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Support

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Technical support

For integration questions, API issues, or troubleshooting, contact the Flex Forward team: Email: [email protected] When reporting an issue, include the following to help us resolve it quickly:
  • Environment (production or development)
  • Endpoint called (e.g., POST /labels)
  • Label ID (if applicable)
  • Request timestamp (ISO 8601 format)
  • HTTP status code received
  • Error response body (full JSON)
A request correlation header (X-Request-Id) is planned for a future release. Once available, include it in issue reports for faster resolution.
For production-impacting issues, include [PRODUCTION] in your email subject line so the team can prioritize accordingly.

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Onboarding and account setup

For API access requests, shipper account configuration, or carrier enablement, contact us at the same email address. The onboarding process:
1

Request account enablement

Email the Flex Forward team with your use case and expected shipping volume so we can enable your account and configure your shipper account.
2

Retrieve credentials

Once your account is enabled, sign in to the Return Helper User Portal and copy your API key and API token from Settings → Signing Key and API Token, for both the development and production environments.
3

Test in development

Use the development environment to validate your integration against courier sandbox services.
4

Go live

Once testing is complete, switch to the production base URL and production credentials.

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Frequently asked questions

Sign in to the Return Helper User Portal and copy your API key and API token from Settings → Signing Key and API Token. If your account is not yet enabled for Flex Forward, contact [email protected].
YunExpress is currently enabled for production shipments, supporting global cross-border e-commerce shipping lanes. Additional carriers are enabled based on shipping lane requirements and account onboarding. Contact the team to discuss carrier availability for your integration.
Yes. The development environment (https://sandbox.flexforwardship.com) connects to courier sandbox services for safe testing. See Environments for details.
Use the idempotencyKey field in POST /labels. Retrying with the same key and unchanged body returns the stored result without creating a new label. A changed body returns 409 IDEMPOTENCY_CONFLICT. See Idempotency and Retries for details.
Label documents support PDF and PNG. Request label.format: "PDF" or "PNG"; the GET /labels/{id} response reports the selected format as lowercase pdf or png. See the API Reference for the full response schema.
Webhooks are not currently available. Use GET /tracking/{id} to poll for tracking status updates. Contact the team if you have a use case that requires push-based notifications.
Tracking checkpoint timestamps (checkpointTime) are returned in UTC (ISO 8601 format with Z suffix).