Topic: Are you using your own carrier contract, but feeling overwhelmed by carrier inquiries? With Carrier Support Management, we handle the investigations with the carrier for you!
: Currently, Carrier Support Management is exclusively available to beta users. Interested in early access and new features? Learn more in our article Join the Sendcloud Beta Community.
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What is Carrier Support Management?
Managing shipment related support across multiple carriers can be time-consuming and complex. If you’re handling inquiries, tracking updates, and managing reimbursements directly with carriers, it’s easy to lose track of ongoing issues. That’s where Sendcloud’s Carrier Support Management comes in.
This feature allows you to streamline and centralize all your shipment related support processes with carriers while using your own contracts. Instead of juggling multiple communication channels, you can manage and track all carrier support tickets in one place within Sendcloud. This ensures you maintain a clear overview and full control over the resolution of shipping issues, from start to finish.
We’ll manage the whole ticket process with the carrier, the only thing you’ll need to do is focus on customer contact. By offloading the hassle of dealing with carriers directly to our platform, you save valuable time and can focus more on growing your business.
Why choose Carrier Support Management via Sendcloud?
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Centralized Ticket Management: All your shipment-related support inquiries across different carriers can be managed in a single interface, making it easier to track and resolve issues.
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Time Efficiency: Centralizing support processes within Sendcloud reduces the time spent managing separate communication channels for each carrier.
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Full Ticket Process Control: You maintain oversight of the entire support process, from opening to closing a ticket, ensuring that issues are handled effectively.
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Established Carrier Relationships: Sendcloud’s familiarity with carrier processes can facilitate more efficient management of support interactions.
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Scalability: The platform can accommodate your needs as your business grows, and you work with more carriers, helping to manage increasing support complexity.
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Simplified Communication: Using a unified flow within Sendcloud eliminates the need to contact multiple carriers separately, streamlining the communication process.
How to start an investigation
To start an investigation for a parcel, simply create a ticket, and we’ll take it from there. We’ll handle the entire process—from contacting the carrier to resolving the issue—keeping you updated along the way. Here's a quick guide:
Via the Label Details View:
- In your Sendcloud panel, navigate to Shipping > Orders > Shipped.
- Find the shipment you want to investigate and click the eye icon next to it.
- Click on Customer Service and choose the type of investigation you want to start.
- A new page will open where you can provide the required details, including the carrier’s email address.
- After completing all the necessary information, click Submit to start the investigation.
Via the Support Menu:
- In your Sendcloud panel, open the Support menu and click +New ticket.
- Choose Submit a request for a parcel and select the type of investigation you want to start.
- Fill in the shipment information, including the carrier’s email address. This is required for the carrier to begin the investigation.
- Once all details are entered, click Submit to send the request directly to the carrier.
After you’ve created a ticket, it will be immediately forwarded to the carrier to begin the investigation. Our support team will monitor the entire process and provide regular updates, ensuring you stay informed every step of the way.
For more detailed information on how to start an investigation, check out our article: How do I start an investigation.