Merchant Help Center
For merchants shipping packages. Your complete resource for shipping internationally with Passport. From creating shipments and managing returns to handling customer support issues and configuring integrations
Shipping Operations
- Brand Resource Guide
- Which countries does Passport ship to?
- What are the limitations on Passport shipments?
- How do I ship to a customer's Post Office Box? (DDP vs. DDU)
- What are the last-mile carriers used by Passport?
- What do I need to do if I want to switch 3PLs?
Tracking and Customer Communication
- What should I do if my customer's shipment is delayed past the estimated delivery date?
- Where is my customer's order?
- What is the tracking update "Passport Awaiting Item"?
- How can my customer subscribe to tracking updates?
- How can I check what average transit times are for certain countries?
- Does your support team handle all international requests?
Returns & Failed Deliveries
Insurance and Claims
Portal & Technology
- Brand Resource Guide
- How to Manage Team Access on Passport Portal
- How do I use the branded tracking page editor?
- How do I use bookmark filters in the portal?
- How do I customize my shipping email notifications?
- How do I use the updated filters in the Passport Portal?
Integrations
- How to Install Passport’s Shipping Assurance Extension
- How to Install Passport’s Expanded Checkout Block Extension
- Which TMS/WMS systems can Passport integrate with?
- How do I enable Passport's tax ID checkout extension?
- How do I integrate my Rebuy widget into your Passport tracking page?
- How do I enable Carrier Calculated Shipping (CCS)?
Billing & Pricing
- Brand Resource Guide
- Why do I get charged a different shipping rate than what the customer paid me in shopify?
- What is a deferment fee?
- Why was my customer charged duties on a DDP shipment?
- Can duties and taxes be calculated on a discounted rate?
- Can I set flat-rate shipping by weight?
General/News
- Brand Resource Guide
- What's New at Passport
- How Passport Supports Your International Business
- Canada Post Strike - How will this affect my customers?
- YCC (Your Cargo Contact)
- How will the Trump tariffs impact international shipping?