SHIPPINGBO SUPPORT - HOURS AND SCOPE OF ACTION

 

1. Hours and availability

• Monday to Friday: 8:00 AM – 6:00 PM

 

2. Services included in Shippingbo support

✅ Products and features

We support you across the entire Shippingbo product and its native features.

 

✅ Technical problem resolution

Support helps you understand how the software works, resolve any anomalies, and analyze the issues encountered when using Shippingbo.

 

✅ Updates and developments

We assist you following product updates and in case of difficulties related to functional changes.

 

✅ Feedback and continuous improvement

Your feedback is taken into account and passed on to our Product and Project teams in order to continuously improve the platform.

 

✅ Native integrations

We support you on direct integrations natively connected to Shippingbo (CMS, marketplaces, carriers).

➡️ In case of a problem with a third-party tool or an indirect connection, support only intervenes on elements under Shippingbo's direct control (calls for which Shippingbo is the master).

In these cases, Support provides an analysis and Q&A service, without operational handling on third-party systems.

 

3. Services not covered by Shippingbo support

4. Why do these requests fall outside the scope of support?

Migrations, integrations, flow redesigns, advanced optimizations, training or structural issues go beyond the scope of standard support for several reasons.

1. A potentially critical operational impact

These topics can have direct consequences on the processing of your orders, the preparation of parcels, or the management of customs and financial flows. An unscoped intervention can lead to:

• order blockages,

• incorrect shipments,

• invoicing or taxation errors,

• service interruptions.

 

2. High technical and functional complexity

These requests often involve:

• multiple interconnected systems (CMS, ERP, WMS, API, carriers),

• business rules specific to your organization,

• technical dependencies that are sometimes invisible,

• security or compliance constraints.

Support is designed to diagnose, explain and assist, but not to design architectures or redesign flows without an in-depth analysis phase.

 

3. A need for precise scoping upfront

Unlike standard support requests, these topics require:

• a clear definition of the scope,

• an estimate of the workload,

• planning of the steps,

• identification of responsibilities (customer / Shippingbo / third party),

• intermediate validations.

Without this scoping, the risks are:

• misunderstandings about the expected result,

• uncontrolled lead times,

• multiple back-and-forth exchanges,

• customer dissatisfaction.

 

4. Responsibility and security considerations

Support operates within an assistance framework. Professional services, on the other hand, involve structuring choices and formal validations, and can sometimes even imply contractual commitments.

Handling these topics through support would therefore expose the customer to non-formalized decisions, Shippingbo to liability risks, and the teams to situations of ambiguity or unanticipated overload.

 

5. Why handling as a professional service is the right approach

Handling as a professional service allows:

• a complete and secure analysis of your needs,

• coordination between the teams concerned (CS, Project, Product, Technical),

• clear visibility on lead times and deliverables,

• transparent and structured communication.

This is the best approach to secure your operations and ensure the success of your projects.

 

6. In-depth support offers

For in-depth, personalized follow-up, we offer support packages including:

• additional communication channels (chat, phone),

• prioritization of your requests,

• a dedicated support contact.

For any question about our services or to subscribe to a support offer, contact your Shippingbo Account Manager.