This guide helps you pick the right form when submitting a support request, so we can connect you with the right team faster. Find the category below that best matches your situation.
Account
For anything related to your Shippo account:
- Billing: invoices, account balance, surcharges, subscription changes, payment method issues, label refunds
- Cancel or close account: request to cancel your account, permanently close an existing account
- Getting started / setup: issues setting up or updating your account, trouble making account changes, trouble setting up your account, general account questions, connecting a carrier or store
- Login or verification: trouble logging in, verifying email, resetting password, 2FA code, verifying your account
- Plan questions: upgrading or downgrading your plan, trial questions, plan features
- Promo code: code not working, eligibility check, credit not applied
- Security: fraudulent charges, unauthorized logins or changes
API
For technical questions or integration help:
- Account setup: API portal or token generation
- Orders: address issues, order creation
- Labels: label creation or refund
- Shipments: returns, pickups/manifests, shipment extras, multi-piece shipments, insurance
- Tracking: webhooks, tracking status, supported carriers
Claims
For problems with shipments:
- Damaged package: UPS, USPS, FedEx, Evri, Canada Post, DPD UK, Royal Mail
- Lost or stolen package: UPS, USPS, FedEx, Evri, Canada Post, DPD UK, Royal Mail
- Insurance: filing a claim with XCover, issues with an existing claim, auto insurance, canceling insurance
Labels
For creating or managing labels:
- Creation: address validation, domestic labels, international labels
- Downloading: expiration questions, errors when accessing the download link
- Printing: label size/file type, printer compatibility, batch printing
Orders
For order setup and management:
- Order management: creating an order, packing slips, uploading via CSV
- Automations
- Batch label purchasing: can't purchase labels in batch, error messages, other batch issues
- Store integration: syncing orders, fulfillment
- Shipping rates: unable to get rates, rate discrepancies
- Multi-piece shipments: errors, general questions
- Hazardous materials: carrier support, limitations
Shipments
For shipment creation or delivery:
- Manifest: questions about manifests, unable to create a manifest
- Pickups: no pickup option, scheduling errors, confirmation details
- International shipments: stuck in customs, customs declaration
- Tracking: incorrect or missing tracking number, status discrepancies, missing scans
- Package delivery: delivery delays (Guaranteed Service refund), intercept requests
- Shipment management: search or filter labels, export shipments