Support & Claims
Resolution Center & Support
Your guide to resolving operational issues, filing cargo claims, and managing billing disputes effectively.
i Route Your Request Correctly
To ensure the fastest response, please select the correct department. Misrouted tickets may result in resolution delays.
Technical Support
Login issues, PDF download failures, or platform bugs.
Operations
ETA checks, document amendments, container release updates.
Disputes & Claims
Damaged cargo, lost goods, or billing conflicts.
* Depends on Carrier/Insurer response times.
From the Dashboard (Fastest)
Best for general inquiries not yet linked to a shipment.
From the Support Center
Use this to review old tickets before creating a new one.
If you are dealing with damaged, wet, crushed, or missing cargo, do not manually create a generic support ticket through these interfaces. Instead, navigate to your active shipment details page within myCall > My Bookings and click the File Cargo Claim button. Finalizing and submitting your claim notice through that dedicated wizard automatically generates an urgent, pre-formatted support ticket under the billing category, complete with your signed documents and uploaded files routed directly to our Legal Claims Division.
Workflow Comparison: Support Channels vs Claims Wizard
✕ Manual Support Ticket
You manually type out an inquiry in the generic support panel, upload files with general labels, and submit.
✓ Dynamic Claims Wizard
Click "File Cargo Claim" on your Booking details. The system generates notices and binds mandatory vault checklist folders automatically.
- Apparent damage must be recorded immediately at delivery on the EIR or delivery receipt.
- Concealed damage must be reported to the carrier in writing within 3 days of container delivery.
- Failing to meet these timelines allows the carrier to treat the cargo as delivered "in good order."
- For cargo damage, a written complaint must be filed with the airline within 14 days of receipt.
- For delay, the notice window is 21 days.
- Most underwriters require prompt notification, often within 24–72 hours of discovering loss or damage.
- Missing the carrier's legal notice windows can invalidate subrogation rights, and insurers may reject the claim if late notice prevents recovery from the carrier.
Prepare These 4 Items Before Clicking Submit:
Uploading these immediately reduces processing time.
Proves the purchase value of the damaged goods.
Identifies specifically which cartons were lost/broken.
1 photo of the Container Seal + 3 photos of the package damage.
Mandatory for claims estimated over $1,000 USD.
The Resolution Process
Click File Cargo Claim inside your booking actions to specify routing bank details and itemize damaged packages. The wizard automatically compiles your parameters into an official PDF Claim Notice. Print, sign, and stamp this draft notice, then upload it to your Document Vault alongside your commercial invoice and photos.
Claims Wizard: Step 1 Details
Upload your physical document set to their corresponding collections. Our vault automatically categorizes each file and prepares it for evaluation. High-resolution photos, commercial invoices, and signed notices must be staged properly to proceed to the split-screen audit.
Claim Document Vault Checklist
Click Preview & Submit Claim. A split-screen previewer displays your uploaded claim notice alongside a checked list of your uploaded supporting invoices and photograph sets. Review and click Confirm & Submit Cargo Claim.
We have received your signed Cargo Claim Notice. Our Legal & Claims Division is conducting a preliminary documentation audit on your packing lists and invoices.
Once submitted, the platform bypasses the standard operations queue. Our system automatically creates an urgent ticket under Support Requests (Category: billing) and routes all files to our legal division for fast tracking.
If you disagree with an invoice (e.g., extra detention charges), follow this specific protocol to avoid payment penalties.
- Do NOT ignore the invoice. Unpaid invoices block cargo release.
- Pay the Undisputed Amount: If the base freight is correct but a surcharge is wrong, pay the freight immediately to clear the B/L block.
- Raise a "Billing" Ticket: Select category "Billing" and attach evidence (e.g. email confirming free time waiver).
- Escalation: If unresolved within 3 days, reply to the ticket typing "Request Manager Escalation" to trigger an administrative review by the Head of Finance.
CSAT Feedback & Review Integration:
Once a billing or operational ticket is marked as resolved, the rating modal activates on your ticket page, enabling team evaluation:
Ticket Resolved
Your issue has been marked as resolved. How would you rate our support?
Save these resources to train your team or keep as a reference manual.