Onboarding and support
Free, Starter and Growth open from the sign-up page; Scale, Enterprise and our negotiated rates start with a 30-minute call. Support is people on the phone and on email, with written targets on Enterprise.
Carrier accounts and passport scope are easiest to get right at the start. Free, Starter and Growth open from the sign-up page with onboarding help included; Scale, Enterprise and our negotiated rates start with a 30-minute call. Support afterwards is by phone and email.
Quote and first label
The quote rests on how many parcels you send a month, your destination countries, the carriers you ship with, and which of your products fall under a passport obligation and from when. If you are on your own carrier contracts the rates are yours already and the quote covers the plan. If you ship on our negotiated rates, send your volumes and we reply within 24 business hours with the price per lane, confirmed against them, and that is the price that will appear on the invoice, because nothing is added to it.
Your store connects in minutes, and the first label from a customer order usually follows within a few business days. Shopify installs from the Shopify App Store, and WooCommerce, PrestaShop, Wix, TikTok Shop and eBay connect from your account. Connecting your store shows the steps. An ERP is a different scale: the connector is mapped to your own fields, and the work is measured in weeks rather than days, because each ERP carries its own field names and its own definition of an order.
Preparation
The list of carrier accounts you want to keep, with someone who can approve the connection. A sense of your lanes, destination countries and typical parcel weights, because the rates and the carrier rules depend on them. For the passport, the product groups you sell and whatever spec sheets you already hold, so the first passports have something to be built from. A complete compliance record is not needed on day one; the wizard is built to be filled in over time.
Your first weeks run on your own orders and your own parcels.
Support by plan
Every paid plan includes phone and email support. From Growth up, your calls and tickets jump the queue. On Enterprise, support is backed by a service level agreement with written response targets. The Free plan has email support. Onboarding help is included on every plan at no extra charge.
Response targets
Under the Enterprise service level agreement, support runs on business hours, Monday to Friday, 9:00 to 18:00 Paris time, excluding French public holidays. The targets for a first response are four business hours for an outage, one business day for a core function that is degraded, two business days for a minor issue and three business days for a question. Scheduled maintenance happens outside business hours where possible and is announced about 48 hours ahead.
Those targets cover the first response. A fix can take longer, and a carrier-side problem has to be fixed by the carrier; the target guarantees that a person has read the request and is working on it.
Fast support requests
The order number or the shipment ID, which lets us open the exact row you are looking at. The store the order came from, if you run several. The expected result and the actual one, in one line each. A screenshot if the problem is on a screen. Delivery questions can often be answered from the Tracking page, and stock questions from the Inventory page, so check the detail panel first. When you do write, include the row reference.
Questions we get asked.
Can I just sign up and start?
On Free, Starter and Growth, yes: register, connect your store and ship on your own carrier contracts. Starter opens with a 30-day trial. For Scale, Enterprise or our negotiated rates, the first step is a 30-minute call, because the rates and the setup depend on your volumes and lanes.
How long does onboarding take?
A store, minutes to connect and a few business days to a first label. An ERP, weeks, because the connector is mapped to your own fields.
Is support a chatbot?
No. Every paid plan has phone and email support answered by people, and the Free plan has email support.
What are the response times?
On Enterprise, the service level agreement sets business hours, Monday to Friday, 9:00 to 18:00 Paris time. First response within four business hours for an outage, one business day for a degraded core function, two for a minor issue, three for a question.
Is there a cost for onboarding?
No. Onboarding help is included on every plan, and there are no setup fees.
Related pages.
See it on your own orders.
A 30-minute call on your own flows, with a clear answer at the end.