We believe in resolving every concern quickly and transparently. Here's how we handle it, step by step.
1
Level 1
Customer Support
Reach out to us via a support ticket or email. Our team handles queries across all channels, and the expected first response time is within 2 business hours.
CS
support@shipway.com
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2
Level 2
Escalation Manager
If your issue remains unresolved or you are not satisfied with the response provided, you may escalate it to our dedicated Escalation Manager. The expected first response time for escalated cases is within 4 business hours.
ES
escalation@shipway.com
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3
Level 3
Resolution Desk
If the issue remains unresolved, you may escalate it to our Resolution Desk by sharing the details of your previous interactions. The expected first response time at this level is within 1 business day.
RD
resolutiondesk@shipway.com
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