number is a unique string of 10 letters and numbers identifying the product. If the item is a book, the International Standard Book Number (ISBN) will be used as the ASIN. ISBNs may contain up to 13 characters.
If the customer has ordered multiple products, the ASINs of all items ordered will be provided in this field, separated by commas.
Item ID
The item ID on Etsy, eBay, Back Market, Newegg, Shopify or WooCommerce. On Mirakl orders, this is the item's offer ID.
SKU
The item’s parent SKU. If the item only has one SKU, it will be assigned to this field.
Variation SKU
The SKU of the specific item variation. For example, if you sell shirts in red and blue, Variation SKU would show you whether the buyer ordered the red or blue variety. SKU would show the parent SKU for the type of shirt.
This field is not yet available for Etsy, WooCommerce, Back Market or Newegg.
Tax Classification Number: CPF
Shows the buyer’s CPF (taxpayer identification number) on transactions in Brazil. Not yet available for Etsy, Mirakl or WooCommerce.
eBay Message ID
The number eBay or Mirakl uses to identify the message you are answering. It is always the number of the most recent message in the ticket.
Alternative Order ID
On Walmart tickets, this will provide the customer order ID, which is the order ID shown to your Walmart customer. This is different from the seller order ID, which is provided in the Order ID custom field.
On eBay tickets, this will provide the extended order ID. This field is highly recommended if you have other eBay integrations, because many apps show only the extended order ID.
On Shopify tickets, this shows the Order Name.
Finally, on WooCommerce tickets, this shows the Order Key.
eBay Amount Saved
The amount the eBay buyer saved on their order thanks to discounts, promotions, etc.
Shipping Fee
The amount the customer paid for shipping on their Etsy, eBay, Shopify, WooCommerce, Back Market, Mirakl or Newegg order.
Total Tax Amount
The total tax the customer paid for their Etsy, eBay, WooCommerce, Back Market, Mirakl or Newegg order.
Item Title with Quantity
Details how many of each item the customer ordered. Written as # x Item Title and separated by commas, e.g. 3 x Blue Widget, 1 x Green Widget, 4 x Red Widget.
Marketplace Channel
Shows whether the order is an Etsy, Amazon, Back Market, eBay, Newegg, Shopify, WooCommerce or Walmart order.
For Mirakl, we're experimenting with different formats for this field to potentially include additional details.
PayPal Transaction ID
Shows the PayPal Transaction ID on eBay orders if PayPal was the payment method. Note that the transaction ID may sometimes be unavailable, even when the order was paid via PayPal.
Payment Method
On Etsy, eBay, Back Market and Mirakl tickets, this will provide the payment method that the buyer used to make the payment. Example possibilities include "cc" for Etsy, “PayPal” or “CreditCard” for eBay, "CARD" for Back Market, and "Visa" for Mirakl.
Action Link
On Amazon tickets, this provides the link that marks the ticket as "no response needed." This can be used in webhook-based automations to automatically mark Amazon tickets as "no response needed." Use responsibly!
Amazon Buyer's Locale
Shows the language/dialect the buyer has selected on Amazon. Possibilities include:
Arabic – UAE (ar-AE)
Bengali – India (bn-IN)
Chinese – China (zh-CN)
Chinese – Taiwan (zh-TW)
Czech – Czech Republic (cs-CZ)
Danish – Denmark (da-DK)
Dutch – Belgium (nl-BE)
Dutch – Netherlands (nl-NL)
English – Australia (en-AU)
English – Canada (en-CA)
English – India (en-IN)
English – Singapore (en-SG)
English – South Africa (en-ZA)
English – UAE (en-AE)
English – UK (en-GB)
English – US (en-US)
French – Belgium (fr-BE)
French – Canada (fr-CA)
French – France (fr-FR)
German – Germany (de-DE)
Hebrew – Israel (he-IL)
Hindi – India (hi-IN)
Italian – Italy (it-IT)
Japanese – Japan (ja-JP)
Kannada – India (kn-IN)
Korean – Korea (ko-KR)
Malayalam – India (ml-IN)
Marathi – India (mr-IN)
Polish – Poland (pl-PL)
Portuguese – Brazil (pt-BR)
Portuguese – Portugal (pt-PT)
Spanish – Mexico (es-MX)
Spanish – Spain (es-ES)
Spanish – US (es-US)
Swedish – Sweden (sv-SE)
Tamil – India (ta-IN)
Telugu – India (te-IN)
Turkish – Turkey (tr-TR)
We have also recently connected Mirakl to this custom field. Language and country codes are currently pulled in raw, appearing in the format "en_GB" without the language and country being spelled out.
Buyer's Note
The contents of the buyer's note about their eBay, Etsy, Mirakl or WooCommerce order, if they added one.
If you have this custom field and New Order notifications enabled, you may be able to create eBay, Etsy and/or WooCommerce buyer note alerts. For example, Zendesk triggers can notify you if you set the condition eBay Buyer's Note | Present. That way you'll never miss delivery instructions.
Message Sent At
The time the customer actually sent you their message on Amazon or Mirakl. If a bug ever results in messages being delayed, this field can help you keep track of your SLA obligations.
ChannelReply Tags
Shows all ChannelReply tags related to the ticket. These include both your own custom tags and our automatic notification tags.
This is mainly helpful for Zoho Desk users. Unlike other supported helpdesks, Zoho Desk does not populate tags until after the ticket is created. This means tags normally can't be used for things like triggering workflows on ticket creation. However, Zoho does populate custom fields as the ticket is created, so this field is critical for things like our Zoho Desk autoresponder.
Seller Name
The name of the Amazon seller who received the message, the seller's username on eBay, or the Shopify store's name. This can be useful if you run customer service for multiple brands.
Provides a link to the Shopify buyer's order status page.
Lifetime Total Orders Value
Shows the lifetime value of the total number of orders placed. It takes into account all the orders a customer has had with you. Only available for Shopify and Walmart.
Total Number of Orders
This field shows the total number of orders a customer has placed on your store. Available for Shopify and Walmart only.
Customer Since
Shows the date when the customer placed their first order on your store. Available for Shopify and Walmart only.
Do ChannelReply Custom Fields Ever Update?
Yes. In Zendesk, Freshdesk, Help Scout, Zoho Desk, Kustomer, and Onsite Support, a ticket's custom fields are updated every time a message is received. They are also refreshed every time the ChannelReply app loads in your right-hand sidebar.
In Re:amaze, custom fields are entered directly into the ticket during ticket creation, so they cannot be updated.
What Can I Do with Custom Fields?
Zendesk
Zendesk supports Etsy, Walmart, Shopify, WooCommerce, Mirakl, Newegg, eBay, Back Market and Amazon custom fields.
ChannelReply custom fields will automatically populate in the left-hand sidebar in Zendesk. Unlike data in the ChannelReply app, data in the left-hand sidebar can be found when searching Zendesk.
Triggers & Automations
You can also create conditions in triggers and other rules based on whether data is present in any custom field.
Note that Zendesk can’t create conditions based on the contents of a field. For example, you would not be able to set a trigger based on whether the Item Title custom field included the name of a specific product. (See below for a workaround.)
Duplicate to Message Body (Workaround for ChannelReply Custom Fields in Zendesk Triggers)
You can have custom field data appear inside tickets. Check the “Duplicate custom field information to message body” box to enable this. The data will then appear at the bottom of each buyer’s first message in a given ticket.
Doing this will allow you to use specific custom field data in Zendesk triggers and other rules. For example, you can use the condition “Comment text | Contains the following string” and then enter an exact ASIN or SKU. Just note that this in-ticket data only appears in the first message and will never be updated.
Autoresponders
Our Zendesk ecommerce autoresponder system can send auto-replies to customers from any integrated marketplace. Since it uses triggers, you can use custom fields in conditions using the workaround above. Plus, you can use them as placeholders in the response itself! That way the customer always gets a personalized reply.
Plus, Freshdesk’s user-friendly “Insert Placeholders” feature makes custom fields a joy to use.
Automations
In Freshdesk, you can also use specific details from custom fields in automations. You can choose any custom field when creating a condition for a ticket creation or ticket update automation. Then, you can base your rule on whether your custom field...
Is or is not
Does or does not contain
Has or does not have any of the words from
Starts or ends with
...the strings you enter. That gives you incredible freedom to automate tasks based on Etsy, Walmart, Shopify, Mirakl, Newegg, eBay, Back Market and Amazon details.
Autoresponders
Our ecommerce autoresponder system for Freshdesk works for all seven of our supported marketplaces. You can use custom fields in your autoresponder exactly the same way you would use them in other automations and in canned responses. With easily customized conditions and personalized replies, it's one of the most powerful systems on the market.
Properties
Custom fields will also appear in the “PROPERTIES” section of the Freshdesk ticket sidebar. However, these details are not searchable in Freshdesk.
Our ecommerce autoresponder system for Help Scout is built on Workflows. As a result, you can use custom fields in your autoresponder conditions. That lets you do all sorts of cool stuff like creating unique autoreplies for people who ordered specific items.
However, you cannot use custom fields as placeholders in the actual message of your autoreply.
Saved Replies and Search
Unfortunately, custom fields cannot be used in Help Scout Saved Replies at this time, and they are not searchable.
In-Ticket Reference
Your custom fields will appear at the top of each conversation for easy reference.
Note: Above screenshot slightly outdated, "does not match" has been added.
Response Templates
ChannelReply custom fields work perfectly in Re:amaze response templates. Simply follow these instructions to set them up.
Autoresponders
You can use custom fields in our ecommerce autoresponder for Re:amaze. This system uses workflows, so you can freely use custom fields to determine whether or not your messages will be sent. Plus, you can personalize your auto-replies by including them in your message!
Search
Custom fields do not appear in Re:amaze search by default. However, you can use our "Duplicate to Message Body" feature to have us add your custom fields to the buyer's first message in each ticket. These fields can then be found in search.
In-Ticket Reference
Your custom fields will appear inside each ticket for easy reference.
Zoho Desk supports Etsy, Walmart, Shopify, WooCommerce, Mirakl, Newegg, eBay, Back Market and Amazon custom fields. You can learn how to set up everything mentioned below in "How to Use Custom Fields from ChannelReply in Zoho Desk."
Templates & Snippets
Zoho Desk users can use custom fields as placeholders in templates and snippets. That means you can auto-fill details about the buyer and their order and send customized replies without touching a keyboard.
It's especially easy to add custom fields to templates. Just hit "Insert Placeholders" and choose any custom field you've generated!
Searchable Data
ChannelReply custom fields appear in the Ticket Properties sidebar in Zoho Desk. Unlike data in the ChannelReply app, data in Ticket Properties can be found in ticket searches, letting you find tickets by order ID, SKU, etc.
Workflows
Zoho Desk may give you more ways to use custom fields in automated workflows than any other supported helpdesk. You can base any rule on whether any custom field...
Is or is not
Does or does not contain
Starts or ends with
...the specific string or comma-separated values you enter. Plus, it also has the options:
Is empty
Is not empty
You can set virtually any criteria you can imagine for your ecommerce support automations!
Autoresponders
Our Zoho autoresponder for ecommerce support has been confirmed to work with Amazon, eBay, Back Market, Shopify and Walmart. Since it lets you send templates using workflows, it gives you all the template and workflow options described above. It's an almost perfect system—just a little tricky to configure.
Views
You can use custom fields as view filters, hiding or showing tickets based on what the field contains.
Reports
Custom fields are available both as columns and advanced filters in Zoho Desk reports.
These let you build incredibly detailed reports. You can either include custom field contents in the report itself, or use a field to determine whether or not a ticket shows up in a report at all.
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