Manage Mail

Can you confirm when do storage fees go into effect? (is it 30 days?) →
Storage fees go into effect after 30 days if a mail item has not been picked up, shredded or shipped.
Fri, Jun 25, 2021 at 9:29 AM
How do we handle cancelled customers' mail?
Refusal of Mail policy:  If the intended addressee is the CMRA itself, it may refuse the mail in compliance with DMM regulations regarding "refusal...
Fri, Jun 25, 2021 at 9:31 AM
How do we charge for the forwarding of the package? Do we charge a handling fee as well?
There are two ways you are able to forward mail: Automated Prepaid shipping labels: Once you print a label within SphereMail the system will automatica...
Fri, Jun 25, 2021 at 9:32 AM
For forwarding mail, is the price that I can set for each plan just the fee that our business takes (not including the cost of postage)? Or should it include that postage cost? →
The forwarding price is a handling surcharge only; postage is extra.
Fri, Jun 25, 2021 at 9:34 AM
Is there a way to have the tracking number of forwarded mail included on the customer side? I saw that there's a "message" field- is the easy solution to just copy and paste the tracking number there for them to view it? →
The tracking number is currently only visible to the operator (admins).
Fri, Jun 25, 2021 at 9:34 AM
My customers are not able to request a scan or Forward?
This is because your plan is set up to not offer these services. To enable these services, follow the steps: Go to Business Settings Go to the tab titled...
Fri, Jun 25, 2021 at 9:36 AM
Is there a fee for employee/admin accounts? →
The first admin account is free, however, you get charged after each additional admin user.
Fri, Jun 25, 2021 at 9:37 AM
There seems to be two logins: one for my center and one for SphereMail Zendesk. What is the difference? →
Zendesk is our support ticketing system. You have an account with them, therefore, it is recognizing your account. *Note: Zendesk is no longer our suppo...
Fri, Jun 25, 2021 at 9:43 AM
If we do not have a FedEx or UPS account can we still offer shipping through them? →
Yes, definitely.
Fri, Jun 25, 2021 at 9:43 AM
For an envelope scan, I am wondering why your suggested price is so high! If a customer requests the envelope to be scanned can that be included their free scans? Or are the free scans only applied to the open and scan options? →
Unlike other mail services platforms that force an operator to offer this service for free, it is a standard for an operator to charge at least $3.00 per en...
Fri, Jun 25, 2021 at 9:44 AM