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What to Include When You Get in Touch

A clear first message helps us understand your situation quickly and point you toward the right next step. Barcoding and EDI questions often depend on small technical details, so the more context you can share up front, the fewer back-and-forth emails it usually takes to get to a useful answer.

Helpful details for barcoding enquiries

• What you are labelling: individual products, cases, pallets or internal assets.
• Symbologies in use or required: for example UPC, EAN, Code 128, GS1-128 or QR codes.
• Your current setup: label printers, scanners and any warehouse or inventory software involved.
• Customer requirements: retailer or distributor label specifications you have been asked to follow.

Helpful details for EDI enquiries

• Trading partners: who you exchange documents with and whether they have issued an onboarding guide.
• Document types: such as purchase orders (850), invoices (810) or advance ship notices (856).
• Standards and transport: ANSI X12 or EDIFACT, and whether partners expect AS2, SFTP or a VAN.
• Deadlines: any go-live or compliance dates your partners have set.

Questions about service levels

If you are comparing response times, uptime expectations or escalation paths, tell us which commitments matter most to your operation. Our Standings page sets out how we think about SLA clarity, and it can help frame the questions you want answered.

Please avoid sending passwords, private keys or full production data files by email. A description of the problem, an anonymised sample or a screenshot of an error message is usually enough to start. Before writing, you may also find answers to common questions in our Support and Resources sections.