Chat with our team
You can chat directly with a Live Agent from our team right in the SellerPortal. "Chat" is available in the bottom right-hand corner during our team's live chat hours from 7AM - 5PM CST Monday through Friday.
This will open our chat platform from which you can speak to our team by clicking "Start Chat"
Note: During non-live chat supported hours, "Talk to Support" will take you to create a ticket for our team
After letting us know the issues you are having we can route you to the appropriate team.
If the issue is more complex, our Chat Support Team will create a ticket for you and the specific Support Team will reach out to you with further updates.
Submit Tickets to Our Team
Don't have the time or prefer not to chat? You can reach our team by submitting a ticket and we will communicate resolution to your email.
Providing the requested information improves routing of your inquiry and will reduce the time to resolve your questions.
Response Timeline:
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For urgent issues that significantly impact business operations or prevent normal business activities, you can expect a response within 5 business hours
- For issues deemed high priority due to their potential for immediate negative impact on business operations, you can expect a response within 1 business day
- For routine inquiries, requests, or tasks related to invoicing, claims, removals, and other standard procedures, you can expect a response within 2 business days
Our business hours are 7am EST - 5pm CST, with an on-site support team to help drive resolution for issues.
From time to time, you may see our help center automation suggest articles that may be applicable to your inquiry or issue and may not need resolution via our Support Team.
If the help center articles provide the answers you require, you will select "Yes, thanks!".
If the help center articles provided does not offer the answers you require you will want to select the "No, I need more help" link and/or reply on the ticket and it will open into our Support Team view to assist.
To protect your privacy, please do not post personally identifiable information (PII) when communicating with the Flexport team. This includes (but is not limited to):
- Social security number (SSN), passport number, driver's license number, taxpayer identification number, patient identification number, and financial account or credit card number.
- Screenshots of information from Flexport integration channels (e.g. Amazon Seller Central) that contain PII.
Frequently Asked Questions:
Q: Should I include my customer in the support ticket when reporting an issue?
A: It's best not to include your customer in the support ticket. Instead, please create a separate ticket when you need to reach out to support for help. Support is only able to make changes and updates based on direction from the merchant or their account representatives themselves.
Q: What information should I include in my support request to ensure a timely resolution?
A: To help us resolve your issue faster, please include all relevant information in your initial request. This should include order numbers, a clear description of your request, and any supporting documentation related to the issue. The more detailed your request, the quicker we can address it.
Q: Can my end customer file a support ticket if their order is impacted by a carrier issue?
A: No, your end customer should not file a support ticket for carrier-related issues or reimbursement requests. Instead, please open a ticket with support on their behalf, and we will assist you in filing a claim.
For more information on submitting and monitoring tickets please review: How do I file and keep track of requests/tickets