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

Listing Mirror handles 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.

Do you need to review your tickets? Learn more

Do you need to open a new ticket? Learn more

 

Phone Support

We offer phone support to any client on the PLUS plan or above. To request phone support, open a ticket with our support staff.

State what you'd like to discuss, and any SKU or order number you need help with. This allows us to prepare for the meeting, and attempt to understand the issue before meeting. Our support calls are limited to 15 minutes.

Regardless of plan, we offer new user training for everyone during their trial. Current users welcome. Learn more

 

Hours of Operation

Day	Open	Close
Monday	09:00 AM EST	06:00 PM EST
Tuesday	09:00 AM EST	06:00 PM EST
Wednesday	09:00 AM EST	06:00 PM EST
Thursday	09:00 AM EST	06:00 PM EST
Friday	09:00 AM EST	06:00 PM EST

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 quantity levels are incorrect.
• You're unable to update quantity levels.
• You're unable to ship 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 fewer cannot be shipped, or tracking not updating.
• Ten listings or fewer have incorrect inventory levels.
• Ten listings or fewer 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

	Urgent	High	Normal
First Reply	10 minutes	20 minutes	2 hours
Agent Work Time	3 hours	16 hours	24 hours
Next Reply	30 minutes	1 hour	6 hours
Periodic Updates	1 hour	2 hours	10 hours

 

PRIME (and above) Client Response Time

	Urgent	High	Normal
First Reply	10 minutes	20 minutes	45 minutes
Agent Work Time	1 hour, 30 minutes	8 hours	12 hours
Next Reply	20 minutes	45 minutes	3 hours
Periodic Updates	1 hour	2 hours	10 hours