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CanShip

Support

We're here when you need us.

Help Centre

Most questions are answered fastest at our help centre, which has a searchable knowledge base, troubleshooting guides, and a ticket submission form that feeds straight to the right team.

help.canship.co

You can also email support@canship.co and we'll open a ticket for you automatically.

Response SLA

  • First response: within 1 business day on every ticket.
  • Critical operational issues (production outage, label generation failure, inventory data loss): worked on continuously until resolved.
  • Standard operational issues (configuration questions, integration setup, training): resolved within 1 to 3 business days.
  • Feature requests and roadmap questions: acknowledged within 1 business day, then routed to product for prioritization.

Coverage hours

Monday to Friday, 9:00 AM to 5:00 PM Pacific Time. Out-of-hours emails are queued and worked the next business day.

For Pro and Enterprise customers with a written SLA, additional coverage and dedicated channels are documented in your service agreement.

What we can help with

  • Account and billing: subscription changes, invoices, payment methods.
  • Onboarding and setup: carrier account configuration, sales channel integration (Shopify, Amazon, Extensiv), warehouse and inventory setup, user invitations.
  • Daily operations: label generation, manifest issues, order import, fulfillment writeback, inventory adjustments, picking and packing workflow.
  • Shopify app installation and connection: OAuth issues, scope changes, missing orders, fulfillment writeback errors, app uninstall, data deletion after uninstall.
  • Other sales channel integrations: Amazon SP-API, Extensiv, plus any other channel listed in our Integrations page.
  • Data requests under PIPEDA, GDPR, CPRA, or other privacy law: customer data export, customer data deletion, account-level data export, account-level data deletion. Email privacy@canship.co or use Shopify's in-Admin Customer Privacy controls and our mandatory webhook flow will handle the request automatically.
  • Bug reports and product feedback: anything that surprised you about CanShip's behaviour.

What we can't help with

  • Carrier-side disputes: lost packages, billing disagreements with Canada Post / UPS / FedEx / FleetOptics / Purolator / UniUni / Wizmo / Canpar. We help you file the claim with the carrier; the carrier resolves it.
  • Sales channel platform issues: Shopify account problems unrelated to CanShip, Amazon Seller Central issues. We help with the integration layer; you contact the platform directly for everything else.
  • Tax filing and accounting advice: we provide the data needed for your accountant; we are not an accounting firm.

Status and incident updates

Real-time service status and incident history: status.canship.co

Subscribe to status updates on that page to receive an email or SMS the moment we detect an issue with the CanShip application or any of our carrier integrations.

Shopify App Store reviewers and partners

If you're a Shopify reviewer, partner-success representative, or Trust & Safety contact reaching out about the CanShip Shopify app, please email support@canship.co with "Shopify Partners" in the subject line for a prioritized response. We acknowledge Shopify partner inquiries within 1 business day.

For app-listing-specific issues (install errors, OAuth flow problems, webhook delivery, scope reviews, Protected Customer Data questions), include your store URL and any error message; we respond within 1 business day.

Security and privacy

Contact

My Passion Media Inc.
102-3A Burbidge St., Coquitlam, BC, Canada, V3K 7B2
support@canship.co
help.canship.co