Get help
Send a message from the Help page in Parcello, what to include, and when to contact your carrier or Shopify instead.
Updated October 5, 2026
The quickest way to reach Parcello support is the Help page inside the app. Your message reaches us with your store’s details attached, and you get a reference number for it.
Send a message from the Help page
- In Parcello, click Help in the menu.
- Check Name and Email. Parcello fills them in from your store, and you can change them. We reply to this email.
- Enter a Subject and pick a Topic: Bug report, Feature request or Question.
- Write your Message.
- Add up to three Attachments if they help, such as a screenshot of an error or a carrier invoice.
- Click Send message.
You should see a Message sent banner with your reference number, for example PARC-1790000000000-12345. Keep it in case you follow up. You can add more files later by replying to our email.
| Field | Required | Notes |
|---|---|---|
| Name | No | Filled in from your store |
| Yes | Where we reply | |
| Subject | Yes | A short summary |
| Topic | Yes | Bug report, Feature request or Question |
| Message | Yes | The details |
| Attachments | No | PNG, JPEG, GIF, WebP or PDF, up to 5 MB each, 3 files max, 15 MB in total |
With each message, Parcello also sends us your store’s myshopify.com address, your plan, the Parcello version and your browser, so you don’t need to look those up.
Email instead
The Help page also shows our support address: parcello-support@oursevenpeas.com. You can write to it directly, or use the form on our contact page if you can’t open Parcello.
What to include
A few details save a round of questions:
- The order number, such as Order #1001, and which shipment or box if the order has more than one.
- The exact message Parcello or the carrier showed. Copy the text rather than describing it.
- What you clicked just before it happened, and what you expected.
- The carrier and service, and the tracking number if a label exists.
- A screenshot of the page, added as an attachment.
For checkout rates, include the products in the cart, their quantities and the destination ZIP code.
Who to contact for what
| Question | Contact |
|---|---|
| Setup, packing, rates, labels, customs forms or tracking in Parcello | Parcello support |
| Errors when connecting a carrier in Parcello, including FedEx | Parcello support |
| Your Parcello plan | Parcello support |
| Your carrier account, contract rates or what the carrier billed you | Your carrier (UPS, FedEx, Estes or FedEx Freight) |
| A lost or damaged package, a missed pickup or a delivery problem | Your carrier |
| Filing a refund claim for a late delivery | Your carrier (Potential refund claims shows which ones to file) |
| Your Shippo account, the carriers on it and postage refunds | Shippo |
| Your Shopify invoice, payment method, shipping zones and the emails Shopify sends customers | Shopify |
| Whether your Shopify plan supports rates at checkout | Shopify |
When you’re not sure who to ask, start with us.
Notes and limits
- Attachments are sent with your message and aren’t stored in Parcello.
- At the bottom of the Help page you’ll find links to the Privacy Policy and Terms of Service.
Troubleshooting
| Message | Cause | Fix |
|---|---|---|
| “Subject, message, and email are required.” | One of the required fields is empty | Fill in Subject, Message and Email |
| “Attachment too large. Maximum 5 MB per file.” | A file is over 5 MB | Make the screenshot smaller or send it as a reply to our email |
| “Attachments total 18.2 MB; limit is 15 MB.” (with your total) | The files add up to more than 15 MB | Send fewer files, then the rest by replying to our email |
| “1 file(s) rejected. Allowed: PNG, JPEG, GIF, WebP, PDF up to 5 MB each.” | The file is another type, such as a spreadsheet | Save it as a PDF or a screenshot, or send it by email |
| “We couldn’t send your message right now. Please email us directly at parcello-support@oursevenpeas.com and we’ll get back to you.” | The message didn’t go out | Email us at that address |