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 changing the delivery address.
Requesting help
Contact support via email at support@icarry.app with details about the issue.
Provide context including booking IDs, dates, and a clear description of the problem.
Keep any screenshots or photos as evidence that you can share if requested.
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.