How to Stop Getting Duplicate Tickets from eBay

If you're getting duplicate eBay tickets, it's most likely because eBay is sending notification emails to your helpdesk. Thus you have one ticket for an eBay email and another for a ChannelReply API message.

If you think you are receiving two copies of each eBay message from ChannelReply, this could be a bug on our side. The first thing to do is confirm the duplicates are coming from ChannelReply.

First, make sure you have set up ChannelReply tags for each of your eBay accounts. 

Once tags are set up, wait for a new pair of duplicate messages to arrive.

If both messages contain ChannelReply tags, there could be a bug on our side. Please contact us and provide as much info as possible about the error. 

However, if only one has your ChannelReply tag and the other does not, it means there's an email configuration issue.

Above: An eBay message delivered by ChannelReply in Zendesk. The ChannelReply tag is outlined in red in the upper-left and proves this message was delivered by ChannelReply. Data is also available in the ChannelReply app on the right.

To solve this problem, log in to eBay. Then mouse over your name in the upper-left corner and select "Account settings." Choose "Business info." (If you don't see "Business info," click "Personal information.")

Sign back in to your eBay account if prompted. Once you arrive at the screen shown below, find the email settings in the "Contact info" section.

Make sure the address listed here does not forward messages to your Zendesk, Gorgias, Freshdesk, Re:amaze, Help Scout, Zoho Desk or Kustomer account. If you need to change it, click “Edit” next to the “Email address” field.

Once you have entered and saved any email address that does not forward to your helpdesk, you're all set! ChannelReply will deliver your buyer messages and most notifications, and you won't get any duplicates.

Want to learn more about controlling your eBay notifications with ChannelReply? See "How to Enable or Disable ChannelReply eBay Notifications" in our eBay notifications guide.