Skip to content
  • There are no suggestions because the search field is empty.

How to write a CartonCloud support case

🛠️ How to Write a Support Case That Gets Results

Want quicker answers and fewer follow-up emails? A well-written support case helps our team resolve your issue faster and more accurately.

Here’s what to include when submitting a case to CartonCloud Support:

✅ What to Include in Your Support Case

  • 🔢 Reference Numbers
    Include any relevant order, invoice, consignment, or product numbers.

  • 🔗 Links
    Add direct links to the specific orders, products, customers, or screens you're referring to in CartonCloud.

  • 📝 Clear Description + Expected Outcome
    Explain what’s going wrong, where it's happening, and what you expected instead. The more specific, the better.

  • 🚨 Error Messages
    If there’s an error message, copy and paste the exact wording into your case.

  • 👤 User, Customer, or Warehouse Details
    Let us know if the issue is tied to a particular user, customer account, or warehouse.

  • 🔌 Integration Details
    If an integration is involved (e.g. Xero, Shopify, WooCommerce):

    • Tell us which system is connected

    • Include the relevant order or reference number

    • Briefly explain what the integration should be doing (e.g. syncing orders, updating tracking)

  • 🖼️ Screenshots or Screen Recordings
    Visuals are extremely helpful. Attach screenshots or a short screen recording if you can.

🚀 Why It Matters

Providing this information up front means:

  • 🔁 Less back and forth

  • ⏱️ Faster investigation and resolution

  • 🎯 Better outcomes for your business

✍️ Example Support Case

Subject: Support Request: Storage Charge Error – Unable to Finalise Charges (Storage Period 1110 / Invoice 956)

Hi Support Team,

When attempting to finalise charges for Storage Period 1110 on Invoice 956, I receive the following error message:

Income: No General Per Pallet Qty rates loaded

I am receiving this error in the City Warehouse and here is a direct link to the storage period.

This error is blocking the invoicing process for the period. Based on the setup, I expected the system to apply the correct storage rates and allow the charges to be finalised without issue.

Could you please review and advise on how to resolve this issue so I can proceed with invoicing?

I’ve attached a screenshot for reference showing the error message on screen.

Let me know if you need any further information.

Best regards,