Start here
Follow the setup checklist: Store → shipping setup. Pick your platform in the dropdown. Do all five steps before the first paid order (store, LumaSwift, webhook, weight + ship carton, billing).
Contact
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 (API key, warehouse / ship-from, webhooks)
- 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
- Setup checklist (all platforms)
- 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.
- 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.