Request Help | Contacting Support

Learn how to contact Listing Mirror support, and how long it will take to get a response on your tickets

Contacting Support

We handle our communication with our clients using our support portal. This allows us to tackle the toughest issues first, making sure no one is left without an answer.

Phone Support

Please see our dedicated phone support article. Learn more

Hours of Operation

We're closed on the weekends, and all major United States holidays.

Do you need after hours support? Learn more

Ticket Priority Level

When submitting a ticket, please adhere to our priority guidelines.

Ticket Priority

Urgent

• ShipStation integration is disconnected from Listing Mirror.
• All inventory levels are incorrect.
• You're unable to update inventory levels.
• You're unable to fulfill or add tracking data to any orders.
• Pricing issues are disrupting your business in a large percentage of listings.
• You've been suspended from a marketplace due to an error.

High

• Ten orders or more cannot be shipped, or tracking not updating.
• Ten listings or more have incorrect inventory levels.
• Ten listings or more where updating price is not working.

Normal

• All issues that aren't a minor bug report or feature request, or fall under the above criteria.

Low

• Minor bug reports, feature requests, and feature feedback.

Response Times

All times mentioned are business hours.

First Reply: The time between the first customer comment, and the first public comment from an agent. This is New status.

Agent Work Time: The combined total time spent in New and Open statuses. The SLA will pause on Pending and On-Hold.

Next Reply: The time between the oldest, unanswered customer comment, and the next public comment from an agent. This is Open status.

Periodic Update: The time between the oldest, unanswered customer comment, and the next public comment from an agent. This is Pending status, and when we send updates.

LITE, PLUS, & PRO Plan Client Response Time