Feature Requests

It would be helpful if you could assign a ticket to two agents who would then work on a case together. This is already possible in direct messages, but not in normal tickets.

As of now it takes upwards 60 minutes for cases to load into the UI. This is by design, I've been told. Need it to be quicker. Two reasons: Some returns we just refund and don't want to pay for a return label/get item back. eBay auto approves these returns and sends the buyer a label that I have to now pay for because we are slow to respond. Second, we see the ticket in the queue and must look at it for an hour until the case finally loads. Need to get the cases refreshing more often.

cases still dont load until the day after. been years its doing this now. multiple chats and emails still not sorted it out. if they are in fact putting prices up to what they say we will definitely be moving.

The suggestion is to bring the Cases Reason to the Cases List, and add a filter by that. So users could filter by reasons that really matter and deal with them in the first place.

I would like to request the ability to export data for cases of returns and refunds as a CSV file with at least the following columns: Case ID, Status, Channel, Buyer ID, Tracking Number, Date Requested, Order Date, and Resolve by. As someone who frequently deals with returns and refunds through Replyco, I have found that it would be extremely helpful to have this feature available. With this data in a CSV file, I could easily analyze it and gain insights into the performance of our returns and refunds process. It would also make it much easier to create reports and share data with others on our team. I believe that adding this feature would not only benefit me, but many other users of Replyco as well. I hope that the team at Replyco will consider my request and work to implement this feature in the near future. Thank you for your time and consideration.

At the moment all replyco shows is that the buyer has requested a refund on the case, when infact some buyers are requesting the item still. This is causing confusion and getting me frustrated buyers

We would like to have a "Resend" button in the Cases section, which will send the message again, if a customer doesn't reply.

I'd like to request for the eBay case interface to be improved. I understand that there are currently bugs with it that are being worked on. I won't comment on those. However, there are number of things that could be adjusted. Please include "Update tracking details for the buyer" as one of the valid options on replyco of responding to cases. It is vital option, available on ebay cases that we cannot take advantage of currently. Improve filtering and sorting of eBay cases. Specifically filtering by multiple conditions and sorting by Status/State/Type so that we can potentially hide away all "Item Shipped" and "Waiting for a buyer response" cases which do not require response. The options that are not available on the case through eBay interface, should not be available in replyco for the same case, which is something that currently happens, leading to confusion. Currently order tags are not functional on cases. I'd like to ask for it to be revised, and those to be made functional.

it doesn't notify you when a customer has replied to your message from a returns request and when a return request comes through

ReplyCo INR not matching eBay INR options. Within eBay, the INR case has the following available responses: (1) Update tracking, (2) Refund, (3) Send message. The ReplyCo UI has the following responses: (1) Close inquiry, (2) Escalate, (3) Refund, (4) Send Message. I need to be able to update the case with the tracking number along with adding a message.