Overview
This article provides guidance how to open a support case if your package is marked as Under Research. You'll learn what this status means, how to submit a case, and what information to include so our team can investigate and resolve the issue efficiently.
Essential Information
- Before submitting a support ticket, please refer to the Student Mail Resources page on TritonLink to view a library of FAQs, important things to know, and other step-by-step guides.
- You must be logged in with your Student SSO credentials to access the form.
- A support ticket allows the Student Mail team to review your inquiry and assist with locating mail or answering questions.
- After submitting your ticket, a case will be created in the portal and you will be provided a case number. You will also receive an email confirmation. A member of the Student Mail team will be with you within 1 business day. During peak periods (i.e. Fall move-in, Black Friday, Cyber Monday, move-out), wait times may be longer.
- Student Mail's operating hours are Monday - Friday 7 a.m. - 3 p.m., excluding University holidays.
Key Terms:
- Tracking Number: A unique code assigned to a package allowing the sender, recipient, and carrier to monitor its progress from origin to destination. USPS tracking numbers usually begins with a "9", UPS usually begins with a "1Z", Amazon will begin with a "TBA", FedEx and DHL will just be a series of numbers, and OnTrac will begin with a letter.
- Under Research: A status applied to packages that have been received by Student mail but something is preventing it from being processed for pick up -- like a missing label, incomplete name, or missing box number.
- Support Ticket: A formal request submitted through the UCSD Services & Support portal.
- Student SSO: Single Sign-On credentials used to access UCSD digital platforms.
Prerequisites
- Have your tracking number and any shipping details about the package (name on the package, shipping address, and any other identifiers) ready. This can usually be found in an shipping confirmation email or from the sender directly.
Next Steps
1. Log into Services & Support.
2. Select Student Support.
3. Select Get Help.
4. Select Submit a Ticket to Student Support.
5. Fill out the form as follows:
- I want to...: Ask a Question or Make a Request
- About: Student Mail - Logistics
- Related to...: Packages
- More Specifically...: Package Status
- Subject: Enter a brief, clear subject line.
- Description: Enter any relevant information related to your situation. Please provide as much detail as possible. Some helpful information may include the following:
- Your first and last name.
- Your box number.
- Full mailing/shipping address used.
- Approximate delivery date.
- Any other relevant details.
- Tracking Number: Enter your package's tracking number.
6. If applicable, add any attachments (i.e. photos, screenshots, order confirmations, etc.) by selecting Add attachments.
7. Select Submit.
NOTE: After submitting your ticket, a case will be created in the portal and you will be provided a case number. You will also receive an email confirmation. A member of the Student Mail team will be with you within 1 business day. During peak periods (i.e. Fall move-in, Black Friday, Cyber Monday, move-out), wait times may be longer. Student Mail's operating hours are Monday - Friday 7 a.m. - 3 p.m., excluding University holidays.
Supplemental Guides/Information
- For general information about Student Mail, please visit our TritonLink page here.
- For frequently asked questions, step-by-step guides, and other important things to know about Student Mail, please visit the Student Mail Resources page on TritonLink here.
Questions?
If you need any additional assistance, please submit a ticket here to Student Support for support.