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Support

Need help with Dispatch? We're here to assist you. This page provides information on how to get support and resolve common issues.

Support Channels​

Support Tickets​

For technical issues or account-related questions:

  1. Log into the Management Portal
  2. Navigate to Support in the menu
  3. Click "Create New Ticket"
  4. Provide details about your issue:
    • Subject line describing the problem
    • Detailed description of what's happening
    • Steps to reproduce (if applicable)
    • Screenshots or error messages

Our support team will respond based on your subscription level's SLA.

View Your Tickets​

Track the status of your support requests:

  1. Go to Support > My Tickets
  2. View all submitted tickets and their status
  3. Add comments or additional information to existing tickets

Common Issues​

Login Problems​

Can't access your account?

  • Verify you're using the correct email address
  • Use the "Forgot Password" link to reset your password
  • Clear your browser cache and cookies
  • Try a different browser or incognito mode

Order Sync Issues​

Orders not appearing from e-commerce platforms?

  • Check that the integration is enabled and properly configured
  • Verify the integration credentials are valid
  • Ensure orders meet the sync criteria (status, date range)
  • Check for any error messages in the integration logs

Shipment Tracking​

Tracking information not updating?

  • Allow time for carrier systems to update (can vary by carrier)
  • Verify the tracking number is correct
  • Check if the carrier integration is properly configured
  • Some carriers have delays in their tracking updates

Carrier Configuration​

Unable to configure a carrier?

  • Ensure you have the correct account credentials
  • Verify your carrier account is active
  • Check that required fields are completed
  • Some carriers require account verification before integration

Best Practices​

Before Contacting Support​

  1. Check the Documentation - Many answers are in our feature guides
  2. Search Known Issues - Review common problems and solutions
  3. Gather Information - Collect error messages, screenshots, and steps to reproduce
  4. Try Basic Troubleshooting - Clear cache, try different browser, check connectivity

When Submitting a Ticket​

Provide as much detail as possible:

  • What were you trying to do?
  • What happened instead?
  • When did this start occurring?
  • Does it happen consistently or intermittently?
  • What browser/device are you using?
  • Are other users affected?

System Status​

For information about service availability and planned maintenance, check the system status page accessible from the Management Portal.

Training Resources​

Self-Service Resources​

  • Documentation - Comprehensive guides for all features
  • Feature Guides - Step-by-step instructions for common tasks
  • API Reference - Technical documentation for developers

Need More Help?​

For complex implementations or custom requirements, contact your account manager about:

  • Implementation assistance
  • Custom integration development
  • Training sessions for your team
  • Enterprise support options

Feedback​

We value your feedback! If you have suggestions for improving Dispatch:

  1. Go to Support in the Management Portal
  2. Select "Feature Request" as the ticket type
  3. Describe your suggestion and how it would help your operations

All feedback is reviewed by our product team.