How to Contact Support

1. Purpose

To explain how clients can contact the Scale 3PL support team and what information should be provided when requesting assistance.

2. Scope

Applies to all clients using Scale 3PL fulfilment services.

3. Responsibilities

Client

• contact the appropriate support email address

• provide sufficient information to allow the support team to investigate the issue.

Scale 3PL

• review support requests

• investigate operational issues

• respond with guidance or resolution.

4. Procedure Steps

1. Choose the Correct Support Email

Clients should contact the appropriate support team based on the warehouse servicing their account.

UK Warehouse Clients

support@scale3pl.co.uk

EU Warehouse Clients

supporteu@scale3pl.co.uk

2. Provide Required Information

When submitting a support request, include as much relevant information as possible.

Typical information includes:

• client name

• order number

• tracking number

• SKU or product name

• description of the issue.

Providing clear information helps the support team investigate more quickly.

3. Issue Investigation

Once a request is received:

1. the support team reviews the request

2. the relevant warehouse or system information is checked in Mintsoft

3. additional information may be requested if needed.

4. Resolution

The support team will respond with:

• investigation results

• instructions

• confirmation of resolution where applicable.

5. Additional Controls

Operational announcements and updates are published on the Scale 3PL blog.

Clients should review these regularly:

https://www.scale3pl.co.uk/blog

6. Related Articles

• Courier Claims Process

• Returns Process

• Operational Updates and Service Announcements

7. Version Control

Version | Date | Author | Change
1.0 | 06 March 2026 | Nick Coleman | Initial version