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To submit a support case for all technical issues/matters visit the Global-e Merchant Support Portal. Follow the instructions here to sign in. Global-e handles all tickets, including escalations, in the Portal. The following video shows you how to start using the Global-e platform:

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To escalate a ticket

  1. From the Portal home page, click the user icon (top-right) and select View Existing Requests.
  2. Open the relevant ticket (status must be Open / unresolved).
  3. Click Escalation Request.
  4. Choose an Escalation Reason from the dropdown.
  5. Add Escalation Details explaining the urgency.
  6. Click Submit.The ticket is flagged for prioritization handling by the relevant team.
We encourage using the Escalation Request button whenever an open ticket becomes time-sensitive or requires urgent attention. This ensures:
  • Escalations are logged and tracked through a centralized, visible channel
  • No requests are overlooked or delayed
  • The relevant support team can respond with the necessary priority and urgency