Getting Support

Need help with ReturnMate? This guide covers how to get support, what information to provide, and expected response times.

Support Channels

Help Centre (Self-Service)

Search our documentation for answers:

• Browse categories and articles
• Use search (Cmd+K / Ctrl+K)
• Check troubleshooting guides
• Review FAQs

Most questions can be answered here - check first before contacting support.

Email Support

Email: support@returnmate.io

Best for:

• Non-urgent issues
• Detailed questions
• Feature requests
• Account inquiries

In-App Support

Click the help icon in the ReturnMate dashboard to:

• Search help articles
• Start a support conversation
• Report issues with context

Response Times

Response times during business hours (AEST).

What to Include

For Technical Issues

Provide:

1. Error message - Exact text or screenshot
2. Steps to reproduce - What you did before the error
3. RMA/Order numbers - Specific examples
4. Browser/device - Chrome, Safari, mobile, etc.
5. Timing - When did it start happening?

Example:

Issue: Cannot generate shipping label

Error: "Address validation failed"
RMA: RMA-2024-001234
Steps: Click "Generate Label" → Select Australia Post → Error appears
Browser: Chrome 120, macOS
Started: Today, affecting all new RMAs

For Account Issues

Provide:

1. Account email - The login email
2. Store URL - Your Shopify store domain
3. Description - What you're experiencing
4. Screenshots - If helpful

For Feature Requests

Provide:

1. Description - What feature you'd like
2. Use case - Why you need it
3. Workarounds - What you're doing now
4. Priority - How important to your business

Example:

Feature: Bulk label generation

Use case: We receive 50+ returns daily and need to
generate labels for all at once instead of one by one.

Current workaround: Manually clicking through each RMA.

Priority: High - significant time savings for our team.

Before Contacting Support

• Search the Help Centre for your issue
• Check the status page for outages
• Try refreshing and logging in again
• Reproduce the issue and note exact steps
• Gather relevant RMA/order numbers
• Take screenshots of errors

System Status

Check for known issues and outages:

Status Page: https://status.returnmate.io

Subscribe to receive notifications about:

• System outages
• Scheduled maintenance
• Carrier API issues
• Performance degradation

Support Hours

Emergency support available for critical issues affecting order processing.

Escalation

If your issue isn't resolved satisfactorily:

1. Reply to your support ticket with concerns
2. Request escalation to a senior support engineer
3. Contact your account manager (Enterprise plans)

Feature Requests & Feedback

We value your input:

Submit Ideas

1. Email support@returnmate.io with "Feature Request" subject
2. Describe the feature and use case
3. We'll add to our roadmap consideration

Vote on Features

Popular feature requests are added to our public roadmap where customers can vote.

Beta Testing

Interested in testing new features early?

1. Opt in via Settings → Preferences → Beta Features
2. Or contact support to join the beta program
3. Provide feedback on new functionality

Training & Onboarding

New Customer Onboarding

All plans include:

• Setup assistance
• Initial configuration review
• Team training session (30-60 min)

Additional Training

Available upon request:

• Advanced feature training
• New team member onboarding
• Workflow optimisation consultation

Contact support to schedule.

Documentation Feedback

Found an error in our documentation?

1. Use the "Was this helpful?" feedback on any article
2. Email documentation feedback to support@returnmate.io
3. We regularly update articles based on feedback

Emergency Contact

For critical production issues outside business hours:

Enterprise customers: Use your dedicated emergency contact Other plans: Email with "URGENT" in subject line

Useful Links

Related Articles

• Common Errors & Solutions
• Label Generation Issues
• FAQ