Contact Support

Contact Support

Quick Summary: Use documentation, the configured help site, live chat when available, or qa-testing+operations@floship.com

Overview

Support options connect product guidance with help for account-specific issues. Use documentation for general answers and a support channel for records or settings that need review.

Do not change unrelated orders or records to work around a support problem. Include the record in your request instead.

Quick start

  1. Open Documentation or the help site for general guidance.
  2. Use live chat when the chat control is available.
  3. Email qa-testing+operations@floship.com for investigation or attachments.
  4. Reply in the original thread when following up on a request.

Support channels

Email support

Email qa-testing+operations@floship.com when a question needs account review, attached files, or a record-specific investigation.

Include the relevant reference from the table under What to include. Describe the expected result and what happened instead.

Live chat

Use the chat control when it appears. Review any prefilled details before sending your message.

Add your company name and record reference if those details are missing. If chat is unavailable, use email support.

Documentation and help site

Documentation contains the product guides on this site. The help site contains the separate help destination configured for your account.

Open the avatar or settings control in the left menu. Choose Documentation for these guides or Help when available for the help site.

The Documentation and help-site links can open a new browser tab. The help site may request a portal sign-in.

What to include

Request Include
Any issue Company name, expected result, and actual result
Order issue Order ID, status, and Tracking Number when shown
Billing question Invoice Reference, Order ID, charge date, and shipment amount when shown
Access or setting change Affected users, current menu or control label, and the change requested
Visual issue A screenshot that shows the affected control and relevant account context

Remove passwords, API keys, and other secrets from screenshots and messages.

Workflows

Report an order issue

  1. Open Orders and locate the affected order.
  2. Copy the Order ID, status, and Tracking Number when shown.
  3. Record the expected status or details and the current result.
  4. Add a screenshot when the issue is visible.
  5. Send the details through an available support channel.

Report a billing question

  1. Open Billing.
  2. On Account Statement, select a Sales Invoice reference.
  3. Select the Shipments tab.
  4. Copy the Invoice Reference, Order ID, and Tracking Number when shown.
  5. State the charge, expected amount, and why the line looks incorrect.
  6. Send the details through an available support channel.

Request an access or setting change

  1. Contact support through an available channel.
  2. Include your company name and affected users.
  3. Name the current menu or control and the change requested.

Follow up on an existing request

  1. Reply to the original support thread.
  2. Include the reference numbers from the earlier report.
  3. Summarize the current business impact.

Troubleshooting

Issue Cause Solution
The chat control is missing Live chat is not enabled for the account or did not load Email qa-testing+operations@floship.com with the relevant record
Help or Customer Help Guide is missing The help site is unavailable to the account Use Documentation or email qa-testing+operations@floship.com
The help site does not open The browser blocked the new tab, or the help site is unavailable Allow the new tab and select the option again
The help site opens without your portal session Portal sign-in to the help site did not complete Reopen the help site from the portal, then email support if it still fails
A support reply has not arrived The message may be delayed or need more identifying detail Reply in the same thread with the reference numbers from What to include
You cannot find the required reference The record may be in another section Check the section that holds the record before sending
  • FAQ: review common questions and answers
  • Glossary: find definitions of platform terms
  • Status Codes: review order, shipment, and return statuses
  • Invoices: review invoice line items and references

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