11 Comments

  • Kay
    Community Moderator

    Hi Henry 👋

    Anything could be happening here, there's not much information to go with. Please provide more details.

    1) The first step would be to check the Suspended Tickets view, and see if the email ended up in there.

    2) If that doesn't work you could check the user with the email address from Ebay and make sure the user isn't suspended, and the email address is verified.

    3) If that also doesn't work you could whitelist the email address from Ebay.

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  • Henry

    great! I actually see some in suspended. why is that happening and how do i get those to show as a regular ticket?

    we miss important emails...

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  • Kay
    Community Moderator

    I will refer you to Understanding and managing suspended tickets and spam, it explains the working and the managing of the suspended tickets in full. 

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  • Henry

    thanks! theres a lttle too much info there.

    Can you please just tell me how to whitelist all emails coming from eBay
    |for example the ones suspended are:
    (ebay@reply5.ebay.com)

    (reply1@seller.ebay.com)

    is the domain .ebay.com?
    can we simply allow all eBay emails?

     

    Please give actual directions and not a help page

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  • Kay
    Community Moderator

    Hi Henry, it's all about helping each other ✌️ the community is mostly run by volunteers like myself. So a little investment of everyone is expected. What your asking is explicitly explained here.

    So you could try adding the ebay.com domain on to your whitelist, see if that helps.
    However it also depends on the reason why the ticket got suspended.
    How to handle the different suspension reasons is explained thoroughly in the article of my previous comment.

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  • Henry

    thanks!
    Is there no direct zendesk support?!

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  • Kay
    Community Moderator

    There is. You can create a new request here. However they will probably advise you to the same article. As it's a very easy solution. Good luck!

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  • Boris

    Hi there, All the ebay customers messages and return requests are coming through fine but customer's order cancellation requests are not coming to zendesk. How to fix this?  

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  • Brett Bowser
    Zendesk Community Team

    Hey Boris,

    You may want to check your Suspended Tickets view to see if those emails are being delivered there. More information in the following article: Understanding and managing suspended tickets

    Otherwise you may want to contact Ebay to see why these emails are not being delivered to your Zendesk account.

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  • Boris

    Hey hey hey hey hey, 

    Yes we did check suspended tickets and eBay said this has got nothing to do with them so you may want to check on your end?

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Boris,

    I'm going to create a ticket on your behalf so our Customer Care team can dig into this further.

    You'll receive an email shortly with your ticket number so feel free to reply back to that with any additional information you can provide.

    Thanks!

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