Merchant Shipping Support

Package Tracking

• What is the tracking update "Passport Awaiting Item"?
• Where is my customer's order?
• Can I update or change a customer address?
• How can my customer subscribe to tracking updates?
• Why is this shipment delayed past the estimated delivery date?

Customs, Duties & Taxes

• What if a customer gets charged the wrong amount in duties and taxes?
• What are the duty and tax rules for each country?
• Why was my customer charged duties on a DDP shipment?

Passport's Shipping Portal

• What do I do if I have trouble printing a label?
• How do I create a return label from the Passport Portal?
• What is the Shipping Intelligence page?

Shipping Operations

• What are the 2024 holiday shipping cut-off dates?
• How do I ship to a customer's Post Office Box? (DDP vs. DDU)
• Which countries does Passport ship to?
• What are the last-mile carriers used by Passport?
• Will shipments marked "Return to Sender" be returned to my warehouse?
• What are the limitations on Passport shipments?

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Billing

• What is a deferment fee?
• Why do I get charged a different shipping rate than what the customer paid me in shopify?

Technology & Customization

• Which TMS/WMS systems can Passport integrate with?
• How do I customize my shipping email notifications?
• How do I integrate my Rebuy widget into your Passport tracking page?
• How do I use the branded tracking page editor?
• Can I build in advanced shipping rules?
• Can I set flat-rate shipping by weight?

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Insurance with XCover

• How do I enable Passport Shipping Protection from the Portal?
• How do I file an insurance claim?
• How do I disable Passport Shipping Protection from the Portal?

Overview

• Canada Post strike
• I want to use Passport Shipping to ship internationally. How do I sign up?
• What is Passport Global?
• What is Landed Cost?
• What is the difference between DDP and DDU service levels?
• Does your support team handle all international requests?