Customer Support

Support you can trust, powered by real experts who know your business.

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Real people. Real expertise. Retail-ready support when you need it.

Your operations run on Brightpearl and we take that responsibility seriously.

Our in-house support team monitors platform performance around the clock and is here to help you resolve issues quickly, confidently and with a personal touch.

When you reach out, you get more than answers. You get specialists who understand ecommerce operations and know how your Brightpearl workflows fit together, so we can help you solve the issue and prevent the next one.

2 minutes

Phone support calls answered in 2 minutes or less

24 hours

Severity 1 and 2 support issues resolved within 24 hours

90%+

Customer Satisfaction Score (CSAT) of 90%+

2.5 hours

2.5 hour median time to first response

Our customers

Hear what our customers say

"We have been using Brightpearl for several years now and continue to be very impressed. It's a brillant piece of software that supports our business effectively. The technical support team is absolutely outstanding, their phone support is available immediately, and they are always ready to assist with any issues."

Newcastle Drums

"We’ve used Brightpearl for a number of years now. It’s a great piece of software but importantly, their technical support team is absolutely incredible. Phone support available immediately to assist with any issues any time."

Joe Saks
Saks Brand Marketing

Support built for retail operations you can rely on

Brightpearl's in-house support teams work alongside you to keep systems stable, workflows aligned, and disruptions to a minimum.

Real retail-trained experts, not outsourced call centers

Every ticket is handled by an in-house Brightpearl specialist who understands ecommerce operations, order workflows, inventory logic, and channel complexity.

We think beyond the ticket

When an issue surfaces, our teams look at the bigger picture:
How does this affect your order flow? Your warehouse team? Your financial reconciliation? Your stock forecasting?

Our goal isn't only to fix the problem you reported, it’s to help you avoid the next one.

Local expertise, global reliability

Brightpearl support is strategically located in the US and the UK, allowing us to offer true round the clock coverage.

Need a hand? Our team is here when and how you need us.

If something isn't working as expected, our support team is on hand to investigate and resolve the issue quickly. Reach out in the way that suits you best: phone, email, or help center and we’ll take it from there.

See all the ways to contact Brightpearl support here.