Contact Support

Contact Support

Quick Summary: Reach FedEx support via email, in-portal chat, or the Help Center knowledge base.

Overview

FedEx offers several support channels to help resolve issues with orders, inventory, shipping, and account configuration. Choose the channel that best fits your situation.

Quick Start

  1. For quick questions, click the chat icon in the bottom-right corner of the portal
  2. For detailed issues, email qa-testing+operations@floship.com with your order/ASN reference
  3. For self-service answers, open the Help Center from the portal menu

Support Channels

Email Support

Send an email to qa-testing+operations@floship.com with:

  • Your company name
  • A clear description of the issue
  • The order ID, ASN number, or record reference (if applicable)
  • Screenshots showing the problem (if relevant)

Email is best for complex issues that require investigation, file attachments, or audit trails.

In-Portal Chat

Click the chat icon in the bottom-right corner of the portal to start a conversation with the support team. The chat widget identifies your account automatically.

Use chat for:

  • Quick questions about order statuses or shipping
  • Real-time guidance on portal features
  • Issues that are easier to explain interactively

Note: Chat availability depends on your account configuration. If you don't see the chat icon, use email support instead.

Help Center

Access the Help Center from the portal navigation:

  • Click your profile menu (top right) → Documentation
  • Or click your profile menu → Help

The Help Center provides:

  • Searchable knowledge base articles
  • Step-by-step guides for common tasks
  • Answers to frequently asked questions

You are automatically signed in when accessing the Help Center from the portal.

Workflows

Workflow: Report an Order Issue

When: An order has an unexpected status, missing tracking, or incorrect details.

Steps:

  1. Note the Order ID from the Orders page
  2. Email qa-testing+operations@floship.com with the Order ID
  3. Describe what you expected versus what happened
  4. Attach a screenshot if the issue is visible in the portal

Result: The support team investigates and responds with next steps.

Workflow: Report a Shipping Charge Issue

When: A charge on Pending Invoice or an invoice shipment line looks incorrect.

Steps:

  1. Open Billing and find the affected shipment charge
  2. Note the invoice Reference if the charge is already invoiced
  3. Copy the Order ID and Tracking Number for the shipment
  4. Email qa-testing+operations@floship.com with the shipment details and explain what looks incorrect
  5. Attach a screenshot of the billing line if it helps show the issue

Result: The support team receives the details needed to investigate the charge.

Workflow: Request a Feature or Configuration Change

When: You need a feature enabled, a setting adjusted, or access changed.

Steps:

  1. Email qa-testing+operations@floship.com or use the in-portal chat
  2. Describe the feature or setting you need
  3. Include your company name and the user(s) affected

Result: Your Account Manager reviews the request and applies the change or follows up with details.

Workflow: Escalate an Unresolved Issue

When: A previously reported issue has not been resolved in a reasonable time.

Steps:

  1. Reply to the original support email thread (keeps context together)
  2. Summarize the issue and any reference numbers provided
  3. State the business impact (e.g., shipments delayed, orders stuck)

Result: The support team prioritizes the escalation and provides an update.

Tips for Faster Resolution

  1. Include record IDs — Order ID, ASN number, or tracking number helps support locate the issue immediately
  2. Describe what you expected — Explain what you tried and what result you expected versus what happened
  3. Attach screenshots — Visual context helps diagnose UI and data issues quickly
  4. Use the original thread — When following up, reply to the same email thread so support has the full history
  5. Check the documentation first — Many common questions are answered in the FAQ and throughout this documentation
  6. Include invoice references for billing questions — If a shipment charge is already invoiced, include the invoice Reference as well as the shipment identifiers

Troubleshooting

Issue Cause Solution
Chat icon not visible Chat is not enabled for your account or region Use email support at qa-testing+operations@floship.com instead
Help Center not loading Browser blocking the redirect or pop-up Allow pop-ups for the portal domain, then try again
No response to email Email may have been filtered or support queue is busy Reply to the same thread after 24 hours , or use in-portal chat for urgent issues
Cannot find an answer in Help Center The topic may not be covered yet Email qa-testing+operations@floship.com — the support team can answer directly and may add the topic to the knowledge base
  • FAQ — Common questions and answers
  • Glossary — Definitions of key terms and acronyms
  • Status Codes — All statuses for orders, ASNs, returns, and more
  • Invoices — Review invoice line items and download invoice details

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