Send a request to Mercury support from inside Shipping Center, add the shipment it is about, and follow the replies.
For questions about your organization's own setup, such as roles, locations, cost centers, carrier accounts or what you can see, ask your administrator first. For anything else, Mercury support is here.
Open Help
Choose Help at the top of the page, beside My Account, or open the Operations menu and choose Help and support. Start typing in the search box to find a help article first.
Send a request
- Choose New request.
- Under What is it about?, choose the topic that fits best, such as Labels and printing, Tracking and delivery or Something else.
- Type a Subject and a Message: what happened, what you expected, and anything you already tried. Articles that may answer it appear as you type.
- In Shipment or tracking number, pick one of your recent shipments from the list, or type a tracking number or the shipment's number. It is optional, and it is the fastest way for us to find the shipment.
- To add screenshots or files, choose Attach screenshots or files, or drop them here. Up to 5 files, 10 MB each and 25 MB together, and no programs or scripts.
- Choose Send request.
Do not put personal details about the people you ship to in a request. A tracking number or shipment number is enough for us to find a shipment.
Before you send
Shipping Center may show Before you send with a suggested answer. Choose That answered it if it did, or Send my request anyway. You can also choose Skip this and send my request now.
Follow your request
- Replies come to your email, and the request page says which address. Reply from Shipping Center or from the email.
- All your requests are under My tickets in Help, with their status. A count beside Help at the top of the page tells you when a reply is waiting for you.
- Each request has a number such as SC-100701. Use it if you contact us another way.
- People whose role covers the organization's support account get a Mine / Everyone at toggle (with your organization's name) to see everyone's requests.
Other ways to reach us
Email support@mercury-commerce.com. Include a tracking number or shipment number.
Still stuck?
Tell us what you tried and we will take it from there. We will know which article you were reading.