Start here
Operators complete Guided Onboarding in the app. Share the merchant guide for credentials, webhooks, SKU rules, and limitations — it is a reference, not a second checklist.
Contact
Use the contact form or email forbinde@protonmail.com. We aim to reply within 1 business day (Monday–Friday, US Central).
Include your store domain or site URL, Forbinde organization name if you know it, and the order number when the issue is about a specific shipment.
What we help with
- Marketplace install and OAuth reconnect (Shopify, Wix, BigCommerce)
- Connecting LumaSwift (preferred WMS; US labels only, warehouse fulfillment available; fund the Luma wallet or labels will not purchase)
- Connecting Picqer (EU warehouse: API URL, API key, auto shipment webhook, SKU / productcode)
- Connecting Ongoing WMS (EU warehouse: API URL, username, password, Goods Owner ID, webhook)
- Shipping labels path: packing confirm, quotes, label purchase, tracking writeback
- Optional warehouse fulfillment holds, SKU mapping, and retries
- Billing / subscription gates that block order sends
Guides
- Merchant guide (all platforms)
- Picqer merchant guide
- Operator console: app.forbinde.com
Common fixes
- Order held — missing carton
- Weight and/or L×W×H are missing. Enter carton size on the order, or set the ship carton once on the connection (Connections → Open). On Shopify, the Admin Package picker is not readable by apps — ship carton in Forbinde is required for dims.
- Order held — cancel window
- Weight and dims are already set. Forbinde waits ~15 minutes so the customer can cancel, then buys the label automatically. This is normal, not a failed setup.
- Label bought, no tracking on the store
- Paste the webhook URL from Forbinde into LumaSwift (destination / shipment notifications). Then check the order in Forbinde → Events for writeback errors.
- Picqer order held — product not found
- The store SKU is not a Picqer productcode. Create the product in Picqer, or map the store SKU in Catalog, then retry the held order. Matching is exact (leading zeros and letter case count).
- Picqer shipped, no tracking on the store
- Destinations → Picqer should show Shipment webhook: Connected. If Missing or Inactive, Repair / re-register. Then check Events for writeback errors.
- Checkout rates missing (Shopify)
- Save a complete ship-from address / ZIP on Destinations, then register or enable checkout rates on the Shopify connection.
- Temporary destination errors (429 / 5xx)
- Forbinde retries stuck sends automatically. If it stays held, open the order and retry after a few minutes.
Privacy requests
For customer data export or deletion requests related to data Forbinde stores, email forbinde@protonmail.com or see the Privacy Policy. Shopify merchants also receive automated compliance webhook handling when Shopify sends GDPR webhooks.
Status
If app.forbinde.com or api.forbinde.com is unreachable, email support with the time (UTC) you first noticed the issue. For carrier-level delays after a label is purchased, contact the carrier or LumaSwift with the tracking number.