9. Policies & SLA
Contact and Escalation Directory
Use this directory to reach the right person or channel for your needs. Primary Support Channel Support Portal: support.youparcel.com Recommended for all non-urgent requests. Provides a ticket number, documentation trail, and SLA tracking. General ...
Glossary of Fulfillment Terms
A reference guide to common terms used in fulfillment and logistics. 3PL (Third-Party Logistics) A company that provides outsourced logistics services, including warehousing, fulfillment, and shipping, on behalf of another business. YouParcel is a ...
Frequently Asked Questions
How long does it take to get set up with YouParcel fulfillment? Most clients are fully onboarded and ready to process live orders within 3 weeks. This includes MSA signing, platform integration, product setup, and receiving your first inbound ...
Escalation Process
If a ticket has not been resolved to your satisfaction or within a reasonable timeframe, you have clear escalation paths. Step 1: Follow Up on the Ticket If you have not received a response within 1 business day, reply to the ticket email or log in ...
How to Submit a Support Ticket
The fastest way to get help from the YouParcel team is to submit a support ticket through the portal. This article explains how to write an effective ticket. When to Submit a Ticket Missing, delayed, or incorrect orders. Receiving discrepancies or ...
Holiday and Peak Period Planning
Q4 is the most demanding period in e-commerce fulfillment. Proper planning with YouParcel ahead of the holiday season ensures your customers receive orders on time and your operations run smoothly. Key Dates to Plan Around October: Begin Q4 inventory ...
Data Security and Privacy
YouParcel takes the security of your business data and your customers' personal data seriously. This article outlines our approach to data security in the context of fulfillment operations. Customer Data We Handle To fulfill orders on your behalf, ...
Liability and Insurance
This article provides a summary of YouParcel's liability position and recommendations for client insurance. For the full and legally binding terms, please refer to your Master Services Agreement (MSA). YouParcel's Liability YouParcel's liability for ...
Prohibited and Restricted Products
Certain product categories cannot be stored or fulfilled by YouParcel due to legal, regulatory, or safety constraints. Review this list before onboarding new products. Prohibited Products (Cannot Be Accepted) Firearms, ammunition, and firearm ...
Service Level Agreement (SLA) Overview
YouParcel is committed to delivering consistent, measurable fulfillment performance. This article summarizes our standard service level commitments. Order Accuracy YouParcel targets 99.7% order accuracy (correct items, correct quantities shipped per ...