• This could be a malfunction or failure in the Shippo system. When you see the account balance displayed wrong, please contact Shippo immediately for assistance.
Please contact Shippo for further advice and answers.
Please contact Shippo for advice and support: Hotline: Globe +63 915 091 6355, Smart +63 999 678 1082, PLDT (02) 5159749 Email: ph.support@shippo.ph
  • In the Finance page, you can view the financial changes on the waybills by filtering the tracking number. To filter, please enter the tracking number into the object field.
  • Note that you will only see changes when the orders have been delivered.
 
  • Subject line in financial history: This is understood as the finished orders (the orders “Delivered", "Succeeded"). The object's information is displayed by the tracking number.
  • Accounting Entry not having the main object is a transaction arising directly regardless of the orders that you have created. These include: deposit or withdrawal from the account, adjustment in financials, gifts, etc.
  • When sending a text message, your phone number will be filled in by default at the text box number in the online chat box
  • If you do not enter your personal phone number, the system will ask you to enter the number before chatting online.
  •  The purpose of this is so that Shippo can contact you for support in case you have some difficulty or inquiries on using the system.
  • If you forget your password, just click on the Forgot password link and follow the prompts to retrieve your password.
  • You are not able to log in because of incorrect username (or email) and password.
  • You can log in to the system using your registered username or email. In case you forget your username, you can replace the email, then create the login page. Just input email in the "username" and enter the password, then click on Login to get into your account.
  • If you still cannot login to the system, just use the password forget function or alternatively, you may contact Shippo for support.
  • When registering a Shippo account, you will have both your username and email in your account.
  • When logging in, you can use either your username or your email address.
  • Shippo will send payment through the bank account number you provided.
  • When the manager makes financial adjustments, all information about the time, value, the person performing the adjustment, and so on, are fully recorded at the financial history page of the customer to transparent information.
  • In order to know which transactions occur in a certain period of time, you can go to the financial page to search by time period.
  • Select the period from the date that you want to know which transactions have occurred. The system will then display the list of transactions that have occurred at the time you have selected.
  • When the goods have been delivered to the consignee, which means the consignee has already received the goods and Shippo has collected the COD (if any), Shippo does not support the cancellation. You may only cancel your waybills when the goods have not been delivered or if in Standby mode.
  • In special cases, please contact Shippo customer service for processing.
  • Shippo needs to transfer the money collected to you after delivery to the recipient, so you need to provide bank information to facilitate the transfer of money collected. You may provide bank account information to Shippo by the following:
  • Login to your account: https://my.shippo.ph
  • In the menu on the left side of the screen, click your personal page.
  • At the customer details - your account, scroll down to the Bank Account Information section.
  • Fill in the correct bank information for us to transfer money to you.
Shippo online support is available for you at any time:
  • Visit the Shippo login page: https://my.shippo.ph
  • In the login page, on the right side of the screen, there is an online chat box with Shippo.
  • You can send a message to Shippo via this chat box. Shippo will quickly provide support and feedback to you.
  • Currently, Shippo has no express delivery service. Please contact Shippo for advice and support.
  • In that case, that address might not be included in Shippo's address list. Please contact the customer service to provide information about the province / city / district so Shippo can add it to the list. It would be great if you could also provide the postal code of the place to Shippo.
  • You cannot correct the information of your order if it is in any of the following status: Successfully Returned, Cancelled, Decline.
  •  These are called final states of the order. In the final state, you will not be able to correct or add any information that has not been included in the transaction.
  • In case you need to correct the information of an order in the final status, please contact the customer service department for advice and support.
  • The COD value of the order before delivery to the recipient is for the purpose of providing Shippo employees the amount of money to be collected.
  • Once in Shipped status, your goods has been delivered to the recipient and Shippo has already collected payment. This means that you can no longer fix COD because this number has been replaced by the COD actually collected.
  •  When the shipping fails and you do not receive an SMS message, there may be two possible reasons:
  • Case 1: Your phone number is inaccurate.
  • Case 2: Shippo's message-sending system is having problems and the SMS notification message failed to send successfully. Please contact Shippo for repair assistance!
  • Prohibited goods include: fresh food, illegal drugs, opium, weapons and and any other goods prohibited by the state.
  • Your order may have been rejected because it contains any one or more of the prohibited items.
  • To ensure the best quality of service, Shippo has specified various types of items which are subject for refusal of service. If the order contains any of the items on the list, Shippo reserves the right to refuse your order. Please review the Shippo delivery terms and policy to use the service in the most convenient way.
  • In the case of order refusal, you will be notified by Shippo staff at the time of pick up or in the case later.
 
  • Actual COD is the actual amount that Shippo collected for delivery. It is possible that, due to changes in agreement between you and the recipient, the actual COD may differ from the original COD.
  • COD will automatically update your shipment details when Shippo collects money from the recipient.
  • Cash On Delivery (COD): This is the amount that you want Shippo to collect from the recipient for you.
  • How to use COD: You fill in the amount of COD that you want Shippo to collect when creating your order (waybill).
  • If you want to change your COD, click into that waybill and change the COD again.
  • The amount of COD you change will be updated immediately.
  • Note: You can only fix COD that is not in the Delivered status.
 
  • After you create your waybill by excel, the system will send the results to your email. In the case that you do not receive Shippo email, the following may have occurred:
  • Due to the large number of waybills, the system takes some time to process and send result emails. In this case, please wait for the system to email the results soon.
  • If you still do not see the email, this is could be a technical error leading to the email not sent. Please contact Shippo for assistance.
  • Your email address is inaccurate or blocked. Send a correct and active e-mail address to Shippo.
  • When preparing the excel file, you need to enter the pick-up address of the goods. In order to find the address, please follow these steps:
  • Sign in to your account.
  • In the menu on the left side of the screen, click your personal page.
  • Click on the list of pick-up addresses to display the pick-up address list.
  • On the address list, get the ID of the address that you need.
  • Private notes are personal notes created for marking, remembering your waybill and are not visible to the administrator. The administrator will not be able to see them.
  • You use personal notes to record details and information you want to remember about your waybill, to facilitate the search and arrange, and to serve as a reminder. Only you can see personal notes.
  • Private notes can be created directly when making a waybill in the form of waybill create, or you can edit and create at Your Detailed Waybills by clicking the pen icon next to the note in Personal Note at Receiver field.
  • You can make and edit notes in the waybill. There are three sections: notes for pickup, notes for receiving, and other notes.
  • Each type of note has a different purpose, all for a more convenient transaction.
  • Pick-up Note: Please use to notify Shippo staff of any important detail or additional instructions in picking up your goods. For example, you may make a note for a better description of your pick-up address, such as your work address, identification, etc.
  • Receiving note: Use when you want to notify Shippo staff of any additional delivery information. You can describe more about the receiving address or note that this might be the sample delivery to the receiver and may be returned.
  • Other note: This is personal your personal use and only you can see this. As examples, you may use this to mark a waybill, tracking number on your system, etc.
  • These notes can be created at the waybill step.
  • Shipping/delivery notes in the order can be fixed or changed by clicking the edit button.
You can create multiple waybills at the same time for your work. Shippo supports creating up to 100 waybills at the same time with a function on the excel file. To create multiple waybills, please follow these steps:
  • At the Waybills list page, click the Create waybills button on the upper right hand corner of the screen.
  • Choose the Create waybills by Excel tab. There is a sample excel files and instructions for you to download to see how to create waybills on excel.
  • Upload your excel file with completed data.
  • After successfully downloading the file, the system will analyze your excel file and create the waybills, which can take 3-10 minutes or longer depending on the number of waybills. The results will be sent to your email. Please open email to see the results of your waybills.
  • If you want to change the password of your account, please follow these steps:
  • Log in to your account.
  • On the left menu, select Personal Page function.
  • Click on “Change” next to “Password”.
  • The form displays the password change
  • Please enter old password and new password in the correct form.
  • Click Save button to save the new password.
  • New password should be different from old password. At this time, you have changed the password successfully and the old password will no longer be used