Global eCommerce Client Support
2Need help or have a question? Remember the following resources for fast and quality support with your shipping needs.
Every day is a new and exciting challenge in ecommerce. Here at Pitney Bowes, our focus is ensuring client excitement without the challenge. In support of this, whenever a client has a question or concern, please use the following resources below:
Client Support Guidance
| Questions or Concerns? | Global eCommerce Support |
| Product compliance like Hazmat or dangerous goods Potential DIM errors that impact fees/charges Report inquiry | Reach out your Client Engagement Manager |
| Need a tracking update Bulk tracking requests Package mis-sort concerns Add or remove items Label missing / damaged Destruction of goods Intercept parcel Address update API or Platform setup errors Need to file a claim Charged pricing not matching contractual agreements | Submit a support ticket in Client Connect |
| Pick-up schedule changes, cancellations, delays or additional pick-up requests Holiday schedule changes, cancellations, delays or additional pick-up needs | Contact [email protected] |
| Potential service delays or issues | Subscribe to https://networkstatus.pitneybowes.com/ |
| Potential API or Technical Issues | Contact [email protected] |
| API status issues | Check PB Products Status (pitneybowes.com) |
Guidance on our Surcharges, NMO and Oversize
| GEC Other fees | Linked here: Other fees (pitneybowes.com) |
| GEC RAF and ERAF fees | RAF Fees: RAF (pitneybowes.com) ERAF Fees: eRAF (pitneybowes.com) |
| Fuel Surcharges | Rates located here: Fuel Surcharge |
| NMO parcels definition *fee applies to over 1lb parcels only | Parcels exceeding max dimensions: 22in. length by 18in. width by 15in. height |
| Oversize parcels definition | Parcels exceeding 84” in combined length + girth girth = (height + width) * 2 |
| GEC W-9 Form | W-9 Form Located here: GEC W-9 |
SendTech and Presort Support
| SendTech Support | Login and review Your Account |
| SendTech Billing FAQ | Review the PDF link here: SendTech Billing FAQ |
| SendTech Billing Invoice Guide | Review the PDF link here: Understanding your leasing invoice | Pitney Bowes Support |
| Presort Support | Contact [email protected] |
| W-9 Forms | W-9 Forms located here: Pitney Bowes W-9 |