What Is My Case Number? #

(Buyer & Seller Help Center — Kingston Express)

A case number is a unique reference used to track a specific issue, request, or support conversation on Kingston Express.

It helps our support team quickly find your issue and provide accurate help.

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🔍 What Is a Case Number? #

A case number (sometimes called a ticket number) is created when you:

• Contact support
• Report an order issue
• Open a dispute
• Request a refund or return
• Submit an account or payment issue

📌 It is NOT the same as an order number, but they are often linked.

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🧾 Different Types of Reference Numbers (Important) #

Here’s how to tell them apart:

📦 Order Number #

• Identifies your purchase
• Created when you place an order
• Used for tracking delivery

Example: KE-ORD-123456

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🎫 Case / Ticket Number #

• Identifies a support request or issue
• Created when you contact support or report a problem
• Used by support agents

Example: CASE-789012

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🔁 Return or Refund Reference #

• Identifies a return or refund request
• Linked to an order and case

Example: REF-456789

📌 You may have multiple case numbers for the same order.

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📍 Where Can I Find My Case Number? #

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1️⃣ In Your Support Messages #

Your case number appears:

• At the top of the support conversation
• Inside message subject lines
• In support notification emails

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2️⃣ In Your Email Notifications #

Look for emails with subjects like:

• “Support Case Update”
• “We’re Reviewing Your Request”
• “Your Case Has Been Resolved”

The case number is usually included near the top.

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3️⃣ In Your Account (Support or Help Section) #

You can find case numbers by:

1. Logging into your account
2. Going to Help, Support, or My Cases
3. Opening the issue

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🔗 How Case Numbers Relate to Orders #

• One order can have multiple cases
• Each case tracks a specific issue
• Support uses the case number to avoid confusion

📌 Always provide both the order number and case number when possible.

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❓ What If I Can’t Find My Case Number? #

If you can’t find it:

• Use your order number instead
• Describe the issue clearly
• Support can locate your case

📌 Case numbers help — but they are not required to get help.

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🛡️ Why Case Numbers Matter #

Using your case number:

• Speeds up responses
• Prevents duplicate tickets
• Keeps conversations organized
• Reduces delays

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✔ QUICK FAQs #

Q: Is my case number the same as my order number?
A: No. They are different but often linked.

Q: Do I need a case number to contact support?
A: No, but it helps speed things up.

Q: Can one order have multiple case numbers?
A: Yes, if multiple issues were reported.

Q: Where is the fastest place to find my case number?
A: In your support messages or email notifications.

Q: Should I include my case number when replying to support?
A: Yes. Always include it if available.

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🏁 Final Tip #

👉 If it’s about an issue, use the case number.
If it’s about a purchase, use the order number.

Providing the right reference helps support help you faster.