Customer Support Guidelines
Our Customer Support team is here to support you and to help you stress less and grow more. This guide outlines how to submit a ticket to our team.
How do I communicate with Customer Support? Simply submit a support ticket to support@shipessential.com. Our Customer Support Specialist works in our warehouse, so they have a direct line of communication with all the folks to manage your inventory and get your orders out the door.
Who should communicate with Customer Support? Anyone from your team who has a question for us is welcome to reach out. It's generally a good idea, though, to limit the number of people on your team who are in daily communication with support to one person. This ensures that communication is clear and that nothing falls through the cracks.
Can I pass along the Customer Support email to my customer? We will not respond to emails from customers who reach out to us directly. Customer Support is a service that we offer to our brands, and is included in your pricing. In order for us to maintain a high level of service, we will limit our attention solely to inquiries from our brand partners. We ask that you cover all communication with your own customers, and that you not circulate the customer support email outside of your company.
What is a ticket? A ticket is essentially an email that you send to support@shipessential.com. Our average response time is 4 business hours, and if you reach us after business hours, we will respond on the next business day. When submitting a ticket to us, we ask that you provide as much detail as possible. Information such as order numbers, SKUs, and complete addresses will help us take care of your requests quicker.
A couple things to note:
All inventory that is leaving our warehouse must have an order associated with it in ShipHero. We are not able to pull items for pickup or shipment unless there is an order in ShipHero. Our Customer Support team is not able to enter orders for you, so please create an order before sending in your request.
Similarly, all inventory that is dropped off at our warehouse must be accompanied by a Purchase Order that is uploaded into ShipHero. To avoid confusion and mistakes, our team is unable to create Purchase Orders.
Below are the nitty gritty details of how we will field your requests. If you have any feedback or suggestions on how we can improve our service, feel free to reach out to Justin - justin@shipessential.com.
Service levels for correspondence from brands to Ship Essential
Ship Essential Customer Support hours are 10am - 6pm, Monday through Friday
Customer Support will respond to all tickets within 24 hours
Time critical requests (such as rush orders) will be prioritized
We aim to have all non-claims related tickets solved within 48 hours
Claims for lost packages will be filed within 48 hours of request
Customer Support will follow up with brands regarding claims as soon as information is made available by the carrier
Service levels for correspondence from Ship Essential to brands
Time Critical Correspondence
Examples: Missing information for order that is scheduled for shipment, Order changes for shipments that are being sent via expedited service, ie next day air, Rush orders with items that are out of stock.
Customer Support (CS) will notify brand immediately
If no response is received, CS will reach out again after 24 hours
If no response is received, CS will reach out a final time 48 hours from initial email
If no response is received 72 hours from initial email, CS will notify the brand that the ticket is closed
Non-time Critical Correspondence
Examples: Notifications from carriers regarding packages that are stuck in transit, Custom packing supplies are low, Address verification issues for orders being sent via standard shipping methods.
Customer Support (CS) will notify brand immediately
If no response is received, CS will reach out again after 48 hours
If no response is received 72 hours from initial email, CS will notify the brand that the ticket is closed