Table of Contents
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Why some merchants think ShipBob provides “inconsistent customer support”
How ShipBob improved customer support consistency
4 ways ShipBob delivers consistent merchant support
When evaluating a fulfillment partner, reliable customer support isn’t just nice to have — it’s essential for keeping your operations running smoothly. You need a partner who understands your business, responds quickly when issues arise, and provides consistent guidance as you scale.
Yet many merchants worry about getting lost in the shuffle with large 3PLs, dealing with outsourced support teams, or facing long wait times for basic assistance.
Why some merchants think ShipBob provides “inconsistent customer support”
The concern about inconsistent customer support often stems from experiences with other fulfillment providers or outdated information about ShipBob’s earlier operations. Merchants commonly express this objection as: “I’ve heard mixed reviews about ShipBob’s customer service” or “As a large 3PL, ShipBob probably won’t give my brand personal attention.”
Four core assumptions typically drive these concerns:
- Support teams at large 3PLs are outsourced to call centers with limited knowledge of actual operations.
- Bigger fulfillment providers treat smaller merchants as low priority, making it difficult to reach someone when problems arise.
- Self-service onboarding models leave merchants to figure things out alone without proper guidance.
- Support quality varies widely depending on which representative you reach or what time you contact them.
While these concerns reflect real challenges in the fulfillment industry, they don’t accurately represent how ShipBob operates today.
How ShipBob improved customer support consistency
ShipBob has updated its support structure over recent years in many ways, including expanding support channels, implementing localized and extended support hours, and discontinuing self-service onboarding. Now every merchant goes through a comprehensive implementation process led by ShipBob’s installation experts.
Additionally, all support representatives are full-time ShipBob employees — not outsourced workers — ensuring the highest accountability and internal knowledge.
The company provides multiple support channels, including live chat, phone support, email support, a case portal, a dedicated Merchant Success Manager for larger merchants, on-site fulfillment center representatives on the warehouse floor, and a specialized Tech Pod for technical issues.
Our customer testimonials consistently highlight ShipBob’s attentive, proactive approach, with merchants describing the support team as an extension of their own operations.
“From day one, the ShipBob team has been incredible. Our account manager is fantastic. She’s responsive, patient, and helpful even when I’m stressed and asking the same questions over and over. Working with ShipBob feels like a true partnership. I appreciate that I’m talking to real humans, not bots, unlike other companies. When I’m stressed about something, it’s comforting to have a real person to work things out with.”
Annie Leal, owner of I Love Chamoy
4 ways ShipBob delivers consistent merchant support
Understanding how ShipBob structures its support team and resources helps explain why merchants receive reliable assistance regardless of their size or needs.
1. Every merchant gets expert-led onboarding and implementation
ShipBob no longer offers self-service onboarding as of 2025, a change that addresses one of the main sources of earlier support concerns.
What this means in practice
When you partner with ShipBob, you work directly with implementation specialists who guide you through every step of the setup process.
These onboarding experts help configure your products in the system, map shipping options, establish fulfillment rules, send inventory to ShipBob, and ensure your specific requirements are properly documented. You’re not left to figure out logistics processes or a new software on your own, or sift through documentation of best practices.
What changed
Over the past few years, ShipBob has moved away from its former self-service “Growth Plan” model that allowed small merchants to onboard themselves. The company recognized that proper implementation sets the foundation for long-term success, so now every merchant — regardless of size — receives hands-on support from day one.
Why it matters to merchants
- Faster time to accurate fulfillment operations
- Fewer setup errors that could impact early customer orders
- Clear understanding of all available features and services
- Consistent processes across all merchant accounts
- Direct access to expertise during the critical launch phase and ongoing support after that
Onboarding in action: Food Huggers
Food Huggers experienced this dedicated support firsthand when they switched to ShipBob after working with a massive 3PL that was “completely unapproachable.”
As Juliana Brasil, Director of Operations, explains:
“We moved to ShipBob right after that, and have received dedicated support ever since! We’ve had a handful of Merchant Success Managers as our main point of contact at ShipBob, and each one has been stellar. With real individuals helping us troubleshoot and provide guidance, we know that the next time we go viral, we will always be ready.”
2. All support comes from ShipBob employees, not outsourced call centers
Every support representative you reach is a full-time ShipBob employee with deep knowledge of the platform and operations.
What this means in practice
ShipBob’s support team reports directly to the Operations team, led by Chief Supply Chain Officer Melissa Nick, who for a decade previously oversaw fulfillment for all of North America at Amazon. Support representatives work from multiple countries, including the US, Australia, the UK, Europe, and India, providing localized, country-specific support hours.
These employees have direct access to your account-specific information and nuances, fulfillment center operations, and technical systems. They’re not reading from scripts and can escalate to the correct specialized team as needed.
What changed
While some 3PLs rely on third-party call centers to handle customer inquiries, ShipBob’s support team is built and managed entirely in-house. The company has also scaled its support operations alongside its growth, using size and experience to provide better service rather than becoming less accessible.
Why it matters to merchants
- Consistent training and knowledge across all support interactions and locations
- Direct accountability for issue resolution
- Support representatives who understand ShipBob’s actual capabilities
- No communication barriers between support and fulfillment operations
- Automated handling of tedious tasks like filing carrier claims
Employee-driven support in action: Earthley
Ben Tietje, Co-Founder and CEO of Earthley, validates this approach:
“Having spent 10 years in EIT at a Fortune 20 company, I’ve worked with over 100 different SaaS providers — and ShipBob has one of the highest quality customer service and tech support teams that I’ve ever worked with. When we had an issue with one of the pick processes, I brought it up to a member of ShipBob’s team — and three days later, they had completely solved the issue not just for us, but for every one of their customers.”
3. Multiple support channels ensure you reach the right expert quickly
ShipBob provides various ways to connect with support, each designed for different types of needs and urgency levels.
What this means in practice
You can create support cases through the case portal, email the Support team directly, start a live chat, or call for urgent issues. Larger merchants work with a dedicated Merchant Success Manager who provides strategic recommendations and proactive optimization suggestions, along with in-depth quarterly business reviews. ShipBob even has specialized Tech Pods that handle technical troubleshooting as the first line of defense.
Finally, on-site support representatives in fulfillment centers offer boots-on-the-ground communication when you need eyes on your inventory or operations, and ShipBob’s comprehensive Help Center provides step-by-step documentation for quick answers and how-to’s.
What changed
ShipBob has expanded beyond basic email support to create specialized teams for different merchant needs, as well as automated actions for tasks like filing carrier claims so you can get refunded instantly without needing to go back and forth with an agent. The addition of on-site fulfillment center representatives and Tech Pods ensures that complex or technical issues reach the right experts immediately rather than bouncing between generalists.
Why it matters to merchants
- Faster resolution for technical versus operational issues
- Strategic guidance for growth and optimization
- Direct warehouse communication when needed
- Multiple ways to reach support based on your preference
- Proactive recommendations rather than just reactive problem-solving
Multi-channel support in action: Pet Lab
PetLab’s experience demonstrates this multi-layered support in action. As COO Stephanie Lee notes:
“While ShipBob has exhibited its ability to manage large volumes, they have also made our experience working with them feel intimate. Each of our operations team members have a direct line with our ShipBob success team, and every time we voice making an improvement or requesting a change, they have come back with solutions so that together, we can do more.”
4. Merchants view ShipBob as an extension of their team
Merchants consistently describe ShipBob’s support team as an extension of their own brand, demonstrating genuine investment in each merchant’s success.
What this means in practice
ShipBob’s merchant-facing teams take time to understand your specific business model, seasonal patterns, and growth goals, every step of the way. Each year, they proactively reach out before peak seasons to hear from you on promotion plans to ensure proper staffing and preparation. When issues arise, the team works to solve root causes rather than just addressing symptoms.
Merchant feedback directly influences product roadmap and development, with features getting prioritized based on merchant feedback. Brands that get a Merchant Success Manager receive consistent communication and strategic guidance.
What changed
ShipBob has cultivated a culture where support teams view themselves as partners in merchant success rather than ticket processors. The company actively solicits feedback through its merchant events like Fulfilled and implements merchant-requested features into the platform.
Why it matters to merchants
- Support that understands your unique business context
- Proactive problem prevention, not just reactive fixes
- Solutions tailored to your specific needs
- Real relationships with consistent points of contact
- Real influence on platform improvements
Support that’s an extension of your team in action: Elle Sera
Elle Sera’s experience showcases this partnership approach. Operations Manager Kelly Bond shares a revealing example:
“I got a call from one of ShipBob’s fulfillment center associates telling me that for some reason, a fulfillment rule in the system had not been turned on. I was about to panic, but she immediately said to me, ‘I knew you wouldn’t want to worry about work this weekend, so I’ve taken the liberty of fixing the problem for you.
Everything’s processing fine now, and all the orders are going out the right way.’ That proactivity is what makes ShipBob a truly fantastic partner and helps me trust that they have everything under control.”
Work with ShipBob to help scale your brand
ShipBob’s customer support has evolved significantly over the years and continues to improve, with expert-led implementation for every merchant, full-time employee support teams, multiple specialized support channels, and a true partnership approach. These improvements ensure that growing ecommerce brands receive the consistent, reliable support they need to scale their operations with confidence.
Ready to work with a fulfillment partner that treats your products like their own? Request your custom quote to learn how ShipBob’s dedicated support team can help optimize your operations.
FAQs about how ShipBob supports merchant success
Here are answers to common questions about ShipBob’s customer support structure and capabilities.
How quickly can I expect responses from ShipBob’s support team?
ShipBob offers multiple contact methods including live chat, phone, a case portal, and email support with country-specific hours. Same-day on-site support is also available to connect with our support reps on the warehouse floor. Bigger merchants also receive a dedicated Merchant Success Manager to manage their account.
Will I have a dedicated point of contact or work with different representatives?
Larger merchants receive a dedicated Merchant Success Manager who serves as their primary contact for strategic conversations and develops deep knowledge of their business. All merchants can access the broader support team for immediate day-to-day assistance while maintaining consistency through documented account history.
Does ShipBob provide support for technical integration issues?
Yes, ShipBob has a specialized Tech Pod specifically trained for technical troubleshooting and integration support. This team serves as the first line of defense for technical issues and works directly with the engineering team when needed. Additionally, ShipBob has a Solutions Architect team that can help with custom integrations and other complex tech needs (e.g., if you’re implementing a new ERP).
What happens if I need help during peak season or a viral moment?
ShipBob’s support team proactively prepares for merchant peak seasons by adjusting fulfillment center staffing and reviewing your setup in advance. During unexpected viral moments, your support team can quickly scale operations to handle increased volume.
Can I visit fulfillment centers or speak with on-site teams?
ShipBob has on-site support representatives in its fulfillment centers who provide direct warehouse communication when needed. Many merchants have visited facilities to meet their teams in person and better understand operations.
How does ShipBob handle carrier claims and shipping issues?
ShipBob’s support team handles carrier claims automatically on your behalf — a service many 3PLs don’t provide. When shipments are lost or damaged, the team manages the claims process and follows up with carriers, saving you significant time and effort. Many instances can even be handled in an automated fashion, providing a refund instantly without any back and forth needed.
