Submitting Tickets to Manifest
The best way to submit tickets is directly from the form here. Doing so will categorize the ticket and streamline things on our end.
You can continue to email your account manager (firstname.lastname@manifest.eco) as well!
Our Generative AI Agent will assess the content of your inquiry, provide an initial response, and link to any supporting help articles.
Manifest account managers will review each response and add critical information as well as take action as requested when applicable.
Overview
Over time, we’ve identified that some of the most common tickets we receive from you as our merchants ultimately relate back to inquiries from your customers to you.
The objective of this guide is to provide you and your CX team quick reference points and paths to taking action based on five common inquiries:
- Editing Orders
- Canceling Orders
- Backorders
- Order Tracking Inquiries/Lost in Transit
- Mis-Shipments
- Returns
Editing orders
- Edits in your store will reflect in ShipHero until a certain point; please see the guide here for which edits will come through and at which point edits are not possible
- How to edit orders: click here for guidance!
- If you are UNABLE to edit as desired based on the status: unfortunately, there’s nothing that can be done to edit this order
Canceling Orders
- How to cancel orders: the guide here provides guidance!
- If you are UNABLE to cancel as desired based on the status (as here): unfortunately, there’s nothing that can be done to cancel this order
Backorders
To know if an order is unable to be shipped because of inventory being out-of-stock:
- How to check for backorders: see the guide here!
Tracking Inquiries/Lost in Transit
Manifest can help file a claim for lost orders when certain criteria have been met.
Below is a checklist for determining whether an order can officially be considered lost in transit and eligible for a claim and reimbursement:
- Order does NOT show “delivered” on the tracking URL
- It’s been 15 or more days since the last update on the tracking URL
- Order was shipped via a carrier and service that is claim-eligible
If an order meets all three of the above criteria, you can file a claim!
If an order does NOT meet all three of the above criteria, unfortunately we have no recourse with the carriers and cannot take any action until all three of the criteria are met.,
A few important notes
- Carriers do not scan packages at pickup at Manifest’s warehouse, so the first update to the tracking URL typically happens once it is sorted at the carrier’s origin facility, which occasionally can take several days, especially during periods of increased demand
- Manifest’s claims eligibility and reimbursements only relate to the original lost order (and does not in any way relate to re-shipments)--at your discretion, feel free to create re-shipments at any time to align with your individual CX objectives!
Mis-Shipments
Manifest prides itself on an accuracy rate of over 99.95% but acknowledges that the occasional mis-shipment does happen.
On these rare occasions:
- View our mis-shipments information here
- How to report a mis-shipment: Use this form to report!
Returns
Understandably, we are often asked about the status of returns from your customers and whether or not they’ve arrived back at our warehouse so that you can proceed with your CX process with that customer.
Below is a checklist for determining whether a return has arrived back at Manifest’s warehouse:
- Check the tracking URL to confirm “delivered” status in San Marcos, TX
- Check your Two Boxes portal based on the tracking number of the returned shipment, which signifies arrival status at Manifest’s warehouse