Guidelines for Raise Issue/Ticket to Packxpert Support

Created by Brendan Law Qin, Modified on Mon, 19 May at 5:55 PM by Brendan Law Qin

Things to Know Before Raising an Issue

To help us resolve your issue faster and more efficiently, please take a few moments to review the following guidelines before submitting a support request.

1. Identify the Issue or Request

Before raising a ticket, make sure:

The issue hasn’t already been resolved or documented in FAQs or support guides.
You’ve gathered all relevant information
The request is within the scope of services we support.

2. Test and Troubleshoot First (if applicable)

Sometimes, small issues can be resolved with a quick check. Try the following before opening a ticket:

Refresh the page or clear your browser cache.
Double-check your input data (e.g., correct formats, no missing fields, no typos).
Retry the action once to confirm it's not a temporary glitch.

3. Be Clear, Be Polite, Be Professional

Use a clear subject line
Keep your message respectful and professional.
Clearly explain the problem, steps taken, and what help you need from us.

What to Include in Your Support Request

Providing full and accurate details helps us resolve your issue faster and with fewer follow-up questions.

1. Describe the Issue in Detail

In the body of your request, include:

What is the issue or question is
What module or function is affected (e.g., Parcel, Inventory, Tracking, System Issue)
What steps you’ve already taken
When the issue started
Any error messages or unusual system behavior

2. Include Reference Information

Add any relevant identifiers or documentation:

Order Number
Tracking Number
Brands / Company
Product Code or SKU (if applicable)
Screenshot(s) of the issue or error (highly recommended)

The more complete and accurate your request, the faster we can help you.

Example :

Hi Packxpert,

I’ve noticed that one of our parcels, which was packed by Packxpert, has been showing a “Failed Pickup” status for the past two days.

Could you kindly help to check the status of this parcel and assist in arranging the shipment or re-attempting pickup as necessary?

Reference Info:

Order Number: SO-XX12345
Tracking Number : ENE055419619MY
Brands: GoHerb
Screenshot: Attached below

Please let me know if any additional action is required from our side.

Thank you for your support.