> ## Documentation Index
> Fetch the complete documentation index at: https://openapidocs.flexforwardship.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to get help with the Flex Forward API

# Support

## Technical support

For integration questions, API issues, or troubleshooting, contact the Flex Forward team:

**Email:** [flex-forward.support@returnhelper.com](mailto:flex-forward.support@returnhelper.com)

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)

<Note>
  A request correlation header (`X-Request-Id`) is planned for a future release. Once available, include it in issue reports for faster resolution.
</Note>

<Warning>
  For production-impacting issues, include **\[PRODUCTION]** in your email subject line so the team can prioritize accordingly.
</Warning>

## Onboarding and account setup

For API access requests, shipper account configuration, or carrier enablement, contact us at the same email address.

The onboarding process:

<Steps>
  <Step title="Request API access">
    Email the Flex Forward team with your use case and expected shipping volume.
  </Step>

  <Step title="Receive credentials">
    You will receive API tokens for the development and production environments, along with your shipper account configuration.
  </Step>

  <Step title="Test in development">
    Use the [development environment](/environments) to validate your integration against courier sandbox services.
  </Step>

  <Step title="Go live">
    Once testing is complete, switch to the production base URL and production credentials.
  </Step>
</Steps>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="How do I get API access?">
    Email [flex-forward.support@returnhelper.com](mailto:flex-forward.support@returnhelper.com) with your use case. The team will provision development and production credentials for your account.
  </Accordion>

  <Accordion title="Which couriers are supported?">
    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.
  </Accordion>

  <Accordion title="Is there a sandbox environment?">
    Yes. The development environment (`https://sandbox.flexforward.com`) connects to courier sandbox services for safe testing. See [Environments](/environments) for details.
  </Accordion>

  <Accordion title="How do I prevent duplicate labels?">
    Use the `idempotencyKey` field in `POST /labels`. The same key always returns the same result without creating a new label. See [Idempotency and Retries](/idempotency-and-retries) for details.
  </Accordion>

  <Accordion title="What format are label documents?">
    Label documents are available as PDF or PNG. The `GET /labels/{id}` endpoint returns a download URL and the document format. See the [API Reference](/api-reference/labels/get-label) for the full response schema.
  </Accordion>

  <Accordion title="Do you support webhooks?">
    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.
  </Accordion>

  <Accordion title="What timezone are tracking timestamps in?">
    Tracking checkpoint timestamps (`checkpointTime`) are returned in UTC (ISO 8601 format with `Z` suffix).
  </Accordion>
</AccordionGroup>