Customer · Account and support
Support / Contact us
Writing a request to your courier company from the portal — category, related order, attachments (paste a screenshot, drag and drop); ticket statuses, the company's replies, email and app notifications, closing and reopening a ticket.
When you have a problem, a question or a suggestion about an order, a payment or the service you receive, you can write to your courier company from the portal. Your tickets and the company's replies stay together on the Support / Contact us page instead of getting lost on the phone or in email.
Your tickets go straight to your courier company and its staff reply. All user accounts linked to the same customer record see the same tickets.
Writing a new ticket
- Open Support / Contact us in the left menu and press New ticket.
- Choose a Category (see the table below).
- If the ticket is about an order, pick it from the Related order list. If the order is not in the list, type its number into Search order no. If it is not about an order, leave Not about an order selected.
- Optionally type a Subject. If you leave it empty, the first line of your message becomes the subject.
- In Your message, describe what happened. Details such as time, address and amount help the company solve it quickly.
- If you like, attach up to 3 files: images (screenshots, photos) or PDF, at most 5 MB each. You can paste a screenshot into the message box (Ctrl+V, Cmd+V on Mac) or drag and drop files onto it.
- Press Send. The ticket appears in the list as Open and your company is notified.
| Category | When to choose it |
|---|---|
| Order issue | A delay, a wrong delivery, damage or something about the courier. |
| Payment / invoice | Questions about collections, card payments, refunds, invoices or your balance. |
| Suggestion | You have an idea to improve the service. |
| Other | Anything else. |
Ticket statuses
| Status | Meaning |
|---|---|
| Open | Your ticket is with the company; waiting for its reply. |
| Replied | The company replied; reply if you like or close the ticket. |
| Closed | The ticket was solved or closed. |
For tickets with a company reply you have not read, a number appears next to Support / Contact us in the menu and the list shows a New reply label. The number goes down when you open the ticket.
Replies and notifications
- When you open a ticket you see the whole conversation in date order. The company's replies are framed and labelled Company reply.
- Pressing an attachment previews images and downloads PDFs.
- To reply, type your message in the box at the bottom, attach files if you like and press Reply. The ticket becomes Open again.
- When the company replies, you get an email; if you use the mobile app you also get an app notification. You can turn off Ticket replies notifications in the app under Me › Notifications.
In the mobile app
- In the app, tap Me › Support / Contact us; your tickets are listed under My tickets and you write with New ticket. A number next to the entry shows unread company replies.
- You pick attachments from the camera or the gallery (up to 3 images, 5 MB each). PDFs cannot be attached from the app; use the portal if you need to send a PDF. The name and size of PDFs sent by the company are shown.
- The company's reply arrives as an app notification; tapping it opens My tickets.
Closing and reopening
- If your problem is solved, press Close ticket on the ticket's page. The company can also close a solved ticket.
- You cannot write to a closed ticket. If the problem comes back, press Reopen and describe what happened; the conversation history is kept.
- Open a new ticket for a different subject; one subject per ticket speeds up the solution.
Having trouble?
- The order list is empty: If you do not have permission to see orders or have no orders yet, no order can be linked; write the order number in your message.
- "You sent too many tickets or messages in a short time" warning: You reached the hourly limit. Try again a little later.
- A file cannot be attached: Only images (JPEG, PNG, WebP) and PDF are accepted, each file can be at most 5 MB and a message can have at most 3 files.
- I want to write to Courino (the software company): This page goes to your courier company. For problems with your account, write to your courier company first.