Overview
Sellercloud offers a variety of options for customer support. You can reach us through email, phone, and online tickets. Additionally, we also provide specialized Premium, Gold, and Platinum Support, as well as 24/7 emergency support.
Email and Ticket Support
For all support-related questions, please contact Support by submitting a ticket to the Sellercloud Support Portal. If you are not registered, you can register here, after which you can log into the Portal.
Questions emailed to support@sellercloud.com will also create cases in the Support Portal when emailed from registered email accounts. If you send an email from an unregistered email address, you will receive a response prompting you to register.
When reporting issues by email or through tickets, make sure you explain the case in detail and provide examples, links, screenshots, and any other relevant resources.
For Shipbridge-related issues, please attach your Shipbridge Settings to the ticket. Follow this guide to export your settings. For order-related issues, we advise collecting your files as described here.
General Support Tickets are usually replied to within 4 business hours, depending on the current volume. The maximum wait time for a reply is 24 non-business hours.
Phone Support
Phone support is available for emergency issues. You can call our support team at (732) 481-1179, Extension 1.
Our General Support Representatives are available from 9 am to 5 pm EST, Mon – Fri, and can assist you remotely on urgent issues.
We also provide a 24/7 open phone line for emergencies, such as server issues. Calls that come in after-hours for non-urgent matters may be delayed depending on the severity of the issue.
Additional Support Plans
If the general support options do not meet your needs, you can sign up for one of our Specialized Support Plans. This is useful if you are taking on a new project or integration or if you prefer having a main point of contact to work with.
A dedicated Support Representative will be assigned to your company who will familiarize themselves with your current integrations and workflows and will be able to better assist you in resolving any issues that may arise.
There are three Support Plan options: Premium Support, Gold Support, and Platinum Support. You can learn more about them here.