Contact Shipium Support
Submit tickets for issue resolution via our Shipium customer support Help Center.
About Shipium Support
Although we strive to make sure you never need to contact Shipium for customer support, issues can arise that you need help to resolve. These can range from questions and minor issues to major system outages.
For help resolving your issue, you can consult the Troubleshooting Guide. If you suspect a Shipium service is down or degraded, check Shipium Service Status first. For issues that require Shipium's action, you'll need to submit a Help Center ticket.
This page describes:
Shipium customer support Help CenterAll support requests go through a Help Center ticket.
🔗 Go to Shipium Customer Support ticketing system.
Your ticket will automatically be assigned to a Shipium team member with the expertise to help resolve the problem.
About the priority levels
When you submit your Help Center ticket, you'll be asked to assign a priority level to it. Business hours are considered 8 a.m. to 5 p.m. Pacific Time Monday through Friday (except holidays).
| Priority level | Description | What will happen |
|---|---|---|
| Priority level 1 (P1) | 🚨 This issue pertains to a major disruption, including system outages or safety concerns, that is impacting a significant portion of operations and cannot be resolved without assistance from the Shipium team. | This will page our team day or night, 7 days a week. Initial acknowledgment of the issue will occur within 30 minutes of ticket submission, and you'll receive updates from the team every hour until resolution. |
| Priority level 2 (P2) | ❗ This issue relates to a problem that impacts operational workflows. Although core business functions are not fully impeded, no workaround is available and the issue cannot be resolved without assistance from the Shipium team. | This will page our team during business hours (8 a.m.-5 p.m. PT M-F). Initial acknowledgment of the issue will occur within 2 hours of ticket submission, and you'll receive updates from the team as information becomes available until resolution. |
| Priority level 3 (P3) | ❓ This issue pertains to a minor problem or general inquiry that does not impede core operations or prevent the use of the Shipium platform. These non-critical issues do not severely impact system use and can be scheduled for resolution at a later time. | This will page our team during business hours (8 a.m.-5 p.m. PT M-F). Initial acknowledgment of the issue will occur within 12 hours of ticket submission, and you'll receive updates from the team as information becomes available until resolution. |
How to submit a Help Center ticket
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Access the Help Center.
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Click Shipium Customer Support.
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Choose from two categories: Support or General.
Submit a Support ticket request
Submit a Support ticket request for help with:
- Carrier Selection (carrier selection, labels, or a specific carrier)
- Delivery Experience (delivery promise, tracking, or other delivery experience products)
- Shipium Console UI Problem (including both configuration and reporting)
Submit a General ticket request
Submit a General ticket request for help with:
- Licensing and billing questions (licensing, billing, or other Shipium contractual questions)
- Other questions (any and all other questions that don't fit into the previous category)
- Suggesting a new feature (we want to hear your ideas)
- Suggesting improvements (we'd love to know where we can do better)
Complete and send the customer support ticket form
After you have chosen between the Support and General categories, you'll see a form where you can provide details about your issue.
- Enter information about your issue in the form's fields.
- When you have completed the form, click Send.
The following table describes the most common fields on the form:
| Field title | Required | Description |
|---|---|---|
| Email Confirmation To | ✅ | The email address of the person your organization wants to receive the email confirmation of your ticket submission for this issue |
| Summary | ✅ | A brief one-sentence-or-less summary of the issue |
| Priority | ✅ | The priority level of the issue, with P1 being the highest and P5 being the lowest:
|
| Contact Phone Number | The phone number of the person your organization wishes to be the primary contact for the issue | |
| Preferred Contact | ✅ | The person your organization wishes to be the primary contact for the issue |
| Date and Time | ✅ | The date and time your organization first noticed the issue |
| Browser | ✅ | The browser in use at the time your organization first noticed the issue |
| Service Method | The service method(s) affected by the issue | |
| What functionality are you having an issue with? | A dropdown menu of functionality categories you may be experiencing difficulty with:
| |
| List of Shipment IDs | One or more Shipium shipmentID values for affected shipments | |
| Impacted Carriers | List of impacted carriers, or All if all carriers are affected | |
| Error Code | The response status code and message you are receiving from Shipium (e.g., "400" and "No method available") | |
| Impacted Shipments | The number of shipments affected by the issue | |
| Description | A textual description of the issue | |
| Attachment | Any relevant attachments helpful for resolving the issue |
Some fields marked as required aren't required for every issue category.
Include issue details in your ticket
For a P1 or P2 ticket, the more detail you provide up front, the faster our team can start working on it. Along with the form fields above, include the following in the Description field:
- When the issue started
- Which systems are affected, such as Carrier Selection or Label Generation
- How the issue is affecting your operations, for example, "Many requests are timing out, so packers can't get labels"
- Where the issue is occurring, such as a specific fulfillment center or all fulfillment centers
- Examples that show the problem, such as shipment IDs or sample API calls
Updated 25 days ago