ChannelReply pricing 2026: $39 to $199 a month, billed per message

TL;DR

ChannelReply pricing is $39 a month for 200 marketplace messages, $79 for 1,000 and $199 for 4,000, or $31, $63 and $159 a month on annual billing, with extra messages at $0.05, $0.04 and $0.03. You pay for each customer message you receive, never for your replies, and Shopify messages are free.

The overage rates are set so that Standard plus overage costs exactly the same as Pro at 1,000 messages, and Pro plus overage matches Enterprise at 4,000. So the plan choice comes down to one number: how many buyer messages land in a normal month. On annual billing, move up sooner, at about 840 and 3,400.

ChannelReply is the pipe, not the person answering. It gets Amazon, eBay and Walmart messages into Zendesk, Freshdesk or Gorgias with the order data attached, and then someone still has to write the reply. That second job is where eesel's helpdesk teammate fits: Question Beauty runs it on Gorgias and it handled 990 tickets in a month, closing 280 without a person.

How much does ChannelReply cost in 2026?

ChannelReply costs $39, $79 or $199 a month on its three standard plans, based on how many customer messages you receive each month. I pulled every number below from ChannelReply's pricing page on 2026-10-27.

I work eesel's support queue every day, so I read pricing pages the way a support lead does: what unit am I paying for, and what happens on the busy week before a holiday? ChannelReply's answer to the first question is simple. The unit is a customer message received.

Every paid plan carries the same feature list. That includes unlimited Amazon, eBay, Walmart, Etsy, Shopify, Back Market, Newegg and WooCommerce accounts, unlimited users, one helpdesk integration, custom signatures, order info on each message, threaded conversations, custom fields and tags, an "unwanted text remover", and free onboarding on request. You are not paying for features when you move up, only for message volume and a cheaper overage rate.

The annual toggle says "save up to 20%". The real discounts are 20.5% on Standard ($31 vs $39), 20.3% on Pro and 20.1% on Enterprise, so the label slightly undersells it. On Pro, annual billing is $756 a year against $948 paid monthly.

Two things to know before you start the clock:

• The trial is generous. It's 14 days, no card, and the FAQ says messaging is unlimited during the trial even though the counter shows a 200-message "limit". That makes the trial a free way to measure your real monthly volume.
• The refund window is real. The money-back guarantee page promises a full refund of anything paid in the last 30 days, which ChannelReply frames as "no risk for 44 days" counting the trial.

What counts as a message in ChannelReply pricing?

Every customer message you receive counts toward your monthly limit, and your replies never do. The FAQ on message counting lays it out, and it's more nuanced than the pricing page's one-line answer.

What's free:

• Your replies, always.
• Shopify messages, on every plan (Gorgias users can't use the Shopify integration at all, because Gorgias has its own).
• Standard one-way notifications from Amazon, Shopify, Walmart, Newegg, Etsy and WooCommerce, when you forward them to your helpdesk by email.
• Notifications marked "Free" in your settings, which include most New Order notifications, Walmart returns, and eBay payment disputes, invoice requests and cancellations.

What counts:

• Every customer message from a paid marketplace.
• Most eBay and Back Market notifications, which are on by default. You can switch almost all of them off.
• Optional alerts that aren't marked "Free", such as Amazon or eBay feedback alerts.
• Notifications you route through a ChannelReply-generated email address on marketplaces like Amazon and WooCommerce.

That eBay default is the line I'd check first. On accounts connected after March 29, 2022, ChannelReply delivers "virtually all eBay notifications by default" and generates feedback notifications too. If you sell heavily on eBay, a chunk of your counter can be notifications nobody needs to answer. The paid notifications do come with something useful (order data on the ticket and actions like refunds on eBay Resolution Center cases), so the right move is to keep the ones your team acts on and switch off the rest, such as positive feedback alerts.

From the support side, there's a second thing that trips people up. ChannelReply counts messages, but your team works tickets. A buyer who writes "where's my order?", then "it says delivered but it isn't here", then "ok found it, thanks" is three ChannelReply messages and one ticket.

So when you size a plan from your helpdesk reports, don't use your ticket count. Pull the number of customer messages on marketplace tickets, or run the free trial for two weeks and double the counter. If your ticket reports are all you have, my guide to cost per ticket explains how to get from one unit to the other.

Which ChannelReply plan should you pick?

Pick the plan whose included messages sit just above your normal month. The reason is in how the overage rates are set, and it's neater than most pricing pages I read.

On monthly billing:

• Standard at 1,000 messages is $39 plus 800 extra messages at $0.05, which is $79. That is exactly Pro's price, and Pro gives you a cheaper overage rate on top.
• Pro at 4,000 messages is $79 plus 3,000 extra at $0.04, which is $199. Exactly Enterprise's price.

So there is never a reason to sit on a lower plan past the next plan's allowance. Below it, staying put is cheaper. On annual billing the crossover points move down, because the annual prices are lower while the overage rates stay the same. Standard annual catches up with Pro annual at about 840 messages, and Pro annual catches up with Enterprise annual at about 3,400.

At the top, Enterprise keeps charging $0.03 a message up to 10,000, where ChannelReply asks you to talk to sales. A 10,000-message month on Enterprise works out to $379 on monthly billing and $339 on annual. That's the ceiling for self-serve pricing.

The plan change itself is easy. The account walkthrough shows a Change Plan button where you can upgrade or downgrade at any time, and the counter resets on your billing date. One catch from the terms: downgrading gives no refund or credit for what you already paid, so time a downgrade for the start of a billing month.

What will ChannelReply cost for your message volume?

Type in your monthly customer messages and any paid notifications you plan to keep on. The calculator applies ChannelReply's published base prices and overage rates to every plan and marks the cheapest one.

Enter your monthly customer messages to see ChannelReply's cost on Standard, Pro and Enterprise, monthly or annual, with overage included.

What costs sit outside the ChannelReply plan?

The ChannelReply plan is rarely the biggest line on the bill. ChannelReply has no interface of its own, per its FAQ, so you are always paying for a helpdesk on top, and usually for the people who answer inside it.

For the helpdesk line, I've broken the main options down separately: Zendesk pricing, Freshdesk pricing and Help Scout pricing.

If you're on Zoho, Kustomer or Re:amaze, see my Zoho Desk pricing, Kustomer pricing and Re:amaze pricing guides.

What is the Onsite Support bundle?

ChannelReply is owned by Threecolts, which also sells a helpdesk called Onsite Support. If you use Onsite, ChannelReply is included at $0 with unlimited messages, per ChannelReply's Onsite integration page. Onsite's pricing page lists Onsite at $299 a month with 3 agents included.

The fine print is in the FAQ: the free ChannelReply access lasts only while you have an active Onsite subscription. Switch to another helpdesk later and you move onto a normal ChannelReply plan. It's a real saving if you were going to change helpdesks anyway, and a poor reason to change helpdesks on its own.

What does CR Feedback cost?

CR Feedback is ChannelReply's separate tool for automating Amazon and eBay feedback requests. It doesn't need ChannelReply or a helpdesk, and it's billed as its own subscription.

It has a 30-day free trial. If you run both, you manage them from one ChannelReply account, and Zendesk, Freshdesk, Re:amaze, Zoho Desk, Kustomer and Onsite users can send or cancel feedback requests from inside an Amazon ticket.

Do the marketplace listings match the pricing page?

Mostly, yes, with a few gaps worth knowing so a "Free" badge doesn't confuse your finance team. The helpdesk app stores show the app itself as free because the subscription is billed by ChannelReply, not through the marketplace.

• Zendesk Marketplace: "Free integration" with "Additional fees may apply", 1000+ installs. The header links to "167 reviews" while the listing shows 4.
• Freshworks Marketplace: Free, 4.2 stars from 12 ratings, 300+ installs, works with Freshdesk and Freshdesk Omni.
• Shopify App Store: Free, which matches the $0 Shopify Only plan. One 5-star review.

I also found a few spots where ChannelReply's own pages disagree with each other. None changes the price, but they're worth checking before you buy:

1. Which helpdesks are supported. The pricing page lists seven (Zendesk, Gorgias, Freshdesk, Re:amaze, Help Scout, Zoho Desk, Kustomer). The homepage and FAQ list eight, adding Onsite Support.
2. Which marketplaces are included. The pricing page lists Amazon, eBay, Walmart, Etsy, Shopify, Back Market, Newegg and WooCommerce. The FAQ adds TikTok Shop (US only) and Mirakl and Octopia (both in beta, not available with Gorgias or Help Scout).
3. Support hours. The FAQ says email support is available Monday through Friday. The money-back guarantee page says agents are available seven days a week.
4. Refunds. Section 8.2 of the terms says no refunds if you cancel before the end of a subscription term. The guarantee page promises a full refund of anything paid in the last 30 days and points to a separate refunds policy. I'd read the guarantee as the operative promise for your first month and the terms as the rule after it.

What do sellers say about ChannelReply's value?

The reviews I could find are short and mostly positive about time saved, with one recent complaint about support. ChannelReply holds 4.6 from 21 reviews on Trustpilot, though Trustpilot notes none arrived in the last 12 months.

"ChannelReply has been a game-changer for managing customer messages across multiple platforms. It's incredibly easy to integrate with Amazon, eBay, Walmart, Mirakl, and Shopify, making it so much easier to keep track of everything in one place."

Verified seller review, Trustpilot

The most recent review on the Zendesk listing is less happy, and it's about service, not price:

"App works fine, but issues on the ChannelReply side. Also very bad support, issues going on for months without getting proper replies or resolving it."

Peter Lammertink, Zendesk Marketplace

My read on value: for a seller on three or more marketplaces, $79 a month to get every buyer message into one queue, threaded, with the order and tracking number on the side, is cheap next to what it saves an agent in tab-switching. Amazon and eBay replies go back through the marketplace's own messaging system, so they still count toward response-time rules like Amazon's 24-hour SLA. That's the core thing you're paying for, and it's hard to build yourself.

What the price doesn't buy is anyone to answer. ChannelReply's FAQ points you to rule-based autoresponders built in your helpdesk, and it's upfront about the limits: auto-replies don't satisfy Walmart's customer care requirements, where a human still needs to reply within 48 hours. Once all those messages land in one multi-channel help desk, the cost that grows is reply time.

Who answers the tickets once ChannelReply delivers them?

Your team does, or an AI teammate inside the helpdesk does part of it. This is the question I'd plan for before picking a ChannelReply plan, because the message count you're sizing for is also the workload your agents absorb.

The pattern is familiar from the support side. On a sales call this year, an ops lead at a DTC supplements brand doing about 7,000 Gorgias tickets a month told our team they couldn't keep up and needed AI to handle at least half of email volume, mostly order tracking, subscription changes and basic product questions. Marketplace queues skew the same way: "where is my order", "can I return this", "does this fit my model".

That's the job eesel's AI helpdesk teammate does. It works inside the Zendesk, Freshdesk, Gorgias or Help Scout account ChannelReply already feeds, learns from your past tickets, macros and help center, and either leaves a draft as an internal note or replies itself on the ticket types you allow.

Three published eesel customers show what that looks like on an ecommerce queue:

• Question Beauty runs eesel on Gorgias and Shopify. In a month (8 Aug to 8 Sep 2026) it handled 990 tickets, looked up 290 Shopify orders and closed 280 tickets without a person. Refunds and complaints go to the team with a note attached.
• STIL Classics runs it on Gorgias too, in draft mode. It prepared 320 tickets in a month and left 430 draft replies as internal notes for a person to check and send.
• Innr runs it on Freshdesk, drafting replies in Dutch, German, English or French. Marketplace notifications, courier updates and sales pitches never reach it, which is the same filter you'd want if ChannelReply is dropping eBay notifications into the queue.

That last point matters for cost. eesel bills a ticket as one credit however many messages it holds, and tickets you tell it to leave alone don't count, per the eesel pricing page. So the three-message "where's my order" thread above is three ChannelReply messages but one eesel credit, and the positive-feedback notifications you kept on in ChannelReply don't have to cost anything on the eesel side. If you'd rather have AI write first drafts than send replies, my walkthroughs for Zendesk draft replies and Freshdesk draft replies show the setup.

How does ChannelReply pricing compare with eesel?

They aren't substitutes, so this is a "what does the full stack cost" comparison rather than a pick-one. ChannelReply moves the message; eesel answers it.

Here's a worked example for a seller on Amazon and eBay using Zendesk. Say 2,000 customer messages a month, and say those threads average two buyer messages each, so 1,000 tickets (that ratio is an assumption for illustration; measure yours in the trial). ChannelReply Pro costs $79 + 1,000 extra x $0.04 = $119 a month. eesel's 1,000-credit Teammate plan is $499 a month if it works every ticket, or less on a smaller plan if you scope it to the ticket types it should handle. The helpdesk seats come on top of both, priced on Zendesk's side.

For how that $499 stacks up against hiring, I'd look at the cost per resolution and AI vs human agent numbers.

If you're comparing AI layers inside one helpdesk, I've broken down Zendesk AI pricing, Freddy AI pricing and Gorgias AI Agent pricing separately.

Where eesel isn't the fit: if your helpdesk is Zoho Desk, Kustomer, Re:amaze or Onsite, check eesel's integrations list before planning around it, because ChannelReply supports helpdesks eesel doesn't cover today. And if your marketplace volume is a few dozen messages a month, ChannelReply Standard and your own replies are enough.

Is ChannelReply worth the price?

For a multi-marketplace seller already on a supported helpdesk, yes. Pro at $79 a month for 1,000 messages is the plan most sellers will land on, and the clean overage ladder means you won't get punished for a busy month as long as you move up once you're past 1,000 or 4,000 messages regularly.

I'd go in with three habits:

1. Measure before you pick. Use the 14-day trial, where messages are unlimited, to read your real counter. Size on customer messages, not tickets.
2. Trim the paid notifications. Keep the eBay and Back Market notifications your team acts on, and switch off the ones it skims past.
3. Plan for the replies. The ChannelReply bill stays small. The cost that grows with volume is the time to answer, and that's where AI on the helpdesk changes the math, especially for WISMO questions and other repeat tickets.

If Shopify is your only channel, use the free Shopify Only plan or look at native options in my Shopify customer service apps list. If you're choosing a helpdesk for marketplace selling from scratch, my ecommerce helpdesk guide is a better starting point than any one connector.

eesel for marketplace tickets in Zendesk, Freshdesk and Gorgias

ChannelReply gets your Amazon, eBay and Walmart messages into one queue. eesel's helpdesk teammate works that queue: it reads the ticket with ChannelReply's order data alongside, drafts the answer from your past tickets and macros, and sends it itself only on the ticket types you trust it with. Question Beauty closed 280 Gorgias tickets in a month that way without a person touching them.

You can try it on your own queue for free with 100 credits and no card, and a ticket is one credit however many messages the buyer sends. Try eesel on your marketplace tickets this week.