Last updated: 20210614
International shipping has many unknowns. Freightos.com is committed to reducing uncertainty with defined and transparent pricing. This is done by providing payment and communications platforms for Buyers and Sellers and other tools to promote a high level of service for shipments booked on Freightos.com. This document details how Sellers and Buyers interact on Freightos.com.
When booking on Freightos.com, Buyers will know what is included in their Quote, what is not, and what additional services may come up during the lifecycle of the shipment as per the Pricing policies in this document. All Sellers working through the platform abide by the same rules determining which costs must be included upfront. This includes the Sellers’ agents and subcontractors and their services, not just the services that are being provided directly by the Sellers.
Sellers are not agents, contractors, or otherwise affiliated entities of Freightos.com. We don’t specifically endorse any Sellers and although we make reviews for Sellers available online to be utilized as part of Buyer’s comparison of service providers, we don’t dictate, direct, or control a Seller’s execution of booked freight services.
Once a Buyer books a shipment on Freightos.com, they have entered into a direct agreement for a freight service with the chosen Seller(s). The contract, outlined in the Freightos.com Sellers Terms and Conditions, is between Buyers and Sellers. Freightos.com is a facilitator of the exchange of freight services between the two parties. The Seller bears full responsibility for the successful execution of the shipment based on the information Buyers provide. Freightos.com handles payment collection for the Sellers but is not a party to the shipment itself in any capacity.
Buyers and Sellers can contact us with any questions and feedback is welcome. This policy may change from time to time, however, for the sake of transparency, the one in place at the time of booking will govern that shipment. Use of Freightos.com is also subject to the Freightos Master Services Agreement (“MSA”) and all policies referenced there. The Capitalized Terms used in this document are defined as per the Definitions section below.
II. Shipment Execution
1. Buyer Books a Shipment
Once a Buyer has selected and booked a Quote, this creates a Shipment. The Booking creates a binding contract between the Buyer and Seller, whereby the Buyer agrees to provide payment to the Seller via Freightos.com in exchange for the services that the Seller agrees to provide to the Buyer at the stated cost. Once a Quote is offered by the Seller and booked by the Buyer, the price in the Quote is absolutely binding and cannot be changed.
Freightos.com will notify the Seller of the Booking at which time the shipment will be visible to the Seller on Freightos.com. Freightos.com and Buyer will not be responsible for any costs incurred prior to notification of the Booking by Freightos.
2. Freightos.com Processes the Booking
For every new Booking, Freightos.com performs a non-binding preliminary check according to the basic details provided by the Buyer.
Freightos.com checks all Buyers against the OFAC (Office of Foreign Assets Control) list. Buyers’ information is checked as part of the post-booking checklist feature of Freightos.com where Buyer details (name, company name), as well as the consignor and consignee details (name, address), are checked against the OFAC list to ensure that no sanctioned individual places a shipment with our Sellers.
After Freightos.com has done this preliminary review and confirms payment for the shipment from the buyer the system will update the shipment to “Booking sent to logistics provider”. This will trigger an API and email alert to the Seller informing of the shipment details and asking to contact the consignor to schedule pick-up. This communication and the shipment page will serve as the main reference for the Booking details.
Freightos.com may also cancel a shipment before passing it to a Seller if the Buyer does not pass the review above and otherwise as per the policies in this document.
3. Seller Reviews the Shipment Details
The Seller’s review is based on the booking notification sent by Freightos.com and the information available on the shipment page.
Once the Seller receives notification of the shipment from Freightos.com, the Seller is responsible to perform a detailed review of the shipment including internal KYC requirements, routing, commodity, and Buyer comments to ensure there is no miscommunication regarding the terms of the shipment. The Seller is responsible for ensuring that all of the documentation necessary for execution of the Shipment is in place before moving the shipment.
Freightos.com is not party to any Booking or Shipment and is not responsible for performing know-your-customer (KYC) or due diligence on any Buyer on behalf of the Seller or for verifying that the documentation is sufficient for completion of the shipment. The Seller remains responsible for KYC and documentation requirements.
The Seller and Buyer must align fully on operational details as needed before the shipment moves.
3.1. What Buyers can ship via Freightos.com
Freightos.com works exclusively with customers importing or exporting for commercial purposes, and does not act as a marketplace for shipments of personal items. There are some particular commodities and service types that Freightos.com Sellers currently do not offer. Insurance purchased on Freightos.com may also not cover these shipments. Please see our List of Excluded Goods for more details.
In some cases, a Buyer may book a Custom Quote for these commodities.
At this time, Freightos.com does not support Split Shipments with online bookings, where multiple origins and destinations are requested, part of the cargo is freighted at a later time, or part is shipped under a different master bill (MAWB/MBOL).
If a Buyer requests to move a shipment under different master bills or with different departure times, they must book a second shipment for the cargo being moved at a later time or under a separate bill. Failure to do so may result in issues with shipment tracking, execution, insurance coverage, and customs brokerage.
In some cases, a Seller may be able to facilitate additional pickup and delivery requests for additional charges. Buyers can align with their Sellers for these services after a booking has been made. Changes to third-party Sellers services such as for insurance, must be aligned on separately.
In some cases, a Buyer may book a Custom Quote for shipments with multiple origins and destinations.
Buyers can ship general cargo boxed, palletized, or containerized on Freightos.com. As part of the checkout process, Buyers will be prompted to input a shipment commodity description and upload the commercial invoice.
If a Seller determines that the Booking does not fit the criteria above, the Seller may advise on implications that will apply, including cost adjustments or shipment cancelation.
4. Seller Coordinates the Shipment Execution
The Seller, or their agent, will contact the Consignor to confirm the specified goods ready date and will message the Buyer to confirm the shipping status within two to four business days.
It is the responsibility of the Buyer to ensure that there is clear communication with the Consignor and the Buyer must be aligned with the Consignor regarding payments, terms, and dates of shipping.
If a Seller has made contact with the Consignor and the Consignor has not been able to make the goods available for the Seller to arrange pickup, the Seller must indicate that the shipment is “On Hold” and change the status accordingly on the shipment console. The Seller will also indicate until which date this shipment is “On Hold”.
Once the pickup date is confirmed, the Seller will book the shipment for carriage with their carrier or agent. The Seller must employ best efforts to pick up the goods and ensure handover of the shipment to the Carrier while the rates booked are still valid unless excused by Force Majeure or where delays are caused by the Consignor or Buyer. Exceptions must be backed by written proof from the Consignor or Buyer.
Sellers must update the Freightos.com system or send data with carrier booking information including ETD (Estimated Time of Departure) and ETA (Estimated Time of Arrival), MBOL/HAWB number (House and Master), and, where relevant, container number and carrier name. For Express shipments a Tracking number must be provided as well. For LTL, an HBOL document must be provided. Once this information is provided the shipment status will change automatically to “Transport Booked”.
Buyer Responsibilities until goods are received:
If a Buyer has agreed to ship on an FOB basis from the Consignor, then the Buyer is responsible for ensuring that their Consignor executes their duties regarding the shipment. The Consignor may contract the Seller off-platform to fulfill pickup or other services. The Seller may not hold up the shipment or delay execution due to any off-platform agreement with the Consignor.
If a Seller’s carrier is executing pickup, the Buyer is responsible for the consignor giving the shipment to the correct carrier as indicated on the BOL/AWB. Trucking carriers will often accept shipments and charge the Seller even if they have not been contracted for the specific shipment’s pickup. The Buyer is responsible for any costs incurred due to consigning a shipment to the wrong trucking agent.
5. Seller Confirms Any Known shipment changes with Consignor and Buyer
The consignor may advise a change in load dimensions when coordinating with the Seller from what the Buyer has booked. Differences from the booking dimensions may also be on the Buyer’s documents and need to be reviewed.
Additionally, the goods ready date may be changed by the consignor or pushed back by the Seller due to availability with the Carrier.
For any delays or charge adjustments the Seller can ascertain before receiving goods, the Seller must notify the Buyer, and receive approval for any adjusted charges. .
6. Buyer and Seller Communicate throughout the Shipment
6.1. Shipment Communication
Freightos.com helps to facilitate direct communication between Buyers and Sellers. Once a shipment has been booked and received by the Seller, Freightos Messenger enables Buyers and Sellers to chat via email or on the shipment page. Freightos.com can also initiate a new Messenger chat. All Messenger communications are logged and stored on the Buyer and Sellers platforms for easy retrieval.
Sellers are responsible to provide shipment updates and communications to Buyers on a regular basis to ensure a high standard of customer service. All Seller-Buyer communications must be recorded on Freightos.com either through Freightos Messenger or using the email functionality that allows Freightos.com to keep track of every exchange between Buyer and Seller.
If a Buyer becomes aware of any changes regarding the shipment (e.g. delivery address change, new point of contact to receive cargo, load change, new commercial invoice or packing list, etc.), the change must be immediately communicated to the Seller via Freightos Messenger. Any updated documents, such as a new commercial invoice, are also the responsibility of Buyers to provide to Sellers.
Sellers will in turn update a Buyer with any resulting adjustments (additional charges or refunds) to the shipment or shipment cost as per the section below on Notification of charges being added.
6.2. Seller Provides Track & Trace Information
To ensure Buyer satisfaction, Sellers must promptly communicate shipment milestones via API integration or manual updates on our platform.
7. The shipment is Delivered at Destination
Sellers are fully liable for delivery of the shipment to the correct address and must make best efforts to deliver within the time-frame indicated during submission of pricing.
For Bookings where the destination is a port, the Seller will consign the goods to the Buyer’s agent making final delivery.
The Seller’s responsibility continues until the shipment is signed for at its destination, and, where relevant, including but not limited to collecting and paying customs duties and taxes off-platform. The Seller is and remains responsible even if portions of the delivery of the shipment are carried out by third-party subcontractors or agents appointed by the Seller.
The Seller or their agent will contact the Consignee to arrange the delivery timeframe. Upon completion of delivery, the Seller must update the Freightos.com shipment status to “Delivered” and specify the actual delivery date.
Sellers must be able to provide proof of delivery to the Buyer and Freightos.com in accordance with best industry standards and including all relevant information.
If a Buyer contests full receipt of goods or claims that goods received were damaged, the Seller will provide the Buyer with all required details and documentation so that the Buyer may follow up directly with their Insurance Agent to file a claim.
7.1. Service Levels and Transit Times
Transit times published with quotes are not guaranteed. Freightos.com adds an estimated transit time range for port and trucking services, in line with industry standards for these services.
When a Seller provides rates, they will specify the service level and estimated port-to-port transit time expected for the service as follows:
Air and Ocean freight: Port-to-port transit time for the service(s) the Seller intends to provide.
Courier/Express: Door-to-door transit time.
All transit times must be given in terms of calendar days, not Business Days, for Express, Air, and Ocean freight. LTL transit times will be given in terms of Business Days.
For Air and Ocean freight, Sellers may provide routing, carrier, or other details for each shipment. The Seller may adjust their routing or carrier from what is presented on the quote, but may not change the service level quoted without Buyer approval.
7.1.1. Interruptions to Shipment Execution
In order to ensure that Freightos.com can collect payment on behalf of its Sellers, Freightos.com may instruct the Seller to hold delivery of a shipment at any time prior to final dispatch to Consignee at destination.
- Freightos.com requests that the Seller hold a shipment when there is a risk that Freightos.com will not be able to collect payment for it, or if the Buyer has outstanding payment with respect to any transactions on Freightos.com (even to a different Seller).
- Third party customs brokers may request a Seller to hold a shipment if the necessary documents are not in place for customs clearance.
- Sellers will ensure that the storage costs are kept at a minimum level for such shipments (for example shipment moved to an out of port location) and abide by the cancelation and abandoned shipment policies outlined in this document.
- Freightos.com agrees to compensate the Seller for reasonable and documented storage costs incurred by the Seller due to Freightos.com’s decision to delay shipment delivery.
- The Seller agrees to cooperate fully with Freightos.com with respect to holding the shipment and regarding communications with the Consignee and Buyer.
- Sellers may not hold a shipment without prior written approval from Freightos.com Written approval will not be unreasonably withheld.
- Sellers may not hold up a shipment for on-platform charges that are in dispute.
- Sellers may not hold up or refrain from releasing any documentation which may delay delivery of the shipment.
8. Seller Finalizes All Shipment Adjustments
The Seller commits to update Freightos.com with all additional services provided within 14 calendar days after delivery (with the exception of Express shipments for which additional services may be added for 20 calendar days after delivery). After the specified time the shipment will be considered closed. After a shipment is closed no changes to the shipment can be made by the Seller.
III. Shipment Pricing
1. Quotes on Freightos.com
On ship.freightos.com, Buyers input their full shipment details to receive a quote including: Origin, Destination, Load details (weight, dimensions), customs clearance preferences, insurance services, and shipment value.
After the booking is made, if additional services are required beyond the criteria in the search, or if the actual shipment information (ie. load, size, weight, accessorial needed, etc.) differs from the information originally provided, the Seller will confirm the shipment details and any additional charges on Freightos.com, ensuring transparency and visibility for Buyers.
1.1. Online Quotes
Once the Buyer submits their search, they will be directed to a page displaying available published quotes fitting their criteria. Once they book a selected quote, the Seller will be provided with the booking details based on the search criteria.
1.2. Custom Quotes
If automatic results are not retrieved on a search, a Buyer may be prompted to request a Custom Quote. Custom quote requests are accepted based on geographic scope and other service criteria by Freightos.com Sellers.
The online request form is initiated according to the search criteria submitted by the Buyer. Buyers are asked to fill out additional required fields to complete the request. Once the Buyer’s request is submitted, Freightos.com will transmit the request to the relevant Seller(s) who reply with binding Quotes. Freightos.com does not guarantee that every request will receive a Quote.
A custom quote request may also be generated on behalf of a User by Freightos.com or a Seller.
For custom quotes, Sellers provide their own customs brokerage or insurance services, if requested, in lieu of 3rd party services as is standard for online quotes.
2. Charges Included in the Quote
The following are standard charges included in an issued Quote from Freightos.com Sellers. If a Quote is requested and the below services are applicable, Sellers must include the pricing in their initial quote. If Buyers do not request these services in their search, they will not be included in the initial quote. If a quote is available but a specific service is not available (i.e. port charges, insurance, or customs clearance), this exclusion will be indicated on the search result.
- Main freight servicesThe principal freight service for the main mode booked, such as the cost of Air Freight, Ocean Freight, the Courier transportation service or the direct trucking rate.
- Associated documentation and servicesFor example, Export Clearance, AMS, Bill of Lading Charges, AES.
- Required fuel and security surchargesFuel Surcharges, BAF, X-Ray / Screening Fees.
- All loading, handling, and facility moving charges required according to the agreed transportation terms with the supplier or the customerHandling charges, Container Freight Station costs, Airport Transfer Fees, Origin/Destination Charges.
- Pickup, delivery, and associated chargesFuel, 2 Days of Chassis Fees, Pier Pass, Palletization for Delivery.
- Accessorial services associated with pickup and delivery Liftgate, Residential
- Note that residential delivery is not available for FCL pricing on Freightos.com.
- Accessorial services associated with fulfillment center delivery Palletization, Shrink Wrap, Fulfillment Center Labeling, Courier/Last Mile Fulfilment Labeling, Full Container Load Rework
- Overweight containersThe price for handling overweight containers should be included when requesting the option on the search page.
- Insurance / Cargo Protection and Customs Brokerage
Buyers are able to select these services on the search page. These can be either provided by a third party or by the Sellers themselves.
The actual charges for duties and taxes will not be included in the initial quote. Charges for specific government exams are likewise not included in the initial quote.
3. What charges are not included in the initial Seller Quote
3.1. Freightos.com Platform Charges
- Freightos.com Platform FeeThis fee helps us run Freightos.com and offer ongoing support. The Platform Fee is included on the checkout page prior to booking.
- Disbursement Fee This fee will occur when Duties and Taxes are paid through a Third Party Customs Broker facilitated by Freightos.com and the Buyer chooses to pay by Credit Card.
- Convenience FeeThis fee will apply when shipments are booked with Freightos Credit and paid by Credit Card. It is also applied to each payment transaction if a Buyer wishes to cancel their payment and reapply it to a different credit card.
3.2. Quote Currency
- Quotes appear in USD, GBP or EUR, depending on the Buyer’s country location. Buyers can change their default currency on Freightos.com.
- Rates can be submitted to Freightos.com by a Seller in any currency and will be converted to the Buyer’s currency at the time of quoting.
- For Custom Quotes (see above), rates are submitted in USD exclusively.
- In cases where there is a conversion rate, the conversion rate will be set as the middle rate known at the time of the generation of the Quote.
4. Additional services or changes that may occur during the shipment lifecycle
4.1. Changes to the booking
- Weight, quantity and/or dimension adjustments
- Container size adjustments (ie. 20’ to 40’).
- Change in the load count or any of its dimensions.
- Change in shipment weight or volume.
- For changes to the shipment dimensions, the new charges will be based on the Chargeable / volumetric weight.
- If a Buyer books with total freight dimensions, overweight and oversize charges may not be reflected in the Quote and will need to be added after booking.
- Change in the shipment requirements
- Change in the shipment Incoterm as agreed with the consignor. For example, a Seller and Buyer may agree and coordinate with a Buyer’s supplier to adjust a shipment originating at port to one that will be picked up from the supplier.
- Changes to the pick-up/delivery address require adjustments that vary according to the nature of the change and the stage of the shipment when the changes are made.
- Any value added services requested post-booking, including but not limited to required palletization, appointment, warehousing and labeling services.
- Special pick-ups and deliveries, like Drop Container, Trade Shows, White Glove services, auction house pickups, limited access pick-up and deliveries and others.
- Scheduled deliveries requiring appointments.
- Dedicated or special trucks needed to perform a delivery.
- Market repacking rates if a shipment is poorly packed.
- Special handling for oversized and overweight cargoes and specific commodities requiring special procedures. For example, fumigation, additional filing fees, or increased rates for commodities that are not considered general goods such as PPE.
- Commodities that do not qualify as General Goods may be subject to changes in the freight rate, additional handling charges, customs exam charges or necessary rerouting.
- Non Stackable cargo: Rates shown for loose cargo on the platform assume that the cargo is Stackable (ie. not fragile and regularly packaged so that other freight may be loaded on top of it).
- Special handling fees for fragile goods.
- Fees for customs entry bonds will be adjusted based on the shipment value, commodity, and duties and tax amount.
4.2. Charges that may be applied once a shipment has departed
- Common situations where a Seller may need additional services to be added to the shipment cost while the shipment is in transit
- FCL shipments may incur Pre pull, additional Chassis, and Chassis split charges. These fees may be necessary to facilitate a delivery, or to avoid higher storage or waiting time costs.
- Port congestion charges levied by carriers. Sellers will provide proof of these charges levied by ports or shipping lines, but may add a processing fee.
- Remote Area Surcharges for Express and LTL shipments.
- Foreign Importer of Record and EORI set up related services.
- Telex Releases, Blind shipments and other special documentation handling.
- The Buyer is responsible for obtaining a Telex release from their Supplier and is liable for costs via the Seller if the Supplier does not fulfill their obligations.
- Request for Customs Disbursement services from the Sellers typically have a fee associated with it.
- Customs clearance services not offered in the quote.
- Express mode quotes include customs clearance up to an amount determined by the destination country. If a shipment value exceeds this amount or an Importer of Record service is required, these will be added after the booking.
- Other reasons for added charges once a shipment has departed include events of Force Majeure beyond the control of the Sellers, like natural disasters, port strikes or civil unrest.
- Pallet exchange fees.
- Unsuccessful pickup / delivery attempts
- Time taken to load/unload a shipment. Waiting Time is calculated by the trucking company contracted by the Sellers. An hourly cost for loading/waiting time is added once Sellers are notified of the service provided by the trucking company in charge of pickup/delivery.
Freightos.com requires Sellers to charge reasonably and in line with market pricing. To this end, Sellers may charge up to a maximum waiting fee on FCL shipments for some countries as per the table below.
|Country||Warehouse/Business Delivery||Fulfilment/Appointment Required Delivery|
|Minimum Free Hours included in quote.||Maximum Rate per Hour||Minimum Free Hours included in quote.||Maximum Rate per Hour|
|GB||2||70 GBP||2||70 GBP|
|US||2||125 USD .||3||125 USD|
|CA||2||100 USD||3||100 USD|
- If the Seller has arranged an appointment to pickup or deliver the shipment from a port, supplier or warehouse, the Seller will absorb charges caused by delays from their side. If the pickup or delivery attempt is cancelled by the supplier, Buyer’s warehouse, Amazon warehouses in case of FBA shipments, or port issues, the Seller will pass a “failed pickup/delivery attempt” or “wasted journey” charge to the shipment which the Buyer must pay.
- Bills of Lading sent to the consignor will indicate the trucking agent assigned to pick up the shipment. If the consignor consigns the shipment to the wrong agent, the Buyer is responsible for any resulting additional costs.
- Late, incorrect or insufficient submission of documentation
- Late changes to commercial documents requiring an amendment of the Bills of Lading.
- Missing Export Licenses from the Supplier at origin.
- Failure to submit a Power of Attorney (POA) or correct details to the Seller performing Customs Brokerage, causing delays and unexpected Storage costs.
4.3. Rate Expiration
Every published Quote contains an expiration date, or ‘Gate-in’ date for ocean shipments. Freightos.com Sellers are obligated to honor their published Quotes throughout the expiration/gate-in date once booked. A Quote is binding and may not be changed as long as cargo is loaded or gated-in to port within the validity period as stated on the Quote.
For European outbound tradelanes, GRIs are applied based on Sailing Date and not Gate-In Date.
4.3.1. General Rate Increases (GRI) for Ocean and Rate Increases for Air
- If a shipment is not loaded or brought to the origin port before the expiration date, or Gate-in validity date of the quote, the shipment may be subject to a rate adjustment.
Freightos.com Sellers commit to pass through GRIs that are representative of the shipping rates in line with the active rates on Freightos.com at Gate-in. Freightos.com Sellers also commit to apply General Rate Decreases when relevant. Buyers will be able to open a dispute if this action is not performed.
Ocean freight GRIs are price adjustments posted by the shipping lines and can be implemented in full or partially. Whether these are partial or full price change implementations from the original Carrier announcement depends on each company and is typically decided based on negotiations between the Carrier and their customers. In the United States, carriers are required to publish the maximum expected GRI one month in advance. This amount will sometimes be reduced, but no GRI may exceed the publicly published updated rate.
Air freight rates may change if cargo does not meet the Gate In Date. Air rates are volatile and will not remain in force after validity expires.
LTL and Express shipments may not incur price increases as long as the goods are received within the rate validity.
It is the Seller’s responsibility to use best efforts to move the shipment before rate validity expires.
4.3.2. Seller Notifies Buyer of rate increase
- If a shipment moves after the rate validity expires, Sellers must notify the Buyer via Freightos Messenger of any rate changes and get approval before executing the shipment. If no approval is received, the shipment should be canceled in accordance with the policies in this document.
- If the Seller receives goods at least 2 days (for air) or 4 days (for ocean shipments) before the gate-in rate validity date, they may not apply a GRI to the shipment. This is the time required for a shipment to be booked and processed at the port.
- If the Seller receives goods less than 2 (for air) or 4 (for ocean) days before the gate-in date, they must obtain Buyer approval to move the shipment based on an expected GRI. The Seller will confirm the exact GRI amount once known via Freightos Messenger. Sellers will use their best judgement to move, hold, or cancel a shipment if the actual GRI differs from the expected GRI, after informing the Buyer, and if no reply has been received within one business day.
- Any rate changes must be charged on platform within five days of shipment departure by the Seller. Moreover, Freightos.com encourages – and monitors – its Sellers to ensure that price adjustments are in line with the Seller’s published price on the platform on the day of gate-in or departure.
Due to changes in carrier freight availability beyond a Seller’s control, commonly during peak season, a shipment may not be moved on its originally scheduled date.
It may also happen that a carrier runs out of capacity, thereby preventing the Seller from securing the booking.
If the delay extends beyond Rate Validity and prices are expected to increase, a Seller must confirm a Buyer’s approval to proceed with a shipment. The Seller is required to prove that delays to the shipment are beyond their control by providing documentation from the carrier.
A Seller may offer the same service level with a different carrier or a different service to move the Freight, at an adjusted price. Buyers will have the option to cancel a shipment and decline these alternative services if they do not agree to the price adjustment.
4.3.4. Peak Season Surcharges
- In the UK and EU, where Peak Season Surcharges are added by shipping lines after shipments sail, the Seller may advise an expected Peak Season Surcharge even if the shipment sails within rate validity. Buyers must confirm they understand and accept the expected charge before the Seller moves the shipment within the affected season. Proof must be provided that the shipping line notified the Seller of the charge after the shipment had departed.
- In all other cases, Peak Season Surcharges must be anticipated by the Seller and included in the original quote. Adding the charge after booking will not be permitted.
4.4. Charge adjustments that may not be added by Sellers
Costs associated with:
- Currency fluctuation.
- Delays by the Seller.
- Operational deficiencies by the Seller, including missing rate filing and documents after the shipment has departed.
- Services mentioned under the section on Charges Included in the Quote, which the Seller omitted from their rates.
5. Notification of charges being added
Sellers are required to explain added charges on the platform via Freightos Messenger. The Seller will make efforts to obtain the Buyer’s approval for all charge adjustments before adding costs to the shipment.
5.1. Shipment Adjustments that require Buyer approval before a Seller can apply them
Sellers must review shipments carefully before arranging transport. If there are charges known before either pick-up from door locations or arrival at the port of origin, the Seller may not proceed with the shipment until they have received approval of the charge from the Buyer. This will give the Buyer a chance to cancel the shipment if they are not willing to approve the charge, without incurring unnecessary cancellation costs.
If a Buyer disputes one of the following charges, as per our Dispute Policy, Freightos.com will close the dispute in favor of the Buyer if there is no written evidence showing they accepted the charge.
- All changes to the booking communicated by the buyer before the shipment departs.
- GRI’s and rate increases as detailed in the above section
- Changes in shipment dimensions as advised by the Consignor or documents previously submitted by the Buyer. Sellers are expected to verify shipment dimensions with the Consignor before receiving the goods Some changes to shipment dimensions may only be known and advised after departure and are mentioned below.
- Any service the Seller may offer the Buyer during the life of the shipment to upgrade the Booking.
5.2. Shipment Adjustments that a Seller may apply before Buyer approval is received
A Seller is expected to keep the Buyer’s shipment moving as smoothly as possible. If a charge is incurred during the life of the shipment beyond the Seller’s control, the Seller must notify the Buyer via Freightos Messenger to explain the charge before applying it on the platform. They will still be able to add charges to keep the shipment moving under the following conditions:
- If they judge the delays and associated costs of waiting for Buyer confirmation will ultimately cause even higher costs for the Buyer.
- If the Buyer is unresponsive to the Seller’s request for over 2 Business Days.
- Changes in shipment dimensions for Express and LTL shipments.
- Changes in shipment dimensions listed on the BOL/AWB known after the shipment is gated in.
- If the Buyer is notified of valid charges and rejects them during the life of the shipment, but the Seller is unable to avoid the charges before completing or canceling the shipment.
For common examples, see the pricing section on Charges that may be applied once a shipment has departed.
6. Charges between Buyer and Seller
Certain charges will be invoiced directly by the Seller to the Buyer off of the Freightos.com platform. These include charges for delays and storage charges, and Duties and taxes if the Freight Seller is also handling customs clearance. These are charges billed by government agencies, shipping lines, and warehouses. The Seller must be able to present proof of charges from the party imposing them at the Buyer’s request.
Sellers must ensure that these charges are communicated as early as possible and prepare Buyers for potential charges. Buyers must pay these charges directly to the Seller to ensure they do not face issues with their shipment. A Seller may hold a shipment from delivery if the following charges were advised and not yet settled.
6.1. Government and Passthrough Charges
Applied off-platform when the Freight Seller is also handling customs clearance.
- Off-platform Duties & Taxes levied by relevant government authorities These costs are only calculated when the entry submission is sent to the Customs authorities with the proper goods classification, prior or after arrival, and are not included as part of the original Quote. The Seller or the Sellers’ appointed customs broker will contact the Buyer to arrange payment of any customs duties to finalize the process of clearing the goods for entry. When a third-party broker indicated on the platform is providing the entry service, Buyers pay for duties and taxes through Freightos.com. If a Buyer does not include customs brokerage in their booking, they will coordinate with their own broker off-platform. Duties and Taxes will be handled off-platform with the Freight Seller or their agent when included in the Buyer’s booking for the following cases:
- Imports to all countries aside from the US.
- Freightos.com bookings made as Custom Quotes.
- Costs relating to Customs and Security Inspections, Customs regulations or Other Government Agency (OGA) requirements, including:
- More than 5 HS Classification Codes for the Customs Entry submission.
- Tariff reclassification or other Government investigation costs.
- All costs or penalties associated with a Customs Inspection, including, but not limited to: destuffing / stuffing containers, moving containers to the right facility, warehousing and storage, and returning the cargo back to the port/airport facility. The above fees may be passed from the Carrier or Customs office directly to the Sellers, who will charge it to the Buyer. Sellers are permitted to add a processing charge for arranging these services.
- Shipments may also be subject to Customs Holds and Examinations and any related carrier charges. The supporting documentation for these charges may not be available from the carrier on a per shipment level as these are shared containers. Sellers will issue their own invoices when this is required.
- Commodity specific chargesSome commodities require specific procedures or documentation. For example, when shipping foodstuffs, dangerous goods, or pharmaceuticals, shipments may be subject to additional services like FDA inspection, or customs fees.
6.2. Storage and Shipping Line fees resulting from delays
These charges are paid off-platform even when the forwarder is not handling customs clearance. Shipments may incur detention, demurrage, or storage fees associated with delays in the customs process due to late submission of documents or Customs Examinations at the port, rail terminal, or warehouse for both the origin and destination countries.
- Free Time at port may be exceeded due to port or warehouse congestion, an improperly packaged shipment, or missed appointments due to poor road conditions which can not be anticipated.
- Container Per Diem charges connected to Demurrage and Detention incurred due to missed pickup or delivery.
7. Disagreements on Charges Added
We encourage our Buyers and Sellers to resolve any disagreements between themselves using the Messenger application on the platform. During the process of resolving any disagreements, Sellers are requested to adjust any charges directly through the system.
If for any reason the disagreement is not resolved between Buyer and Seller, the parties can submit a dispute case via the dispute form here in accordance with our dispute policy.
8. Buyer Promotions
8.1. Site Promotions offered to Buyers
In order to incentivize Buyers to use the platform, Freightos.com or partner sites may offer site promotions (“Promotions”). Since any agreements for services are directly between Buyers and Sellers, the Promotion is not part of the freight service or contract and is a site Promotion given directly by Freightos.com or partner sites to a Buyer. In such cases, Freightos.com will fully discharge the amounts stipulated in the Promotions owed by a Buyer to the Seller. The Seller confirms that any payments made to the Seller by Freightos.com on the basis of a Promotion will be accepted as fulfilling the Buyer’s payment obligation.
8.2. Seller Offers Promotions to Buyers
Sellers can offer promotions to Buyers on Freightos.com. The promotions are visible on the results tile. On the checkout page, there will be a section for applied Promotions.
Buyers will see all the relevant promotions fitting the criteria defined by the Sellers. If there are two matches for a promotion, Buyers will see the best price (highest promotion with lowest Quote).
Sellers may add different promotions to quotes on the basis of shipment mode, quote value, or by specific origin and destination countries or ports. The Seller will set criteria such as the amount of the promotion and if it applies to new and repeat shippers.
Sellers will be able to add and edit existing promotions and will also be able to remove them at any time. Sellers are solely responsible for the promotions being applied and Freightos.com does not assume any liability.
IV. Shipment Cancellations
1. Seller May Cancel a Shipment under specific circumstances
Sellers may only cancel a shipment under the following circumstances:
- When the Seller cannot physically execute the shipment because of Force Majeure. Please note that a change in market conditions or specific carrier availability is not a valid reason for shipment cancellation.
- Should there be a material discrepancy between the details entered by Buyer and the actual description of the goods or pickup times or other substantial discrepancies, Seller will be entitled to cancel the shipment.
- If the Buyer fails to meet Seller’s internal legal compliance requirements, as documented for their internal reference by Seller. The Seller may also refuse to service a repeat Buyer if they feel they can not provide a problem-free experience.
- If the Buyer is unresponsive to the Seller for 14 calendar days.
Any cancellation by Seller or failure to execute the shipment other than the reasons outlined above will be considered a breach of contract between Seller and Buyer. In such a case, the Seller will not receive payment for a shipment. Based on local laws, the Seller may be liable to the Buyer for any losses incurred, such as alternate transportation costs, which the Buyer may try to collect via Freightos.com. In such cases and in any case of lack of execution of a shipment, the Buyer will be entitled to transfer the shipment to a different Seller in addition to seeking remedies for the breach.
A Seller can cancel a shipment on the shipment page on Freightos.com.
- Sellers must specify the acceptable reason for the cancellation, or whether the cancellation request is coming from the Buyer, and include a written explanation and details, including whether there are any charges that remain to be paid and supporting documentation.
- When a cancellation takes place in accordance with the SOP, Freightos.com will notify the Buyer of the cancellation.
1.1. Abuse of Cancellation Policy
In order to maintain a fair and honest platform, Freightos.com retains the right to remove Sellers or take any other necessary measures against Sellers that, at Freightos.com’s sole discretion, abuse this Cancellation Policy.
2. Buyer May Cancel a Shipment
Before a booking has been sent to a logistics provider, a Buyer may cancel their shipment on the shipment page on Freightos.com.
Afterward, a Buyer may cancel a shipment by reaching out to their Seller directly on Freightos Messenger to cancel the shipment and inquire after any incurred costs.
Should the Buyer cancel a shipment after the Seller has already incurred costs, the Seller will be entitled to payment for commercially reasonable and documented costs.
If the Seller has not fulfilled all of Seller’s obligations under the Freightos.com Terms of Service for Sellers, MSA, and other Freightos.com Policies, the Buyer will have the right to transfer the shipment to another Seller and the Seller will have no claims arising from this canceled shipment.
3. Freightos.com May Cancel a Shipment
Freightos.com may cancel any shipment if it believes it not to be viable or due to non-compliance with Freightos.com policy. The shipment will be canceled when a breach of contract has occurred, including but not limited to:
- If Freightos.com has reasonable cause to believe that Buyer or Seller will not perform their obligations per the contract.
- If Freightos.com believes that the Buyer may not be legally eligible to purchase the freight services.
4. Incurred charges on canceled shipments
It is not acceptable for a Seller to implement a standard cancellation charge. All cancellation costs must be in line with actual fees incurred by the Seller, and only following pickup or booking with the carrier. Proof of charges must be given.
4.1. Notification of incurred charges.
- If a Seller cancels a shipment, they must advise the Buyer of any incurred charges on the shipment upon canceling.
- If a shipment is canceled by Freightos.com, a Seller must confirm if there are incurred costs within 2 business days of receiving the cancellation notification.
- If communications are not carried out in the prescribed manner, the Seller will not be entitled to any incurred costs on canceled shipments.
5. Lost Cargo
If a carrier confirms a shipment has been lost by the carrier, the Seller will advise Freightos.com to cancel the shipment.
- The Seller may still collect for incurred costs on the shipment.
- The Seller must provide proof from the carrier that the shipment has been lost.
- The Seller must pass any refund or compensation for services to the Buyer as soon as it is received from the carrier.
- Once a shipment is canceled, the Buyer should immediately reach out to their insurance agent since claims may not be accepted more than 10 days after cancellation as per the insurance agent’s terms and conditions.
6. Abandoned Cargo
The Seller will be entitled to treat a Shipment as Abandoned Cargo under the following circumstances,
- In a to-port shipment, the consignee does not make the necessary arrangements to pick-up the goods from the CFS/Warehouse/CY within 10 calendar days (or extended free time where relevant).
- In a to-door shipment, the consignee does not cooperate in customs clearance or prevents delivery efforts within 10 calendar days (or extended free time where relevant) after release notice.
The Seller must notify the Buyer in writing that the Shipment delivery cannot continue due to Buyer’s failure to make necessary arrangements or cooperate in customs clearance, and must make all reasonable attempts to mitigate damages and reduce associated costs prior to treating a shipment as Abandoned Cargo. If a Buyer does not rectify the failure within 10 calendar days from receiving such notices, Seller will be entitled to treat the shipment as Abandoned Cargo. Sellers must have proof that such notification was given.
Abandoning the shipment entails ceasing the handling of the shipment if pending payments such as for duties, taxes, or warehousing is not received. Sellers will abide by local laws and regulations once a shipment is abandoned in accordance with this section.
If a Seller recovers revenue when abandoning a shipment in accordance with Freightos.com policy, this will be used to offset the costs the Seller has incurred handling the shipment for both off-platform and on-platform charges.
1. Buyer purchases insurance on Freightos.com
A Buyer may ask to include procurement of general cargo insurance services when booking a shipment. These will services will be provided by a third party insurance Seller. In the case of Custom Quotes, the Seller will arrange for the insurance service.
If a shipment has been fully or partially lost, or if any damage has been incurred upon delivery, the Buyer must submit an insurance claim within 10 calendar days.
When filing a claim, insurance policies have a deductible, which is the amount that Buyers must pay before the insurer will pay any claim amount.
Insurance or cargo protection pricing includes:
- Premium calculation, e.g., Insurance premium (price) as % of value of goods.
- Minimum insurance premium (price).
- Maximum deductible of USD $0 for insured values below $5,000 USD. Maximum deductible of 10% of the insured value when the insured value is over $5,000 USD . This will be paid by the Buyer upon the acceptance of an insurance claim.
The insurance provider must provide a copy of the insurance policy and booking to the Buyer.
All Sellers involved in a shipment must cooperate fully by providing documentation and assistance for all insurance claims and inquiries.
Freightos.com is not involved in settling claims and all claims must be settled directly between Buyer and the insuring party, whether the Seller or a Third Party. The full terms of the policy will be provided by the insurance provider.
2. Buyer can opt-out of insurance on Freightos.com
- Insurance can be purchased by the Buyer with an external insurance company separately from their Freightos.com booking (note: paying close attention to the details of the purchased policy is recommended).
- If no insurance is purchased (neither on Freightos.com nor with an external company) the Buyer assumes full responsibility for any damages or loss of cargo.
- Freightos.com strongly recommends that Buyers add insurance to all Quotes so that their shipment is covered in case of potential loss or damage. If a Buyer decides not to purchase insurance, they will be responsible directly for any potential damages or losses to the shipment.
VI. Customs Brokerage
All international shipments require customs clearance. U.S.-bound imports also require Buyers to hold a valid customs bond. Buyers may request import customs brokerage services when booking.
Bookings on Freightos.com create direct contracts between the Buyer and the Customs Broker.
- When booking an online quote, these services may be purchased directly through a third-party Seller separately from the Freight Seller.
- When customs clearance is handled by a third-party customs broker, Freightos.com and the broker will share Buyer information as directed under U.S. Customs and Border Protection (CBP) regulation 19 C.F.R. § 111.24 with one another for the purpose of providing the services for that shipment only.
- Freight Sellers may offer their own custom clearance services on custom quotes that they issue.
- If a Buyer does not select the Customs Brokerage additional service then they assume full responsibility for clearing customs.
- Buyers adding customs clearance to their Quote will be asked to fill in a Power of Attorney (POA) form for air and ocean shipments. The POA is a legal document granting the customs broker the authority to handle the customs clearance process for you. Freightos.com is not a direct party to the customs clearance process.
- Whichever modality Sellers operate, all Sellers must provide all information relevant in advance so that the appropriate party can proceed with the clearing of the goods including but not limited to ISF Filing. Any delays and/or fines due to lack of Seller documentation will be at Seller’s expense.
- For Express shipments, customs brokerage is executed by the carrier and not the Seller. For customs brokerage alignment, the Buyer may need to contact the carrier directly.
- In some countries, businesses involved in commercial activities may be entitled to recover sales and value-added taxes imposed during the customs process. If a Seller is executing a consolidated shipment, they may clear multiple shipments under a single entry. This may prevent a Buyer from being able to recover taxes imposed. If a Buyer is counting on receiving their tax benefits, they must ensure they select a broker who will clear their shipment in a way that can facilitate this.
1. Primary Responsibilities of Customs Brokerage Seller
Once a Buyer has selected and booked Customs Brokerage services through the platform,
Freightos.com will notify the customs broker of the Booking. Freightos.com and the Buyer will not be responsible for any costs incurred prior to notification of the Booking by Freightos.
The customs broker will fulfill contracted services according to the SLA below including the time period allotted to apply additional charges.
The customs broker is solely responsible for checking that they are holding the POA at the time of performing customs brokerage and that the POA is filled in correctly.
If a Buyer advises they already have a customs bond in their booking but they do not have a valid bond, the customs broker will align with them and process the bond as needed when reviewing the POA.
The customs broker must inform the Buyer of all reporting requirements in the respective origin or destination country of the specific shipment.
The customs broker will provide Freightos.com the rates of all primary brokerage fees, as well as accessorial/handling charges including but not limited to government inspection charges and additional charges for shipments with above 5 HS codes. Pricing provided at the time of booking must be honored.
The customs broker will be responsible to fully represent the Buyer for the brokerage services contracted with them and complete all booked services.
The customs broker will be responsible to ensure and monitor their performance in terms of proper execution and customer satisfaction.
Sellers must provide a copy of the customs bond when purchased as part of the shipment to the Buyer.
When shipments are booked with customs brokerage, Freightos.com will notify the customs broker of the Booking. The customs broker will provide the service for the shipment, keeping all parties (Freightos.com, Buyers and Sellers), updated with status and charges on an ongoing basis.
Customs brokers will adhere to the SLA’s in Appendix D: Service Level Agreements for the Customs Process below.
VII. Review of Freightos.com Sellers
Freightos.com Sellers are industry-leading logistics service providers and other value-added service providers, like customs brokers and insurance providers, that have chosen to provide their services to Freightos.com customers directly via the Freightos.com online platform.
1. Seller Profile Page
Freightos.com creates a page for Sellers and Service Providers to share basic information with Buyers about their organization, services offered and reviews. This will be available for the Buyer and will include information on the Sellers and Service Providers appearing in the Buyer’s search results.
Freightos.com is not obligated to publish all provided information, nor is Freightos.com responsible for validating the content of the Seller profile page. Sellers assume all responsibility for the content published.
2. Buyer Reviews
Freightos.com will publish Buyers’ reviews of Seller services. These reviews are visible on Seller quotes and give Buyers additional information to help them select a Seller that provides good service. All reviews are solely the opinion and responsibility of the person posting the content and Freightos.com takes no responsibility and assumes no liability for reviews posted by Buyers.
- Buyers may not leave multiple reviews for the same shipment. If a second review is submitted for a single shipment, it will be removed from the platform.
- Freightos.com will remove review comments if they are deemed untrue, malicious, obscene, or libelous.
- Freightos.com will change reviews upon receiving a request directly from the Buyer.
- Sellers may send us a comment to display on the Buyer review.
- Freightos.com reserves the right to publish and share metrics about Seller’s performance collected through the use of Freightos.com, such as response times or on-time deliveries. These may be published in the Reviews sections and on Seller’s profile page or elsewhere.
- Buyer reviews should reflect the Freight service they have received from their Seller. 3rd parties offering customs brokerage and insurance services should not be part of the seller review.
- Freightos.com reserves the right to remove reviews not in accordance with our policy or not relevant to the Seller’s service.
- Sellers may extend an offer to a Buyer to encourage them to leave a review, but this may not be contingent on giving a review with a specific review comment or score.
Freightos.com invests significant efforts and resources into finding Buyers and Sellers. When Freightos.com introduces a Buyer and a Seller, they must transact exclusively through Freightos.com for 24 months following the first transaction (with an exemption if the Seller had sold directly to the Buyer in the previous 6 months prior to their first transaction on Freightos.com, as evidenced by an actual invoice, or with respect to other services, e.g. warehousing, while those services are not offered on Freightos).
Any direct transactions between a Buyer and Seller during this non-circumvention period will be deemed to have taken place through Freightos.com with respect to Seller and Buyer Fees. Any Buyer that approaches a Seller during the non-circumvention period should be redirected back to Freightos.com to place the booking.
This section overrides the MSA.
Appendix A: Definitions
The Capitalized Terms used in this SOP will be defined as follows:
Abandoned Cargo: Cargo which the consignee has not made the necessary arrangements to pick-up from the CFS/Warehouse/CY, or has not cooperated in customs clearance, or has prevented delivery efforts within 10 calendar days (or extended free time if available) after release notice and barring any dispute with Seller or Service Provider.
Booking: The act of accepting a Quote which establishes a contract for the freight services covered by that Quote.
Business Days: For this SOP a Business Day is Monday through Friday from 09.00 am through 06.00 pm EST, when US banks are open. When this SOP refers to a Seller or Service Providers’ Business Day these hours apply to the Seller or Service Providers’ place of business on days when banks in Seller or Service Providers’ country are open, and when this SOP refers to a Buyer’s Business Day these hours apply to the Buyer’s place of business when banks in Buyer’s Business Day are open.
Buyer: An entity that books freight services through Freightos.
Insurance and Cargo Protection Service Providers: An entity that sells and provides Insurance and Cargo Protection through Freightos.
Customs Brokerage Service Providers: An entity that sells and provides Customs Brokerage services through Freightos.
Custom Quote: A tailored price offering of a Seller to match your chosen shipping criteria and stored in your Freightos.com account.
Freight Services: Any service ordered from a Seller or Service Provider on Freightos.com including but not limited to freight, Insurance, Customs Brokerage, etc.
General Rate Increase (GRI): An adjustment of freight rates across all or specific tradelanes during a predefined period of time.
KYC: “Know your customer”. Internal Seller or Service Provider criteria necessary for accepting a booking.
Offline Quote: See Custom Quote.
Payment Guarantee: The guarantee given by Freightos to cover the cost of any booking and additional charges detailed in the Terms of Service for Sellers in the event that Buyer fails to make payment, all in accordance with the provisions of policy.
Quotes: An automated price offering of a Seller or Service Provider generated by Freightos software to match your chosen service criteria.
Rates Validity Period: The range of dates during which the rates remain valid.
Seller: An entity that sells and provides freight services through Freightos.
Sellers Quotes: A Quote from a Seller.
Service Level Agreement (SLA): Commitment between Service Provider and Freightos.com. Particular aspects of the service – quality, availability, responsibilities, and for this document specifically, timeframes to adhere to for the customs process.
Appendix B: Service Level Agreements for the Customs Process
Customs brokerage Sellers will uphold the below SLA’s for managing customs for Freightos.com Shipments where indicated. Freightos.com will be responsible for upholding all other SLA’s including where indicated for Freightos.com, the Seller, and the Buyer.
|Process Node||Freightos||Freight Seller||Customs Broker||Buyer||Exception Handling|
|Buyer books with customs brokerage||Verifies Shipment. Notifies Freight Seller and customs broker of Booking. Email is sent out to Buyer with POA and CEB FormEmail is sent out to Buyer with POA and CEB Form||Books shipment with carrier||Completes customs POA||If a POA is incomplete, Clearit will ask Seller to place shipment on-hold within 72 hours of shipment verification.|
|POA accepted and Shipment created||Customs Broker will contact Buyer for any issues with the POA or other information Buyer provides.||Completes POA||In Buyer is unresponsive or otherwise unable to complete their POA, the shipment may be cancelled.|
|CEB/SEB Processed||Process request from booking. Send bond for to Buyer to complete. Verify correct bond is in order.||Communicate if they have CEB to customs broker. If not, complete bond form sent by customs broker.||If Buyer did not request a bond in his booking but requires one, the customs broker will align with them and process the bond as needed. Late bond requests may require that a continuous entry bond is purchased if advised by the customs broker.|
|ISF – Upload 10+2||Uploads documents to Freightos.com 48 hours before Departure||Seller liable for any charges caused by delays in providing documentation|
|File ISF and 10+2||Within 4 business hours of receiving 10+2||Customs broker liable for any charges|
|Entry – Upload MBOL/MAWB/ AN||Ocean – 5 days before ETA Air – 1 day before ETA||Seller liable for any charges caused by delays|
|Entry – Upload MBOL/MAWB/ AN to Service Provider||Automated step. Upload to Clearit within 4 business hours of receiving documents||Freightos.com liable for any charges assuming all previous documents above are in place.|
|Duties and tax cost send to Freightos.com before filing entry||To send Freightos.com final charges before filing entry.||Buyer must make full payment before shipment is cleared.|
|Entry||Shipment cleared from customs before Shipment arrives||If the shipment is not cleared in a timely manner due delays from one party, that party will be responsible for incurred charges.|
|Shipment cleared – Send notification to all parties||Automated process. Will be sent within 4 Business hours of the Shipment cleared customs as advised by customs broker||Customs broker will update Freightos.com that shipment has cleared customs.||Buyer must make full payment before shipment is completed|
|Additional charges sent to Freightos.com – Finalizing the Shipment||Freightos.com sends Buyer payment details after customs broker advises them.||No longer than 14 days after the shipment has cleared customs||Such as exam fees, additional bond and clearance charges|
|Cancellation||Notification of cancellation required before vessel departure.||Notification of cancellation required before vessel departure.||Notification of cancellation within 1 Business Day of receiving booking||Notification of cancellation required before vessel departure.||Cancellation will not be accepted after these timeframes.|
Freightos.com Dispute Policy
Disagreements can arise between the Buyer and the Seller during the shipment lifecycle and after shipment closure. We encourage our Buyers and Sellers to efficiently resolve these disagreements between themselves using Freightos Messenger on the platform.
If for any reason the disagreement is not resolved between Buyer and Seller, either party may open a dispute on Freightos.com, and request from Freightos to adjudicate on the matter.
1.1. Freightos.com Buyers and Sellers can submit a dispute case via the dispute form here.
1.1.1. By booking through Freightos you have agreed to accept the Freightos.com Terms and Conditions for Buyers and this Dispute Policy as the guiding policies for the dispute process. You will be asked to tick the acceptance button on the dispute form, however, please note that both parties are bound by this process. If you attempt to otherwise dispute payment, the counterparty may object to any other forum and Freightos will have no responsibility.
1.2. Freightos will manage disputes in the following cases. The guidelines and criteria for shipment charges are governed by our Freightos.com Standard Operating Procedure and the Freightos.com Sellers Terms and Conditions.
1.2.1. A Buyer contesting additional charges:
188.8.131.52. Where the Buyer is contesting the validity of the charges
184.108.40.206. Where the Buyer is contesting proper communication of the charges
1.2.2. A Buyer claiming non delivery.
1.2.3. A Buyer claiming a service was not provided.
1.2.4. A Buyer contesting additional charges incurred due to Seller error.
1.2.5. A Buyer claiming an error in classification for duties.
220.127.116.11. The final decision about any reclassification will be made by the relevant government authorities.
1.3. Freightos will not manage disputes in the following cases:
1.3.1. For the value of lost and damaged goods (in these cases Buyer should contact the insurance agent).
1.3.2. For consequential and/or indirect damages (impact to Buyer’s business, etc).
1.3.3. For Freightos Platform Charges as outlined in the Transparent Pricing Policy including Freightos’ Platform Fee, Disbursement Fee when required, and Convenience Fees for credit card payments.
1.4. In case of duty reclassification a dispute can only be opened with the relevant government authorities once full duties payment has been made.
1.5. All disputes will be limited to a maximum of the freight cost.
1.6. Freightos reserves the right to not adjudicate due to special circumstances such as, but not limited to, if unilateral actions were taken by any of the parties, or if the disputed charges come to more than 25,000 USD. When Freightos has confirmed in writing that it will not adjudicate due to special circumstances, Freightos will abide by any ruling of a competent court for matters of refunds and payment guarantee.
1.7. Freightos reserves the right to open a dispute on any shipments we deem necessary as part of an audit even if the Buyer has not initiated a dispute. These disputes will be processed similarly to Buyer initiated disputes.
1.8. Filing a payment or transaction dispute or reversing your payment through your payment provider, credit card company or your bank (chargeback) is a violation of our Terms and Conditions and of this Dispute Policy and Freightos reserves the right to disable a Buyer’s account in this case.
2. Dispute Process
2.1. Once a dispute case is submitted, both Buyer and Seller will be provided with the opportunity to support their claims with documented evidence. The Freightos.com Team will reach out to both sides to manage the dispute resolution process.
The Freightos.com Team will mark the disputed shipment as disputed in the system, this will stop collection from the Buyer as well as payout to the Seller until the dispute case is resolved.
2.2. The Buyer is responsible to provide within reasonable time the following documentation to support the disputed claim as needed according to the nature of the dispute:
2.2.2. Packing list
2.2.3. Commercial invoice
2.2.4. Any relevant additional information and/or documents
2.3. After the Freightos.com Team receives a dispute claim from a Buyer, the team will reach out to the Seller and notify the Seller about the received dispute claim specifying:
2.3.1. Shipment number
2.3.2. Buyer name
2.3.3. Buyer contact details.
2.3.4. Buyer’s claim.
2.3.5. Disputed amount.
2.3.6. Relevant additional information & documentation.
2.4. In response to the notification the Seller is responsible to provide within reasonable time to the Freightos.com Team all the following documentation according to a template provided by Freightos.com to prove the validity of the disputed amount:
2.4.1. Freightos Messenger communication about the charges to the Buyer.
2.4.2. Buyer acceptance of the charges as required by the Freightos.com Standard Operating Procedure.
2.4.3. Photographs, invoices, and any other supporting information and documentation of the charge(s) in question.
2.5. The Freightos.com Team’s inquiries should be responded to within a maximum of 10 business days. If the Freightos.com Team does not receive responses from either the Seller or from the Buyer within this timeframe, the Freightos.com Team reserves the right to decide in favor of the other party.
2.6. Once all evidence is received, the Freightos.com Team will review the documentation provided by both parties and make a decision about the dispute. A dispute summary will be created by the Freightos.com Team including all the events of the shipment, the specifics of the disputed amount, the evidence submitted by both parties, and the final decision.
2.7. The Freightos.com Team will notify the Buyer and the Seller of the outcome of the dispute process within 5 business days from the last evidence submission.The dispute summary document will be provided to both parties and the dispute will be closed. Any adjustments to billing will then be processed.
2.8. Please note that the decision in the dispute summary is final and binding, it cannot be reopened for a secondary review or subsequent dispute. We encourage both parties to submit substantial evidence during the dispute process to support their claim in order to secure a favorable outcome.