Support
How to reach us, and what to include so the first reply is a useful one.
Are you tracking a parcel?
If you ordered something from an online store and want to know where it is, we are not the seller and we cannot look up your order. We are the shipping software the seller uses.
Contact the store you ordered from. They can see your shipment and can raise it with the courier. If they gave you a tracking link, that link stays the fastest answer.
Merchants: raise a ticket in the app
This is the fastest route and the one we watch. In the app, open Support and create a ticket. You can set a category and priority, attach a screenshot or a file, and link the Order or AWB the problem is about — which means we can see the shipment without asking you for it first.
Replies come back both in the app and by email, and the whole thread stays in one place.
By email
Use this if you cannot sign in, or if the app is not reachable at all. It is slower than a ticket, because the context has to be reconstructed by hand.
What to include
Whichever route you use, these five things turn a two-day exchange into one reply:
- Your store domain — the
.myshopify.comone. - The order number, AWB, or both.
- What you expected to happen, and what happened instead.
- When it happened, with the approximate time and date.
- A screenshot of the error, if there was one on screen.
Response times
We aim to give every ticket a first response within one business day, and to keep you updated until it closes rather than going quiet on it. Urgent tickets — bookings failing across the board, labels not generating before a pickup cut-off — are picked up ahead of the queue.
We work Indian business days. Tickets raised over a weekend or a public holiday are answered on the next working day.
Things we cannot do
- Change what a courier charged you. Freight, COD fees and weight-difference charges are billed by your courier under your own account. We can show you the reconciliation evidence to dispute it with them; we cannot adjust it.
- Move, find or compensate for a parcel. We are not a courier and never handle parcels. Loss, damage and delay are claims against the courier carrying it.
- Read back a stored courier credential. Credentials are write-only by design — nobody, including us, can retrieve one. If a credential is wrong, replace it.
- Recover data after an uninstall. Uninstalling destroys stored credentials immediately and reinstalling is a fresh connection.
Privacy and data requests
For access, correction or deletion of personal data, or to reach our Grievance Officer under the Digital Personal Data Protection Act, 2023: privacy@jsyxi.com. Our Privacy Policy sets out what we hold and for how long.
Buyers: your data request goes to the store you ordered from — they are the data controller and we act on their instruction.
Billing
Subscription, overage and refund questions are covered by Cancellation & Refunds. Charges appear on your Shopify invoice, not a separate one from us.