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Need help? We’re here for you. FirearmCart provides a comprehensive support ticket system to ensure your questions are tracked and answered efficiently.

Support Ticket System

Creating a Support Ticket

The primary way to get help is through our built-in support ticket system:

1. Navigate to Support in your dashboard
2. Click Create Ticket
3. Fill in the ticket details:
   • Subject - Brief description of your issue (5 to 255 characters)
   • Description - Detailed explanation (minimum 10 characters)
   • Category - Select the appropriate category
   • Priority - Set urgency level
4. Attach files if needed (max 10MB per file)
5. Submit your ticket

Ticket Categories

Priority Levels

Ticket Features

Support Chat

You can also reach us from the chat panel in the dashboard without leaving the page you’re on. It offers three quick starting points — Ask a question, Send feedback, and Report an issue — and creates a normal support ticket behind the scenes, so anything you start in chat also appears on your Support page. The chat panel is the full support experience on mobile.

Viewing Your Tickets

Ticket List

Click Support in the sidebar. On a desktop this opens the support chat panel; to reach the full ticket list, go to /support directly. On mobile, Support takes you straight to your conversations.

The ticket list lets you:

• View all open, pending, resolved, and closed tickets
• See unread message indicators
• Filter by status
• Search by ticket number or subject
• Sort by status, priority, or last reply date

Ticket Statuses

Responding to Tickets

1. Open your ticket from the Support page
2. Read the latest response
3. Type your reply in the message box
4. Attach any additional files if needed
5. Click Send

Note: The reply box is hidden once a ticket is resolved or closed. To continue the conversation, reopen the ticket first — or start a new one.

Help Center

URL: docs.firearmcart.com

You can open it any time from the Documentation link in the dashboard sidebar.

Best for:

• Self-service answers
• Step-by-step guides
• Quick reference

Resources available:

• Getting started guides
• Feature documentation
• Troubleshooting articles
• Best practices

System Status

Check status.firearmcart.com to see whether a problem is a known platform incident before you open a ticket. It’s also linked from the support chat panel.

Email

If you can’t sign in to reach the ticket system, email support@firearmcart.com. For everything else, use a support ticket — it gives you a tracked thread, attachments, and status updates that email doesn’t.

Response Times

Support response targets are set by your plan:

Factors Affecting Response

• Current support volume
• Issue complexity
• Information provided
• Ticket priority level

Getting Faster Help

What to Include

For the fastest resolution, include in your ticket:

Example Good Support Ticket

Subject: Orders not syncing to ShipStation since yesterday

Description:

Orders placed after 2:00 PM EST yesterday are not appearing
in ShipStation. Orders before that time synced fine.

I've already tried:
- Checking the integration status (shows connected)
- Clicking "Sync now" (no new orders appear)
- Verifying ShipStation is receiving from other sources (it is)

Screenshot of integration settings attached.

Example Poor Support Ticket

Subject: Help

Description:

Something is broken. Please fix.

Satisfaction Rating

Once a ticket is marked Resolved, you can rate your support experience:

1. Open your resolved ticket on the Support page
2. See the satisfaction rating prompt
3. Select 1-5 stars
4. Optionally add feedback
5. Submit your rating

You’ll only be asked once per ticket. Your feedback helps us improve our support quality.

Specialized Support

Technical Issues

For technical problems:

1. Check Troubleshooting first
2. Create a support ticket with category Technical
3. Include error messages and screenshots
4. Note any recent changes made

Billing Questions

For billing issues:

1. Open the profile menu and choose Billing
2. Review current invoices
3. Check payment method status
4. Create a support ticket with category Billing

Common billing topics:

• Invoice questions
• Plan changes
• Payment failures
• Refund requests

Compliance Questions

For FFL and compliance:

1. Review FFL Compliance docs
2. Consult ATF resources for regulations
3. Create a support ticket for platform-specific questions

Note: FirearmCart provides platform support. For legal compliance advice, consult with your attorney or compliance officer.

Feature Requests

Have an idea to improve FirearmCart?

1. Create a support ticket with category Feature Request
2. Describe the feature you’d like
3. Explain the problem it would solve
4. Include any examples or references

We review all feature requests and prioritize based on customer demand.

Bug Reports

Found a bug?

1. Create a support ticket with category Bug Report
2. Describe what happened vs. what you expected
3. Include steps to reproduce
4. Attach screenshots or screen recordings
5. Set priority based on impact

Escalation

When to Escalate

If your issue isn’t resolved:

How to Escalate

1. Reply to your existing support ticket
2. Explain why the current resolution isn’t sufficient
3. Provide any additional context
4. Our team will review and respond

Feedback

How to Provide Feedback

We value your input:

What Happens with Feedback

1. All feedback is reviewed
2. Common requests are prioritized
3. Feature roadmap updated regularly
4. Bug reports investigated promptly

Quick Reference

Ticket Categories at a Glance

Priority Guide

Related Documentation

• FAQ - Common questions and answers
• Troubleshooting - Self-service solutions
• Getting Started - New user guide