Purpose: The purpose of this article is to inform you on how to contact Sendcloud.
How to contact us
How you contact sendcloud will depend on your subscription. If you don’t know which subscription plan you're on, you can check by logging into your account and navigating to Settings > Plans in the platform.
Essential plan (Free)
Live chat
If you have a quick question or need more information on Sendcloud, you can directly talk to our support team via live chat. Start by clicking the Support button in the bottom right of your screen, type the subject you need support with and, if the suggested articles are not helping, you can start a live chat to talk to one of our colleagues.
Ticket
You can create a new support ticket related to shipments, insurance or general questions directly from the platform. Click here for information on "How to start an investigation".
Small shop plan
Phone support
In addition to the above-mentioned methods, if you are on the Small shop subscription plan or above, you can contact us directly by phone. The phone number can be found in the platform under “Support”. Calling hours are from 9:00-18:00, except for Dutch users who can call until 17:30. During peak periods we may have extended opening hours which we will communicate to you via email.
If you're currently on our Essential plan, you may be wondering why you do not have access to phone support. The purpose of this is to provide better customer service to you, as when you submit a ticket to us, all of the information we need to help you with your query in already present in the ticket.
We have tens of thousands of e-commerce businesses currently connected to Sendcloud, and we have found that many of the questions we receive can be answered with the help of articles already present in our Helpcenter, or through filing a ticket to our support team. Many of the queries we receive related to shipments require investigation through our carrier partners and therefore support tickets are a more efficient way for us to follow up on your query while ensuring that you get a timely answer.
We understand that urgent cases can benefit from a direct answer, so we are also working on a phone support line for Essential users. Fill in the following survey about a separate phone support service.
Large shop plan
Dedicated customer service agent
If you upgrade to our Large shop subscription plan you will benefit from having a dedicated customer service agent. This agent will be assigned to you and will know the history of your situation and tooling so they can easily troubleshoot any issues you are facing or quickly respond to any queries.
Business plan
Dedicated account manager
Multiple times a year a dedicated account manager will contact you to ensure that everything is going according to your wishes and to check in to see how you can get the most from the platform. They can offer tailored advice based on what works best for your particular business model the size of your business, and offer advice on processes and integrations with other partners such as ERP or WMS.