Contacting Support

Modified on Fri, 31 Oct at 12:35 PM

Get support through multiple channels including tickets, email, WhatsApp, and phone. Choose the best option based on your service type and urgency.

Quick Links

Available Support Channels
How to Submit Tickets
How to Track Your Tickets
Response Times

Available Support Channels

We offer multiple ways to get support based on your needs:

Channel	Best For	Availability
Tickets (support.quiqup.com or Quiqup Dashboard)	All issues, complex problems, tracking history	9:00 AM - 7:00 PM, 7 days a week
Email	Detailed issues, documentation	9:00 AM - 7:00 PM, 7 days a week
WhatsApp	Quick questions, immediate assistance	8:00 AM - 9:00 PM, 7 days a week
Phone	Urgent issues requiring immediate response	8:00 AM - 9:00 PM, 7 days a week

Service-Specific Contact Information

Last-Mile Delivery Support +

For orders already collected by Quiqup (any status except pending, picking started, ready for collection):

Tickets: Use Quiqup Dashboard (yellow help button) or support portal - best for tracking and documentation
Email: support.dubai@quiqup.com for post-delivery issues and detailed queries
WhatsApp: [dedicated number given at onboarding] - Available daily 8am to 8pm for immediate assistance

Best for: Order tracking, delivery issues, address updates, cancellations, POD requests, damaged orders, courier complaints, and RTO requests.

Fulfillment Support +

For orders in pending, picking started, or ready for collection states, plus inventory management:

Tickets: Use Quiqup Dashboard (yellow help button) or support portal - recommended for complex issues and tracking
Email: ffsupport@quiqup.com - primary contact for fulfillment operations
WhatsApp: Available for quick fulfillment questions and immediate assistance

Best for: Inventory management, order scheduling, picking/packing issues, order investigations (lost/damaged/mis-packed items), integration issues, warehouse operations, and order replacements/exchanges.

Note: Complex WhatsApp issues will be converted to tickets for proper tracking and resolution.

Cross-Border Support +

For international delivery and shipping:

Tickets: Use Quiqup Dashboard (yellow help button) or support portal - best for international tracking
Email: Contact through general support channels
WhatsApp: Available for urgent cross-border queries

Best for: Label requests, international order tracking, customs issues, cross-border integrations, order investigations, and international delivery concerns.

Account & Finance Support +

Tickets: Use Quiqup Dashboard or support portal for account-related requests
Account Management: Your dedicated account manager for strategic discussions and relationship management
Finance: dubaifinance@quiqup.com for billing, payments, and financial queries

Best for: Account settings updates, pickup address changes, billing inquiries, contract discussions, and general account management needs.

Response time: Account updates typically resolved within 24-48 hours. Operational Mon-Fri 9am-6pm

Technical Support +

Email: to apisupport@quiqup.com

Best for: Techincal and integration support

Response time: Technical issues typically resolved within 24-48 hours. Operational Mon-Fri 9am-6pm

How to Submit Support Tickets

Tickets provide the best tracking and documentation for your support requests:

Option 1: Through Quiqup Dashboard (Recommended)

Access the help button: Click the yellow "Help" button in your Quiqup Dashboard
Select your service type: Choose from Delivery, Fulfilment, Cross-border, or Account support
Complete the form: Provide clear details about your issue
Submit: Click 'Submit' to create your ticket

Option 2: Through Support Portal

Visit the portal: Go to support.quiqup.com
Log in: Use your account credentials
Submit ticket: Click "SUBMIT A TICKET" and select your service type
Complete details: Fill out the form and click 'Submit'

Result: You'll receive email notifications as your ticket progresses, and complex WhatsApp issues may be converted to tickets for better tracking.

How to Track Your Tickets

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To view and track all your company's support tickets:

Access Help Desk: Click the "Help Desk" icon in the bottom left of your dashboard navigation
View tickets: See all tickets submitted by your company team
Check status: Monitor progress and responses in real-time

Note: Any user associated with your company can view all company tickets. If you don't see your company's tickets, ensure your account owner has created an organization and added you as a team member.

Response Times & Escalation

Channel	Response Time	Resolution Time
WhatsApp	15-30 minutes	Immediate for simple issues
Email & Tickets	2 hours	24-48 hours (complex issues)
Phone	Immediate	Varies by issue complexity

What happens next: All support operates 7 days a week including public holidays. You'll receive updates via your chosen communication channel and can always track ticket progress through your dashboard.