How to find an Allegro, Amazon or eBay order from a Zendesk ticket

To find an Allegro, Amazon or eBay order from a Zendesk ticket when the marketplace hides the buyer's email, install Targwell for BaseLinker and open the ticket. Targwell reads order numbers written in the subject or first message and shows the order when the buyer's full name or phone matches the requester, with the badge Matched by order no. + name/phone. Otherwise, type the number into Find an order.

Why the email doesn't match

Marketplaces hide buyer emails behind relay addresses such as allegromail.pl, marketplace.amazon.* and members.ebay.*. BaseLinker stores that relay address on the order, so a customer writing from their own inbox doesn't match it by email. Targwell handles this in three ways, in order.

How Targwell matches orders

1. By email. Every email on the requester's Zendesk profile (up to five) is searched in BaseLinker. An order is kept only when its buyer email is exactly one of them.
2. By the order number in the ticket. Targwell reads numbers written in the ticket subject or first message:

3. By name or phone, for relay emails. When the ticket names an order whose email is a relay address, Targwell shows it if the buyer's full name or phone matches the requester, with a badge saying so.

Anything else the ticket names is listed by number with a masked email, as "The ticket mentions order ..., placed with another email", never shown. An agent can click Look it up to open it on purpose.

Steps when nothing matches

1. Check the ticket for a number. Ask the customer for their order number if it isn't there.
2. Use Find an order. It takes a BaseLinker order number, an Allegro, Amazon or eBay order number, an email or a phone number. Click Find.
3. Open the order. Items, payment, delivery or pickup point and shipments with tracking load in the sidebar.
4. Answer. Insert status in reply adds the order status and tracking to your reply, using the customer-facing status name you set in BaseLinker.

What the agent sees once it's found

What it costs

Targwell for BaseLinker is $9 a month per agent on the Standard plan, with every feature, billed monthly by Zendesk. It has a 14-day free trial; Zendesk asks for a card at install. The Targwell documentation has the full matching rules.