CS - Frequently Asked Questions
My shipment was received damaged; how do I request a claim?
You may send us an email to Customer Support with photo evidence of the damaged shipment. Damaged items must be kept by the receiver as this will be collected by the courier during their damage investigation. Also, the damaged shipments should be reported to Customer Support within 7 days from the delivery date in order to dispute with the courier.
Why can’t I track my shipment?
Customers should make sure that the tracking number they have is correct. You can also go to the courier's website to track the shipment. If all else fails, customer's must contact Customer Support for assistance.
My parcel hasn’t moved.
If a customer sees no movement for 2 business days, they must contact Customer Support to review and investigate. If the delay is only for 24hrs, it is best to monitor and wait for further scans later in the day or the following day.
How do I report the missing shipment?
Customers can send an email to Customer Support.
Can the driver bring a label upon collection?
Drivers cannot bring labels upon collection. The parcel must be ready once the driver arrives to avoid non-collection.
Can goods be sent here?
If you are unsure if couriers can ship to a specific country, it is best to contact your Customer Support to confirm.
Can I use a document envelope for shipping small items?
Document envelopes can’t be used for shipping small items. The courier will still audit this as a parcel.
Can I book domestic shipments for a different country?
Customers cannot book domestic shipments for a different country on the Cloudshipping portal. Please contact customer support for a manual 3rd country booking to see if other options are available.
Can my shipment be re-directed?
Customers can request for the shipment to be re-directed to another address within the delivery country. The request is still not guaranteed and it will depend on how soon the local depot will receive notice. Note that, the customer cannot re-route the parcel to another country. A completely new booking should be made in this instance. There will be fees for any changes subject to the courier's side.
Why is there an exception on my shipment?
There are various reasons on why a shipment has an exception status. The customer should contact Customer Support to review and investigate.
My booking can’t go through.
If a customer gets an error message while booking, the customer should take a screenshot and send it to Customer Support to review and raise a query with IT if needed. However, you can also try doing a hard refresh on your portal by pressing the CTRL + shift + R.
Why did my booking fail?
Generally, bookings fail because it was booked past the courier cut-off. Customers may rebook this on the Cloudshipping portal or they can contact Customer Support for a rebooking request.
Why am I getting a postcode error?
The Cloudshipping portal gives this error if the postcode & city provided do not match. The customer should confirm if the address provided is correct. If you have confirmed that everything is correct and are still getting the same error, the customer should send a screenshot of the error with collection and delivery details to Customer Support for investigation.
The portal says No routing option, Cannot deliver to the destination on the selected service or Generic Booking Failed error, what to do?
Please make sure that the delivery address is added correctly. City/Provinces are spelled correctly as this may give you issues with booking the shipment if they are incorrectly added.
Please refer to this link to how to input the address on your booking.
If you will still encounter errors, please reach out to us at support@cloudshipping.co.uk