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.

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 login.


  1. Go to
  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.


  1. Go to the customer service portal using one of the following methods:
  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 Your sender email address must be the same email address that's associated with your Shopify login.

Shipping claims

For claims originating from damages during transit or from lost orders, contact In the body of your email, you must include the following information:

  • link to the order
  • tracking number
  • description of loss or damage
  • customer first and last name
  • customer phone number (shipping carrier won't process a claim without this)
  • list of impacted products (brief description including the SKU)
  • total product cost
  • shipping cost
  • original packaging including shipping label (required only if the order is damaged, as the carrier might require an inspection and the package must be available for pickup)

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
    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.

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