Buyer Contact Data: In order to protect the privacy of the buyer, eBay has certain restrictions in place. One of these restrictions is that sellers on eBay cannot access a buyer’s contact details unless the buyer buys a product. So when a buyer initially contacts you, Freshdesk will only display their eBay screen name. The name of your eBay account (which you configured while setting up the eBay channel) will be added as a tag to their contact.
The moment they buy a product and pay for it, eBay will allow you to access their contact details, send messages and initiate conversations. So, when a payment confirmation is received from eBay for a buyer, his/her contact data - such as Email ID, Phone Number and Address - will be automatically updated in Freshdesk’s Requester Info section and the Contacts Page.
Contact Merge: You can merge contacts from multiple sources (including eCommerce) in Freshdesk. But depending on the Primary and Secondary contact you choose to merge, the accounts linked may behave differently. Check out the following table to find out how each contact interacts with the other.
Primary Contact | Secondary Contact | Behaviour |
eCommerce | Freshdesk - Email/Social/Phone | Contacts merge normally. Tickets related to the accounts will be shown in the Contact Details page. |
Freshdesk - Email/Social/Phone | eCommerce | Contacts merge normally. Tickets related to accounts will be shown in the Contact Details page. |
eCommerce | eCommerce | You cannot merge two eCommerce contacts |
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