Support
Real humans. Pakistan timezone (PKT). We respond fast because the team building ShipFox runs e-commerce stores too — we know what slow support feels like when an order is stuck.
Email us
The fastest way to get help. Include your store domain and an order number if it's order-related.
support@shipfox.pkResponse times
Critical incidents (data loss, account compromise, payment failures): mark your email subject with URGENT for priority routing.
Before you write
Most questions have a fast self-serve answer. If any of the below sound like your problem, you can fix it without waiting for us.
Order shows the wrong status
Use the per-order refresh button (↻) on the order detail page to pull the latest status from the courier. If your store has a Scan & Pack gate enabled, freshly fulfilled orders sit in the Scan & Pack queue until items are scanned.
Edit Order fails with a permissions error
Your store needs to be re-authorized to grant the order-edit scope. Go to Settings → Stores and click Reauthorize.
COD numbers don't match what the courier paid you
Upload the courier's CPR (cash payment report) on the COD page under the courier's card. The CPR is the source of truth — once uploaded, the dashboard reconciles automatically against your shipments.
Webhooks aren't firing on a connected store
An admin can re-register webhooks from /admin/webhooks. If you do not have admin access, contact us.
Sync stuck or progress bar not advancing
The sync queue self-recovers within ~5 minutes via the background cron. If it's still stuck after 15 minutes, email us with the store domain.
AI assistant inside the dashboard
When you're logged in, click the sparkles icon in the top navigation to ask the in-product AI about your data — "why is my RTO rate up this week?", "how much COD is PostEx still holding?", "which courier is best for Karachi orders?". It answers from your store's own data.
Account, data, and legal requests
Export my data
Most pages (orders, COD, shipments, expenses, customers) have a CSV export button. For a full account export, email us.
Delete my account
Email support@shipfox.pk from the account owner's address. Account-identifying data is removed within 90 days; encrypted backups expire within 30 days after that. Details in the Privacy Policy.
Customer of one of my Shopify stores has asked to delete their data
Forward the request to us with the store domain and the customer's email or phone. We process these as Shopify GDPR requests (
customers/redact).Suspected security issue or vulnerability
Email support@shipfox.pk with subject "SECURITY". We respond within one business day and will not take adverse action against good-faith reporters.
Outage or wide-impact incident?
If multiple stores are affected we will email account owners directly and post an update inside the dashboard. We do not currently run a public status page — that's on our roadmap.
Looking for product documentation? In-product tooltips, the AI assistant, and our support team are the current source of truth. A standalone help centre is on the roadmap for 2026.