Shipping questions come in before the sale and long after it — costs, timings, customs, a tracking number that hasn't moved. A trained Suppro agent answers them from your rates and the live record, inside your coverage window. Included on every plan, across every channel.
Shipping questions span the whole journey — before someone buys and after it's dispatched. All of it sits inside the scope of your plan.
What you charge, which methods you offer, and how long each takes — answered from your rates so a sale doesn't stall at checkout.
Tracking looked up in the live record and explained plainly — dispatched, in transit, out for delivery, or held.
Delivery areas, duties, and customs holds explained clearly, so an overseas order doesn't turn into a mystery.
A number that hasn't moved investigated and explained — with a realistic new ETA, not a shrug.
Address tweaks and delivery instructions passed on where the courier still allows it, before it's too late.
Kept moving with the customer informed, and escalated to you or the courier the moment a claim is needed.
A normal day of shipping and tracking questions, handled inside your coverage window.
Every shipping and tracking message from after hours is answered first, oldest to newest.
"Do you ship here", "how much", "how long" — answered from your rates while the customer's still at checkout.
A tracking number that hadn't moved traced to a customs hold, explained, and a new ETA sent — no back-and-forth to you.
A parcel marked delivered but not received goes to you with the tracking and order reference, ready for a courier claim.
Shipping is unusual because it touches both ends of the sale — the pre-purchase "can you even get this to me" and the post-dispatch "where has it gone." Handling it well means answering the first quickly enough to keep the sale, and the second clearly enough to keep the customer.
A scoped account on your store and courier or tracking tools, so we can read live status and answer from it — plus rights for the delivery changes you want us making.
Your rates, methods, delivery areas, cut-off times and international details — plus how you want lost and damaged claims handled. This becomes the playbook.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
Shipping questions are answered through your coverage window. Anything arriving outside it is picked up when the desk opens, inside your plan's first-response target.
Yes. We read the live status from your store and whichever courier or tracking tools you use, through a scoped account you create, and explain it to the customer plainly. If you ship with several carriers, we work across all of them — it's the same lookup either way.
The shipping queue covers answering, tracking and chasing. When a parcel is genuinely lost or arrives damaged and a formal claim is needed, that's escalated to you — or raised directly with the courier if you'd like us handling it — with the tracking and order reference ready to go.
Yes, and those are some of the most valuable to answer fast. Costs, methods, delivery areas and timings are answered from your rates while the customer's still deciding, so a shipping question doesn't cost you the sale.
No. Every plan includes all fifteen services across all eight channels. You're buying a monthly block of support hours, and shipping questions draw from the same block as everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to work out your volume, the rates to quote, and which plan fits.