When you’re busy managing bookings and taking care of your guests, finding answers to questions about your TripShock partnership shouldn’t mean searching through old emails or guessing who to contact.
That’s why we created the TripShock Partner Resource & Support Hub. It’s your central resource for partner policies, account information, payment details, listing requests, support contacts, and more.
Whether you’re new to TripShock or have been partnering with us for years, the hub makes it easier to find the information you need and connect with the right team when additional assistance is required.
Why Bookmark the Partner Resource & Support Hub?
Your time is valuable, and not every question needs a phone call or an email.
The Partner Resource & Support Hub gives you a convenient place to:
- Find answers faster: Access helpful partner information without waiting for a response or searching through previous communications.
- Keep important resources together: Find policies, account tools, payment information, and support contacts in one central location.
- Know who to contact: Quickly identify the right team for questions about listings, payments, integrations, your account, and more.
- Choose the right support channel: Understand when a question can be handled by email or live chat and when an urgent issue requires a phone call.
- Stay familiar with partner policies: Review current guidance and best practices whenever you need a refresher.
- Help your team stay informed: Share the hub with employees who assist with reservations, operations, accounting, or customer communication.
Instead of wondering where to start, you’ll have one reliable place to turn whenever a question comes up.
What You’ll Find in the Hub
The Partner Resource & Support Hub brings together information about several important areas of your TripShock partnership:
- Partner guides and best practices: Resources for getting started, understanding your partnership, and reviewing important policies.
- Account access and booking management: Information about the TripShock Partner App, the Extranet, and managing your reservations.
- Integrations and reservation systems: Guidance for partners using connected booking systems, including WaveRez.
- Payments and Bill.com: Payment information and instructions for setting up your Bill.com account.
- Listing requests: Resources for updating existing products or requesting new listing builds.
- Featured Placement: Contact information for partners interested in additional visibility on TripShock.
- Cancellation policies: Information about partner cancellations, applicable fees, exemptions, and best practices.
- Terms and conditions: Access to the terms governing your TripShock partnership.
- Partner support contacts: Clear direction on who to contact based on your question.
Think of it as your starting point for just about anything related to your TripShock partnership.
Why Using the Right Support Channel Matters
We’re always happy to help, but not every question needs the same level of urgency or the same team.
A trip cancellation affecting customers today requires immediate attention. A question about your payment account, a listing request, or next month’s pricing typically does not.
Using the appropriate support channel helps us:
- Direct your question to the team best equipped to assist you.
- Respond more efficiently and avoid unnecessary back-and-forth.
- Keep urgent support channels available for issues affecting active bookings.
- Give nonurgent requests the proper attention and follow-up.
- Create a smoother experience for you, your team, and your customers.
Before reaching out, consider whether your request affects an immediate reservation or whether it can be handled through email, live chat, or a request form.
When to Call TripShock Support
Please call our support team if you need to cancel a trip or address an urgent issue affecting an existing reservation.
A phone call is the best option when:
- A scheduled trip needs to be canceled.
- Customers can no longer be accommodated for an upcoming booking.
- An unexpected issue affects a same-day or otherwise time-sensitive reservation.
- Immediate coordination is needed to assist or notify customers.
Calling allows our team to address the situation quickly and help minimize disruptions for everyone involved.
For questions that don’t affect an immediate booking, please use the appropriate email address, live chat option, or request form instead.
Who to Contact for Additional Support
If the hub doesn’t answer your question, use the contact information below to reach the right team.
General Partner Support: [email protected]
Your primary contact for general partner questions, day-to-day support, and account access assistance. Partner Support is available six days a week. You can also use the live chat feature in the bottom-right corner of partners.tripshock.com.
Accounts and Partnership Questions: [email protected]
Contact our accounts team about Featured Placement opportunities, certificates of insurance, Bill.com or PayPal concerns, Partner App questions, or scheduling a conversation about account optimization.
Listings and Integrations: [email protected]
Reach out for listing updates, product-related questions, pricing and ticket changes, or integration concerns. Existing listing changes and new product requests can also be submitted through the hub.
Accounting and Payments: [email protected]
Contact our accounting team for payment questions, accounting concerns, or other financial matters.
Not sure where your question belongs? Start with the hub or email [email protected], and we’ll help point you in the right direction.
One Resource for Your Entire Team
Your TripShock partnership may involve more than one person, especially when different team members handle bookings, operations, accounting, or customer communication.
Sharing the Partner Resource & Support Hub helps everyone understand where to find information, who to contact, and how to handle questions appropriately.
It’s also a helpful resource for onboarding new employees or getting existing team members up to speed without forwarding a collection of old emails and outdated instructions.
Your TripShock Partnership, Made Easier
The TripShock Partner Resource & Support Hub is designed to make managing your partnership simpler, faster, and more convenient.
Bookmark it, share it with your team, and make it your first stop whenever you have a question.
We appreciate your partnership and look forward to continuing to support you!
