ShipWorks Customer Service — Expert Guide for Power Users

Overview: what ShipWorks support should deliver

ShipWorks (https://www.shipworks.com) is a desktop-to-cloud order-fulfillment platform used by thousands of mid-market e-commerce merchants to manage carriers, labels, and inventory. Effective customer service for ShipWorks is not just reactive ticket handling; it is an operational layer that ensures uptime for printing, carrier API connectivity, rate shopping, and integration with marketplaces (Amazon, eBay, Shopify, WooCommerce, etc.). Expect support to focus on three domains: connectivity (APIs and carriers), configuration (workflows, templates, automation rules), and data integrity (orders, SKUs, and shipping cost validation).

From a buyer’s perspective, excellent ShipWorks customer service reduces average order-cycle time and prevents label failures. In practice, the support function should be measured with hard KPIs — first-response time, mean time to resolution (MTTR), and rollback windows for configuration changes — so that operational teams can plan around predictable SLAs.

Support channels and response expectations

Most professional ShipWorks implementations expose at least three tiers of support: self-service knowledge base, email/ticketing, and phone/escalation. A recommended internal SLA matrix for merchants is: initial triage within 4 business hours for critical carrier outages, 8–12 business hours for major configuration problems, and 24–48 business hours for non-blocking issues. Use these targets with your vendor contract or internal team to set realistic expectations during peak seasons (e.g., holiday surges in November–December).

To expedite resolution, always check the live-status resources before lodging a ticket: carrier status pages (USPS, FedEx, UPS), marketplace APIs, and ShipWorks’ knowledge base at https://www.shipworks.com/support. When calling or opening a ticket, provide precise timestamps, sample order IDs, screenshots of error codes, and the ShipWorks log file (typically exportable via the Help menu) — this cuts triage time by an estimated 40–60% versus generic descriptions.

Troubleshooting workflow and escalation path

A repeatable troubleshooting workflow reduces downtime. Step 1: reproduce the issue in a test workspace or on a single order. Step 2: collect diagnostic artifacts — exact ShipWorks version, Windows build, log exports, failed label XML, and carrier error codes. Step 3: escalate according to impact (P1 = ship-hold, P2 = degraded printing or rates, P3 = cosmetic or non-blocking). Document each step in the ticket to avoid redundant work across shifts.

Escalation should be concrete: if a P1 issue is not acknowledged within the SLA window, the next step is to request Level 2 engineering engagement and a conference call with your tech lead. Maintain an escalation contact list inside your operations handbook with at least two backup contacts and preferred times (in your local timezone) when you require hands-on assistance.

Data and integrations: what to prepare before contacting support

Integration issues are the most common category in ShipWorks tickets. Prepare a minimal dataset: order CSV (5–10 representative orders), mapping table (marketplace field → ShipWorks field), a screenshot of the rule/automation, and the carrier account number/credentials if shipment rate or manifesting fails. This allows support engineers to replicate mapping or authentication failures in under one hour in many cases.

Keep versioning records for integrations — note the ShipWorks release number (visible in About), your marketplace connector version, and dates of any recent updates. When marketplace APIs change (typical cadence: 2–4 breaking changes per year across major platforms), having a timestamped change log cuts regression diagnosis time by up to half.

Pricing, contracts, and support costs

Support models vary: basic email tickets are often included in a subscription, whereas phone-based premium support, on-site consulting, or integration development are billed hourly. Market rates for technical consulting in the e-commerce shipping space generally range from $125–$250 per hour for experienced integrators; block-rate retainers (e.g., 20 hours at a reduced hourly rate) are common for peak seasons. Always ask for a written estimate for any work above one hour.

When negotiating, demand clear boundaries for what is included in “support” versus “professional services.” For example, troubleshooting a carrier API failure is typically covered, while migrating 10,000 SKUs between warehouses or designing a custom automation script is billable. Put response-time SLAs and escalation steps into a one-page service addendum attached to your license or subscription agreement.

Best practices checklist and ticket template

• What to include in a ticket: ShipWorks version, Windows/OS build, exact timestamps (with timezone), example order IDs, exported logs, snapshots of automation rules, and a short reproduction script. Attach files as .zip if larger than 5 MB.
• Priority labeling: P1 (shipping stopped — business impact), P2 (partial degradation — workaround exists), P3 (non-urgent). State business impact in $/hour or % of orders affected to prioritize effectively during peak periods.
• Pre-flight checklist before calling support: confirm carrier account credentials, test label printing on a local PDF printer, verify marketplace token validity, and reproduce issue in the smallest possible dataset.

Measuring success: KPIs every operations manager should track

Track these KPIs monthly: ticket volume, first-response time, MTTR, tickets reopened rate, and percentage of tickets resolved with no code change. Aim to reduce MTTR by 20% year-over-year through better ticket templates and dedicated escalation paths. Also measure downstream business metrics influenced by support performance: average orders shipped per hour and label failure rate (target <0.5% during steady state).

Regular reviews (quarterly) with your ShipWorks support liaison should review root causes, patch deployment schedules, and planned integrations. Use these reviews to negotiate credits or professional-service hours if SLA breaches occur during critical sales events.

How do I call uShip customer service?

1-800-698-7447
We suggest checking local and state guidelines before traveling. If you are unable to deliver a shipment, or if you have an active shipment that you are having difficulty delivering, please reach out to uShip Support anytime at [email protected] or by calling 1-800-698-7447 during our normal business hours.

What is the phone number for Maersk import customer service?

+1 800 321 8807
Unless otherwise noted, maps cover both import and export routings. Should you have questions concerning booking to/from these gateways please contact our customer service team at +1 800 321 8807.

How do I update ShipWorks?

Upgrading Your Version of ShipWorks
Download the latest version of the ShipWorks software by navigating to http://www.shipworks.com/download-customer/. Click the Download button and follow the on-screen instructions to launch the ShipWorks installer. Accept the License Agreement.

How do I contact ship exec customer service?

You may also submit a support request by phone calls to Customer Solutions Technical Support at: 1.855. 418.7225. All phone calls are added into a Support Ticket Management system located at: https://support.shipexec.com and assigned an Incident ID (Incident ID).

What is the phone number for extend shipping protection?

(877) 248-7707
Contact Extend online 24/7 or by phone at (877) 248-7707.

What is the phone number for ShipWorks support?

314-455-6370
Phone: 314-455-6370. Email: [email protected].