Who can contact Shipber Support

• Administrators on your Shipber brand (or organization)
• Authorized users who were granted in-product chat access by an Administrator.
• End users/ fulfillment clients: do not contact Shipber directly. Ask your brand Administrator to submit on your behalf to protect data and maintain permission boundaries.

Note: We may verify your identity and role before discussing account details.

Support Contact

Email 

How to send

1. Send from the email associated with your Shipber user to: support@shipber.com
2. Reply in the same email thread to keep messages on the same ticket.

Include in your message: 

• Brand name (or your Shipber domain)
• Your role (Administrator, employee, etc.)
• Impact (what is blocked, who is affected)
• Steps and the exact error
• Timestamps (with time zone) and any IDs (tracking, request, invoice)
• Screenshot or redacted logs
• Do not include your secrets or credentials

In-product Chat

• Use the in-product chat widget (located in the bottom-left corner of the website).
• Chat is permission-based. If you do not see the widget, contact your Administrator to request access.

Learn how to enable Support Chat permissions → [link] 

Phone / Emergency Channel (if your plan includes it)

• For priority service-impacting incidents only.
• Your Order Form (or the sign-up disclosure) will state if this option is available and how to use it.

Support Hours 

• Support is available during the business hours shown in the chat widget (US holidays observed).

Who to contact

This article is product guidance, not a legal term. No SLA applies unless your Order Form expressly references a separate SLA.

Technical or product issues (including API/webhooks)

→ Shipber Support (chat or email). Please see above for details.

Account or commercial questions (upgraded plans only)

→ Your assigned Customer Manager. For technical issues, contact Support instead.

Community

→ Use for tips and how-tos (examples: workflow setup). Not for urgent incidents, billing, or account-specific data.

Feature requests

→ Post in Community → Feature ideas. Include use case, who is impacted, and why it matters. Votes and comments help us prioritize, but posting does not guarantee delivery or timelines. For security issues or bugs, contact Support instead.

Third-party providers (carriers, marketplace apps)

→ Contact the provider’s support. They are responsible for their own services.