Contacting the Shopify Fulfillment Network for support - Merchants

To get help with your fulfillments through the Shopify Fulfillment Network, you can send an email or submit support requests through the customer service portal. To manage and create support requests directly in the customer service portal, you need to make an account in the portal.

Note

This page is for Shopify Fulfillment Network merchants. If you're a Shopify Fulfillment Network Partner, then refer to Contacting the Shopify Fulfillment Network for support - Partners.

Create an account in the customer service portal

You need to create an account in the portal to manage support requests. When you create an account, use the email associated with your Shopify staff account.

Steps:

1. Go to https://sfn-help.zendesk.com/hc/en-us.
2. Click Sign up.
3. Enter your details and click Sign up.

Submit a support request

You can submit a request by emailing the Shopify Fulfillment Network, or submitting a request through the portal.

Submit a support request through the customer service portal

After you have signed up for an account in the customer service portal, you can submit support requests within the portal.

Steps:

1. Go to the customer service portal using one of the following methods:
   • Go to https://sfn-help.zendesk.com/hc/en-us.
   • In your Shopify admin, go to the Shopify Fulfillment Network app, and then click Create a support request.
2. Log in to the customer service portal.
3. Click Submit a request.
4. Select the main reason for the request, and then enter the request details.
5. Click Submit.

Email a support request

You can email a support request to sfn-help@shopify.com. Your sender email address must be the same email address that's associated with your Shopify store’s staff account.

Respond to replies from the Shopify Fulfillment Network

If the Shopify Fulfillment Network replies to your support request and needs a response from you, then you can reply in one of the following ways:

• Reply directly to the email that you receive in your email inbox.
• If you have a customer service portal account, then you can reply within the customer service portal:
  1. Go to https://sfn-help.zendesk.com/hc/en-us.
  2. Log in to the customer service portal.
  3. Click My requests.
  4. Click the support ticket.
  5. Enter your reply, and then click Submit.