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Please include the Shipoffers SKU for all manual order requests.
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Often times we carry multiple products that look very similar for a few different clients - having the correct SKU leaves no room for assumption and will ensure we enter and fulfill the order correctly.
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Please provide all relevant customer information - Name, Address, & Email
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Order number, customer name, and customer email are the 3 critical pieces of information we need for all types of requests. This expedites your request and allows for the most efficient handling of the resolution. For manual orders, we will need the shipping address as well. If you are requesting a status update or a cancellation, please provide more than just the order number - sometimes multiple orders for the same customer will merge together in our system, which can make searching only by order number unreliable (this is why we need the Name and Email as well).
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We also need all information in your request to be provided in a text format. We ask that you refrain from sending screenshots or other images to provide order information. If you do send an image, please also be sure to provide the needed order information in text. This is critical for the internal operation for our help desk, allows for a much faster resolution, and also reduces potential entry-error when we are able to copy and paste directly instead of manually typing each character while referencing a screenshot. Content in an image is also not picked up on when we try searching for tickets in retrospect, so if we ever need to reference an old ticket of yours for a particular customer, we may not be able to locate it if the order information was not provided in a text format.
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Cancellation & Address Update requests:
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Please try to cancel/update an order on your end prior to the order being transmitted to us. Once an order imports to our system, we are unable to guarantee that it will be able to be edited or cancelled, even if a ticket is submitted shortly afterwards. Of course, we will do our best to catch an order in time whenever we can, but sometimes in the event that the order has already been picked up by our carrier, if the package has been palletized and wrapped already, or if volume is very high, we will not be able to recover the shipment. Due to the uncertain nature of cancellations, unfortunately we are unable to offer credits on orders that were transmitted to us and have already shipped. The sooner the cancellation request is submitted, the better our odds are at catching it as it gives us more time to go through our processes to secure a successful cancellation.
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As these are time-sensitive requests, please use the word "CANCEL" or "ADDRESS CHANGE" etc. in the heading of your request, to ensure we are able to prioritize the tickets in our system at a glance.
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When requesting a cancellation or address update, please ensure you are providing the customer's name and email address exactly as it appears on the order provided to us. Providing a different billing name (we need the shipping name) or email address even one letter off can delay your request as it will not yield results when searched in our system.
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More information is better than less
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If something is missing, we may need to write back to confirm before we can proceed with resolving your request. We appreciate you taking the time to be thorough when submitting new tickets for the fastest resolution!
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