CS - Invoicing FAQs - Internal - Doc

Why is the price on the invoice different from the quoted price?

There are different reasons why the invoice amount is different from the quoted price. If this happens, please contact the support team and send a copy of the waybill and invoice so we can conduct an investigation.

Once the documents are received, Cloudshipping Support team will email the carrier to check/review the charges. The query may take 6-10 business days depending on the carrier's investigation. Once the query has been resolved, Cloudshipping support will give you an update via email.

I booked a timed service shipment but it arrived a day late, can I request a claim?

Yes, the you can request a claim.  Cloudshipping Support team will email the carrier to request for an investigation as to why the delivery was not made on time. If the investigation turns out that it was the carrier's fault then the shipment will be charged at a Next Business Day shipment.

My consignee did not receive the item as it was sent to the wrong address, can I request a claim for this?

Cloudshipping Support team must first email the carrier with details provided by the customer to check if this is eligible for a claim.  If yes, we will request a claim through the accounts team.

Why was I charged additional charges (i.e. handling charge, cancellation charge) when this was not what we’d agreed upon?

Cloudshipping Support team will ask for the customer for a copy of the invoice received. It will then be forwarded to carrier for investigation. If it is determined that it was erroneously charged, the Support team will initiate a claim request.

The tracking number in my invoice doesn’t belong to us.

Cloudshipping Support team will ask for a copy of the invoice to be forwarded to the Accounts team for investigation. If determined that it was erroneously charged, the Accounts team will initiate a claim request.