Escalating to support
Know when to bring in iCarry support and what to expect once you do.
When to escalate
Raise a ticket if the other party stops responding ahead of a critical milestone.
Report any abusive language or threats immediately.
Contact support when major changes occur without mutual agreement, such as a new delivery address.
Requesting help
Tap the Support icon in the chat header to open a pre-filled form with context.
Attach screenshots, photos, or audio clips that illustrate the issue.
Choose how you want support to reach you so we can respond swiftly.
Resolution process
Support reviews escalations within 15 minutes during business hours and prioritizes urgent cases.
We may join the chat directly or schedule a call if that helps reach a resolution faster.
Key decisions and next steps are summarized in the conversation so both parties stay informed.