Explains available support options, how to submit a request, use the chat widget, take screenshots, and do a screen share, and best practices for submitting a ticket. If you have a question, experience an issue while using ShipStation, or are unable to create labels, ShipStation has multiple support options to meet your needs. Available support options vary depending on your subscription plan level.
Our online help center includes product and feature help articlesintegrations help articlesand troubleshooting help articles so you can learn how to use features or resolve common issues right away.
Use the search bar to search individual words, phrases, or questions. Use the left-side to browse articles based on what task you need to accomplish or feature you wish to use. Community Forum. Interact with and learn from other ShipStation users.
Exchange tips, tricks, workflows, and best practices. You must be logged into ShipStation for the chat option to be available. The phone is listed in ShipStation's Help menu. For all other s, follow the instructions in the How to Contact ShipStation section below.
Click the help menu and choose Get Help to be redirected back to this. If you are unable to log into your ShipStation : review our Troubleshooting Guide for steps you can take to help resolve this issue.
Our support team is here to help you resolve your issues and get shipping as soon as possible. The best way to contact ShipStation's support team is to use the Get Help widget available on our online help center which you are on now. The options available to you will depend on whether you are logged into your ShipStation and what plan you are subscribed to. Anyone can ask a question in the Get Help widget. The widget will offer suggestions for help articles that may answer your question.
Contact shipstation support
If the do not provide what you need, you can then choose Contact Support. If you are not logged into ShipStation, you will be presented a ticket form to fill in and submit your support request. For the widget to offer the other support options available to your subscription plan, you must be logged into your ShipStation.
Follow the instructions below to access the support team through your ShipStation.
Click the Get Help widget on the bottom right of the help center. You'll next see a list of help articles that may provide the information needed to answer your question. Most how-to questions and many troubleshooting needs can be addressed with these help articles. Or, if you cannot find the answer you need, click the Contact Support button.
See the Using the Chat Widget section below for details on the chat functions. See the Submitting a Ticket - Best Ship chat section below for tips on submitting all the information our team will need to resolve your issue right away. We respond to all tickets and chats in the order we receive them, so your wait time may vary depending on the volume of requests. tickets will receive a response within one business ship chat. During high volume periods, response times may exceed one business day.
Please chat or call in for quickest support if your plan includes these channels. For Enterprise syou also have the option to call our Enterprise s support team. The phone to contact the Enterprise s support team will be listed under the Help menu icon when you are logged into ShipStation. If you are unable to log into ShipStation or access the Get Help widget, send an to support shipstation. Once you enter a chat, you have a few more options besides just having a conversation with the support agent.
Our chat widget leaves it up to you to end the chat!
How can we help?
Once the chat is done, click the three dots and then click End Chat. Then click the End button or Cancelto go back to the chat. When you submit a ticket to the support team, it's best to include as much information about the question or issue as possible. This helps the agent to fully understand what you need and answer your question or resolve your issue with their first response.
The information you should include in your initial will depend on what your issue is. Remember ship chat best practices when you submit your ticket:. What is happening and when, if it is consistent or intermittent, which integration is involved selling channel, carrier, etcwhat task you are trying to accomplish when you experience the issue import orders, create a label, print a packing slip, etc.
Name of carrier and serviceif issue is related to labels.
Name of automation ruleif issue is related to automation rules. Type of printerIf issue is related to printing.
Additionally, include if you are printing with ShipStation Connect, when the issue started, if the issue occurs for all print jobs or just certain jobs. Include a screenshot or video. See the sections below if you do not know how to take screenshots or videos.
Any steps you may have already taken to attempt to resolve the issue, if any. When contacting the support team, screenshots or video captures of the issue you're experiencing are extremely helpful. They can ensure the ShipStation team is looking for the issue in the right place, provide hints on how to replicate the issue, and provide information which would ship chat normally be available to the support team member, such as detailed information about an order available in your selling channel but not found in ShipStation.
There are two types of screen captures you can take: the entire screen or the active window. For example, if you have three programs open at the same time, you might want a screen capture of only the active window. You can then attach that file to an or drop it into a chat window to share with another person.
Check out Microsoft's detailed instructions for Windows 8. If you prefer to put a screenshot in the Clipboard, hold down the Control key while you press the other capture key combo. You can then paste the picture into an or document. Check out Apple's detailed instructions for OS X There are other screen capture tools by third-party developers that can help you take and manage screenshots and videos.
Your business is more than a 9 to 5, that's why ours is, too.
Many of these programs also include the ability to edit ship chat annotate the screenshots or videos, so you can resize, add arrows and outlines, or hide information you don't want to share. Monosnap : Monosnap is a free program for both Windows and Mac that also includes a free online storage where you can your screenshots or videos under 5-minute. For these ed images or videos, you'll receive a link to easily share with others.
CloudApp : CloudApp is a program for both Windows and Mac that allows you to take screenshots, modify or annotate images, and share them as needed.
Canada's ecommerce shipping solution
CloudApp offers a free pricing tier that allows you to ship chat basic screenshots and videos, as well as paid pricing tiers if you need to use the program in a more advanced way. Snagit : Snagit is a program for both Windows and Mac that includes more advanced editing and annotation options for images and videos.
Snagit also includes access to a Screencast so you can your saved images and videos and easily share them with others. During a chat or a phone call with one of our support agents, they may request that you share your screen with them. A screen share can help agents to see the issue occur in real-time and get a better idea of exactly what is going on. It's often easier to let them see what's happening instead of attempting to explain it.
The agent can then ensure you are also taking the correct steps to resolve the issue! It's fast, secure, and easy to use. To save time, you can download ShipStation's version of Splashtop SOS before contacting support so you are ready in case screen sharing becomes necessary.
Ship chats with the arctic expedition
Download Splashtop SOS. This will trigger an automatic download of the Splashtop application. The Splashtop. If the download didn't start, click one of the links on the Splashtop web to download manually.
The support agent should now be able to view your screen and interact with it to guide you through the troubleshooting process. When you finish your screen-share session, quit Splashtop by clicking either the Disconnect button or the red X in the corner of the pop-up.
Then click OK in the Disconnect popup.
ship chat There is no harm if you download a new installation, but it is unnecessary. Every time you open Splashtop in the future, the program will generate a fresh, unique ID for the new session. ShipStation Help U. Troubleshooting Guide Contact Support. Support Channel Plan Type Required Description Online Help Center All plan levels Our online help center includes product and feature help articlesintegrations help articlesand troubleshooting help articles so you can learn how to use features or resolve common issues right away. Everyone can view community posts. You must be logged into ShipStation to post and comment.
support All plan levels Send an to our support team and we'll get back to you typically within one business day.