Last updated: December 28, 2023 Standard Operating Procedure

Buying freight is simple with Freightos. We try to make our legal terms and conditions as simple as possible too. Read on to learn how Freightos works.

I. Introduction

1. is committed to reducing uncertainty with defined and transparent pricing. does this by providing a payment and communications Platform for Shippers and Sellers and other tools to promote a high level of service for Shipments booked on

Once a Shipper books a Shipment on, they have entered into a direct agreement for a freight service with the chosen Seller(s). The contract is between Shippers and Sellers. 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 Shippers provide. handles payment collection for the Sellers but is not a party to the Shipment itself.

In some cases, a Quote may contain logistics services provided by a Logistics Seller as well as additional services provided by a separate Third-Party Seller. Each Seller providing a service will be indicated on the Quote. The Shipper enters into separate contracts with each Seller included in their selected Quote, for the specific services that each Seller is providing. Each Seller is responsible for executing their contracted service as well as providing the Shipper with direct communication as required.

We help Shippers find quotes from Sellers, but unless otherwise explicitly agreed to in writing we are not a Seller and we don’t provide Freight Services. Sellers are not agents or contractors of Freightos. Sellers and Shippers using agree to abide by this document. 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 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.

When Booking on, Shippers 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. Shippers and Sellers can contact us with any questions and feedback is welcome.

II. 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 after release notice and barring any dispute with Seller or Service Provider.

Booking: The act of the Shipper accepting a Quote that establishes a contract for the Freight Services covered in that Quote between the Shipper and a Seller. When a Shipper books a Quote, it may include multiple Bookings for separate Freight Services; for example, a Quote can include main freight logistics, trucking to or from a port, insurance, and customs brokerage. All Bookings included within a single Quote are part of the same Shipment. The act of accepting a Quote which establishes a contract for the freight services covered by that Quote.

Business Days: This refers to any day in which normal business operations are conducted. In Western countries. This is generally considered to be Monday through Friday from 9 a.m. to 5 p.m. local time and excludes weekends and local public holidays. In this SOP a Business Day is determined in relation to the party responsible for taking the described action in the locality.

Customs Brokerage Service Provider: A Seller that provides customs brokerage services through

Custom Quote: A tailored price offering of a Seller to match a Shipper’s chosen shipping criteria and stored in your account.

Freight Services: Any service ordered from a Seller or Service Provider on including but not limited to freight, Insurance, customs brokerage, etc.

Force Majeure Event: An event affecting the Shipment not arising from the fault or neglect of a Seller, which the Seller can not avoid by reasonable endeavor (such as natural disasters, port strikes or civil unrest).

General Rate Increase (GRI): An adjustment of freight rates across all or specific tradelanes during a predefined period of time. 

Guaranteed Capacity: Quotes marked as Guaranteed Capacity indicate that upon Booking, space for the Shipment is guaranteed by the Seller. Sellers will compensate Shippers if the vessel doesn’t onboard within a specified time from the quoted sailing date and Shippers will be charged if they miss the gate-in date or cancel their Booking after it is passed to the Seller. 

Insurance and Cargo Protection Service Providers: An entity that sells and provides Insurance and Cargo Protection through Freightos

KYC: “Know your customer”. Internal Seller or Service Provider criteria necessary for accepting a Booking.

Mandatory Law: Any applicable laws, statutes, orders, rules and regulations of any government or authority of any tier having jurisdiction over the Services or these Terms and Conditions the provisions of which cannot be departed from by to the discretion of the Shipper, the Seller or Freightos

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 Shipper fails to make payment, all in accordance with the provisions of policy.

Platform: Any site or API integration offering Freight Services provided by Freightos. Many will include “” or “” in the URL.   

Quotes: A stated cost to contract Freight Services from a Seller (or multiple Sellers) based on the search parameters that a Shipper enters. Quotes including Dynamic Rates are valid for the specific departure indicated. Quotes including Static Rates only are valid until the rates expiration date indicated on the Quote. An automated price offering of a Seller or Service Provider generated by Freightos software to match your chosen service criteria.

Rates: The pricing for a Seller’s quoted services.

Rates Validity Period: The range of dates during which the rates remain valid.

Seller: An entity that sells and provides Freight Services through Freightos.

  • Logistics Seller: A Seller responsible for the Shipment logistics execution including moving the Shipment from the booked origin to the booked destination. 
  • Third-Party Seller: A Seller who executes additional Freight Services such as insurance or customs brokerage, but who is a separate entity with no relation to the Logistics Seller.

Sellers Quotes: A Quote from a Seller.

Service Level Agreement (SLA): Commitment between Service Provider and Particular aspects of the service – quality, availability, responsibilities, and for this document specifically, timeframes to adhere to for the customs process.

Shipment: The full parameters of the contract or contracts for Freight Services included when a Shipper makes a Booking for a Quote.

Shipper: A user of the Platform who is eligible to buy cargo services from a Seller.

User: Any party using the Platform, and shall include Shipper, Seller, Third-Party Seller, and any natural person authorized to interact with the Platform on behalf of those parties.

III. Shipment Execution

1. Shipper Books a Shipment

Once a Shipper has selected and booked a Quote, this creates a Shipment. The Booking creates a binding contract between the Shipper and Seller, whereby the Shipper agrees to provide payment to the Seller via in exchange for the services that the Seller agrees to provide to the Shipper at the stated cost. Once a Quote is offered by the Seller and booked by the Shipper, the price in the Quote is absolutely binding.

The Platform advises the Shipper of the requirements to complete their Booking including documentation, payment, and customs brokerage documentation if relevant.

Once all requirements are completed by the Shipper, will process the Booking. If the Shipper does not complete all Booking requirements 7 days after Booking their Shipment, the Shipment will be cancelled.

For international Shipments, the Shipper is responsible for ensuring that all of the proper customs documentation necessary for execution of the Shipment is in place before moving the Shipment. If a Shipment includes a commodity or destination the Shipper has not shipped to before, the Shipper should consult an imports authority.

2. Processes the Booking

For every new Booking, performs a non-binding preliminary check according to the basic details provided by the Shipper. checks all Shippers against the OFAC (Office of Foreign Assets Control) list. Shippers’ information is checked as part of the post Booking checklist feature of where Shipper 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 has done this preliminary review and confirms payment and other Booking requirements for the Shipment from the Shipper, 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 pickup. This communication and the Shipment page will serve as the main reference for the Booking details. may also cancel a Shipment before passing it to a Seller if the Shipper 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 Shipment verification notification sent by and the information available on the Shipment page. and the Shipper will not be responsible for any costs incurred by the Seller prior to receiving notification from The Seller is responsible to perform a detailed review of the Shipment including internal KYC requirements, routing, commodity, and Shipper messages to ensure there is no miscommunication regarding the terms of the Shipment.

A Logistics Seller must perform their initial Booking review and reach out to the Shipper within 3 Business Days of receiving Shipment verification notification. At this point, the Seller must advise if the Shipment needs to be cancelled or if clarification is needed from the Shipper before proceeding. The Seller shall make best efforts to inform the Shipper of documentation that may be required for completing the Shipment. is not party to any Booking or Shipment and is not responsible for performing Know-Your-Customer (KYC) or due diligence on any Shipper on behalf of the Seller or for verifying that the documentation is sufficient for completion of the Shipment.

3.1. What Shippers can ship via

Shippers can ship general cargo boxed, palletized, or containerized on As part of the Booking process, Shippers will be prompted to input a Shipment commodity description and upload the commercial invoice. 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 Sellers currently do not offer. Insurance purchased on may also not cover these Shipments. Please see our List of Excluded Goods for more details.

In some cases, a Shipper may book a Custom Quote for these commodities.

At this time, 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 Shipment is being moved under different master bills or with different departure times, the Seller shall work with the Shipper to book a second Shipment for the cargo being moved at a later time under a separate bill. Otherwise the Seller shall handle the second part off Platform. Failure to do so may result in issues with Shipment tracking, execution, insurance coverage and customs brokerage.

In some cases, a Shipper may book a Custom Quote for Shipments with multiple origins and destinations.

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 cancellation.

4. Seller Coordinates the Shipment Execution

The Seller, or their agent, will contact the consignor to confirm the specified goods ready date and Shipment details before Booking the Shipment transport.

The consignor may advise a change in load dimensions when coordinating with the Seller from what the Shipper has booked. Differences from the Booking dimensions may also be on the Shipper’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 that the Seller can ascertain before receiving goods, the Seller must notify the Shipper, and receive approval for any adjusted charges. In some cases a Seller may learn of additional charges incurred after the goods have been received (which are detailed in the Shipment Pricing section in the SOP). The Seller will act as per the below section Shipper Adjustments that a Seller may apply before Shipper approval is received and will notify the Shipper of any changes to the Shipment.

It is the responsibility of the Shipper to ensure that there is clear communication with the consignor and the Shipper must be aligned with the consignor regarding payments, terms, and dates of shipping.

Once the pickup date is confirmed, the Seller will book the Shipment for carriage with their carrier or agent within 4 Business Days of receiving Shipment verification notification, unless the Shipment is placed on hold before being executed. 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 Shipper. Exceptions must be backed by written proof upon request.

For Shipments where a Quote is booked with Guaranteed Capacity, once a new Shipment verification notification is received, the Seller will notify the carrier to secure the space and rate no later than the latest acceptance date.

Sellers must update the system or send data with carrier Booking information including ETD (Estimated Time of Departure) and ETA (Estimated Time of Arrival), MBOL/HAWB number (Master and House), 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”.

4.1. Placing a Shipment on hold before executing

If a Shipment is not ready for execution, Seller will place the Shipment on hold before aligning with the consignor or the Seller’s carrier or agent for Booking. The Seller must indicate that the Shipment is on hold and change the status accordingly on the Shipment page. The Seller will include the reason and until which date the Shipment is on hold. Reasons that the Shipment may be placed on hold before executing include:

  • The goods ready date is over 3 weeks from when the Seller receives Booking notification from
  • The Customs Brokerage Service Provider has not completed IOR verification, when customs brokerage is booked with a Third-Party Seller on
  • The Seller is awaiting Shipment clarification from the Shipper or consignor.
  • The Seller is unable to book transport due to space availability.
  • The Seller is awaiting confirmation from the Shipper of charge adjustments such as for Shipments moving after the end of their Quote validity or when the consignor has advised different Shipment dimensions or requirements from the Booking.

4.2. Shipper responsibilities until goods are received

If a Shipper has booked a Shipment with a port as the origin, then the Shipper is responsible for ensuring that their consignor executes their duties regarding the Shipment including arranging the Shipment delivery to the container yard by the requested gate-in date. 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 Shipper is responsible for the consignor giving the correct 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. Trucking agents may also accept the Shipment given to them by the consignor, even if it does not correspond to the Shipper’s exact Booking. The Shipper is responsible for any costs incurred due to consigning a Shipment to the wrong trucking agent or if the consignor provides a different BOL than what was provided by the Seller.

5. Shipper and Seller Communicate Throughout the Shipment

5.1. Shipment communication helps to facilitate direct communication between Shippers and Sellers. Once a Shipment has been booked and received by the Seller, Freightos messenger enables Shippers and Logistics Sellers to chat via email or on the Shipment page. can also initiate a new messenger chat. All messenger communications are logged and stored on the Shipper and Sellers Platforms for easy retrieval.

Sellers are responsible to provide Shipment updates and communications to Shippers on a regular basis to ensure a high standard of customer service. All Seller-Shipper communications must be recorded on either through the Freightos messenger or using the email functionality that allows to keep track of every exchange between Shipper and Seller.

If a Shipper 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 the Freightos messenger. Any updated documents, such as a new commercial invoice, are also the responsibility of Shippers to provide to Sellers.

Additionally the Shipper must provide updates of all relevant changes directly to any Third-Party Sellers they have booked services with, such as for customs brokerage or insurance. 

Sellers will in turn update a Shipper 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.

5.2. Seller provides Track & Trace information

To ensure Shipper satisfaction, Sellers must promptly communicate Shipment milestones via API integration or manual updates on our Platform.

If the Shipment encounters unexpected delays after it has departed, such as vessel delays, port congestion, or port closure, the Seller will place the Shipment on hold if they are unable to estimate the next Shipment milestone dates.

6. 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. Upon completion of delivery, the Seller must update the Shipment Status to “Delivered” and specify the actual delivery date. The Seller is and remains responsible even if portions of the delivery of the Shipment are carried out by subcontractors or agents appointed by the Seller.

For Bookings where the final destination is a port, the Seller will mark the Shipment as delivered once it arrives at the destination port and all booked services are completed, such as customs clearance and port services where relevant. For Bookings where the destination is a port, the Shipper must provide their destination agent’s details to their Customs Brokerage Service Provider to receive their Delivery Order.

For Bookings where the final destination is a commercial or residential address, the cargo will be delivered by the Seller to the curb on the side of the street unless the Shipper and Seller agree otherwise. Delivery takes place during normal Business Days and hours unless a Shipper arranges differently with their Seller. If the Shipper expects delivery around the date of a local public holiday, they are responsible for informing their Seller of any scheduled unavailability for their consignee to receive delivery.

If a Shipper contests full receipt of goods or claims that goods received were damaged, the Shipper will follow up with their insurance agent directly. The Seller will provide the Shipper with all required details and documentation so that the Shipper may follow up directly with their insurance agent to file a claim upon request from the Shipper.

Sellers must be able to provide proof of delivery to the Shipper and in accordance with best industry standards and including all relevant information.

For FCL Shipments, once the delivery is made, the Seller is responsible for returning empty containers to the terminal. This requires an appointment. In some cases, there might be no appointments available to make the return and thus the container will be stored until then. The Shipper will be responsible for all additional charges that might apply, such as yard storage, per diem and chassis rental fees until the empty container is returned to the Carrier.

6.1. Service levels and transit times

Transit times published with Quotes are not guaranteed. adds an estimated transit time range for port and trucking services, in line with industry standards for these services.

When a Logistics 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 Shipper approval.

Sellers must notify Shippers of any changes to the Shipment routing once they are aware of the change. In some cases, a carrier will execute a Shipment in a different manner than what was booked without first confirming with the Seller. 

Quoted transit times do not include unexpected delays. A Seller shall indicate any unexpected delays by placing a Shipment On Hold on the Platform and include the reason for the hold.

6.2. Interruptions to Shipment execution

In order to ensure that can collect payment on behalf of its Sellers, may instruct the Seller to hold delivery of a Shipment at any time prior to final dispatch to consignee at destination.

  • requests that the Seller hold a Shipment when there is a risk that will not be able to collect payment for it, or if the Shipper has outstanding payment with respect to any transactions on (even to a different Seller).
  • Third-Party Sellers providing customs brokerage may request a Logistics Seller to hold a Shipment if the necessary documents are not in place for customs clearance.
  • Sellers may hold a delivery pending off-Platform charges such as storage or duties, until the Shipper has made payment. The Shipper will be responsible for further charges incurred due to delays in payment.
  • 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 cancellation and abandoned Shipment policies outlined in this document.
  • agrees to compensate the Seller for reasonable and documented storage costs incurred by the Seller due to’s decision to delay Shipment delivery.
  • The Seller agrees to cooperate fully with with respect to holding the Shipment and regarding communications with the consignee and Shipper.
  • 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.

6.3. Closing Shipments before delivery at destination

A Shipper and Seller may agree to change the Shipment destination to the arrival port or the Seller’s warehouse after it has commenced. The Shipper must confirm this change on the Shipment page’s messenger. The Seller may then adjust the Shipment charges as needed and update the Shipment status to be “Delivered”.

6.3.1 Shipments detained by customs authority

In the event that a Shipment is seized by the local customs authority or held for exam, may advise a Seller to close the Shipment under the following circumstances:

  • The Shipment has been held in the customs process for more than 45 calendar days from the date of port arrival.
  • The Seller and Customs Brokerage Service Provider are unable to estimate how long the Shipment will be detained.
  • The Shipper does not wish to abandon the Shipment.

The Seller may then adjust the Shipment charges as needed to remove cost of final delivery form where the Shipment is being held and update the Shipment status to be “Delivered”. Further communications and charges related to the Shipment will not take place on

6.3.2 Returned Shipments

If a Shipment can not be completed due to circumstances outside of a Seller’s control, such as a Shipment unable to meet customs clearance requirements, a Shipper may request that the Seller return the Shipment to its origin or an alternate location. The Seller will advise the Shipper of the additional costs incurred.

For Express Shipments, the carrier may decide to return the Shipment to the Shipper or the consignor. The carrier may attempt to contact the consignee directly without informing the Seller. The Shipper will be responsible for incurred costs on returned Shipments. Possible reasons for return include, but are not limited to:

  • Shipment being refused by the intended receiver.
  • Physical address not able to be found by the carrier.
  • Carrier unable to deliver after failed delivery attempts.

For Air, Rail, and Ocean Shipments, once the Shipment is scheduled to be returned, the Seller will confirm all incurred charges for the Shipment and mark it as “Cancelled”.
For Express and Trucking service, the Seller will confirm incurred charges and mark the Shipment as “Cancelled” after it returns to the origin.

7. Seller Finalizes All Shipment Adjustments

The Seller commits to update 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.

A Seller is not entitled to payment on an undelivered Shipment unless it has been cancelled with incurred costs, or declared lost or abandoned.

Sellers are not entitled to payment for any Quoted service that was not provided or executed correctly. For example, a Seller is not entitled to delivery charges if they do not deliver a Shipment to the correct destination. A Seller is liable for the Shipper’s own cost of delivery if failure is due to their own errors.

IV. Insurance

No insurance will be applied by the Seller, unless chosen by the Shipper through All insurances applied are subject to the usual exceptions and conditions of the policies or underwriters taking the risk. recommends that Shippers procure insurance for any Shipment they place.

1. Shipper Purchases Insurance on

A Shipper may ask to include procurement of general cargo insurance services when Booking a Shipment. These services will be provided by a Third-Party Seller. In the case of Custom Quotes, the Seller will arrange for the insurance service when requested by the Shipper.

If the Shipper makes changes to their initial Booking, their insurance coverage may be affected. It is the Shipper’s responsibility to align with their insurance agent directly to advise of changes to their Booking.

If a Shipment has been fully or partially lost, or if any damage has been incurred upon delivery, the Shipper must submit an insurance claim as soon as possible within the amount of time prescribed by the Shipper’s insurance policy. The insurance coverage will not be applicable for abandoned Shipments and the insurance premium fee will remain.

When filing a claim, insurance policies may have a deductible, which is the amount that Shipper’s must pay before the insurer will pay any claim amount.

The insurance provider must provide a copy of the insurance policy and Booking to the Shipper. This policy will define the exact terms of coverage provided.

All Sellers involved in a Shipment must cooperate fully by providing documentation and assistance for all insurance claims and inquiries. is not involved in settling claims and all claims must be settled directly between Shipper and the insuring party, whether the Logistics Seller or a Third-Party Seller. The full terms of the policy will be provided by the insurance provider.

2. Shipper Can Opt-Out of Insurance on

  • Insurance can be purchased by the Shipper with an external insurance company separately from their Booking (note: paying close attention to the details of the purchased policy is recommended).
  • If no insurance is purchased (neither on nor with an external company) the Shipper assumes full responsibility for any damages or loss of cargo.
  • strongly recommends that Shipper add insurance to all Quotes so that their Shipment is covered in case of potential loss or damage. If a Shipper decides not to purchase insurance, they will be responsible directly for any potential damages or losses to the Shipment.

V. Customs Brokerage

All international Shipments require customs clearance. Shippers must have all required commercial documents, import licenses, export licenses, necessary for full execution of the Shipment, and the Seller has no responsibility for any delays or other costs or damages arising from lack of documentation.

Shippers may request import customs brokerage services when Booking Shipments on If a Shipper has not explicitly Booked customs clearance with a Seller, it is presumed that the Shipper has a Customs Brokerage Service Provider or other third party handling customs clearance off-Platform.

Bookings including customs brokerage on create direct contracts between the Shippers and the Customs Brokerage Service Provider. Shippers adding customs clearance to their Quotes will be asked to fill in a Power of Attorney (POA) form for air and ocean Shipment. The POA is a legal document granting the Customs Brokerage Service Provider the authority to perform the customs clearance process for the Shipper. is not a direct party to the customs clearance process.

1. Customs Bond

Some countries also require Shippers to hold a valid customs bond.

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, it might be able to clear multiple Shipments under a single entry. This may prevent a Shipper from being able to recover taxes imposed in another jurisdiction.

If a Shipper is counting on receiving any tax benefits, it is the Shipper’s responsibility to work with the Seller to achieve its expected tax treatment.

2. Who is the Customs Brokerage Service Provider on the Shipment?

  • When Booking an online Quote, Shippers may elect to purchase these services directly from a Third-Party Seller as a separate Booking included with their Shipment.
    • When a Third-Party Seller is acting as the Customs Brokerage Service Provider, and the Customs Brokerage Service Provider will share Shipper information for the purpose of providing the services for that Shipment only (for more information see U.S. Customs and Border Protection (CBP) regulations at 19 C.F.R. § 111.24).
  • Logistics Sellers may offer their own custom clearance services on Custom Quotes that they issue.
  • Whether a Shipper does or does not select the customs brokerage additional service made available on, the Shipper retains full responsibility for clearing customs for its Shipments.
  • For Express Shipments, customs brokerage is executed by the carrier and not a Seller. For customs brokerage alignment, the Shipper may need to contact the carrier directly.

A Logistics Sellers must provide all relevant information to Shippers so that the appropriate party can proceed with the clearing of the goods (including, but not limited to, Importer Security Filing (ISF). Any delays and/or fines due to lack of Seller documentation will be at Seller’s expense.

3. Third-Party Customs Brokerage

  • Clearit USA, a Third Party Seller, will perform the Customs Brokerage Services for all Bookings made on for U.S.-bound goods when the Shipper elects for Customs Brokerage Services
  • Once the Shipper completes the POA form upon placing the Booking on, this will create a separate account for them on Clearit USA’s dashboard. Through this dashboard, the Shipper can access any Shipment it booked for which Clearit USA is performing services for the Shipper; this enables the Shipper and Clearit USA to communicate directly with each other via online chat.
  • Throughout the customs clearance process, the Shipper will be notified via email with the customs status and if additional information is required. The Shipper must pay attention to all notifications sent and respond appropriately in order to avoid any Shipment delays or additional charges.The Shipper is responsible to check that it receives Clearit and emails and that the emails are not flagged as spam. The Shipper must check both the Clearit USA dashboard and the Platform regularly to keep track of the Shipment status and ensure nothing is outstanding.

3.1. Commodity Classification and Duties payment

  • The Shipper is responsible to provide the Harmonized Tariff Schedule (HTS) code to their Customs Brokerage Service Provider and a full description of the commodity it is shipping for Shipments booked with a Third-Party Seller. 
  • The Customs Brokerage Service Provider must adhere to customs guidelines in classifying the accurate HTS code when they are filing the entry with Customs which might affect the final duties fees owed. The Customs Brokerage Service Provider may request additional information from the Shipper during the classification process.
  • Certain commodities and origins are subject to additional taxes and fees, such as China-made products or goods that are flagged for anti-dumping by customs. 
  • The Shipper can reach out to the Customs Brokerage Service Provider no later than 7 days after the submission of their customs entry if they think the classification and thus the duties amount passed is incorrect.  If justifiable, the Customs Brokerage Service Provider can then adjust it before the entry is liquidated by Customs.
  • Payment of the duties amount is required before the Shipment can be fully released by Customs. Failure to do so will result in Storage fees the Shipper is required to pay.

4. Customs Holds and Exams

  • A Shipment may be flagged for customs hold or exam by Customs and government agencies. The Customs Brokerage Service Provider shall cooperate with the Shipper and the Seller on any required information or procedures until the Shipment is fully customs cleared.
  • If a Shipment has been assigned for examination by customs, the Customs Brokerage Service Provider shall handle all exam arrangements until Shipment is cleared according to the customs process SLAs below. The Customs Brokerage Service Provider is entitled to pass all transportation and exam charges to the Shipper through the Platform. The Customs Brokerage Service Provider may reach out to the Seller to confirm if they will be able to handle the transportation to and from the exam facility. If the Seller agrees and is to handle the move, the Seller may pass transportation charges to the Shipper through the Platform. 
  • Customs and government agencies will advise the full release of the Shipment after it has been examined and they might advise that the cargo will need to be further examined or seized. If customs decides to seize the Shipment, the Shipper will be notified of their options to proceed whether by filing a petition with customs, abandoning, or re-exporting the Shipment to its origin if applicable.
  • Customs and government agencies have the right to hold a Shipment that has been previously customs cleared. The Customs Brokerage Service Provider shall cooperate with the Shipper and the Seller on any required information or procedures until the Shipment is released by customs.
  • The Customs Brokerage Service Provider shall provide proof that the Shipment has been flagged for customs hold or exam if required by the Shipper.
  • The Shipper will be charged for any additional charges associated with the customs hold and exam process until the Shipment is customs cleared.

5. Primary Responsibilities of a Customs Brokerage Service Provider

  • Once a Shipper has selected and booked customs brokerage services through the Platform will notify the Customs Brokerage Service Provider of the Booking. and the Shipper will not be responsible for any costs incurred prior to notification of the Booking by Freightos.
  • The Customs Brokerage Service Provider will fulfill contracted services according to the Customs Process SLA below including the time period allotted to apply additional charges.
  • The Customs Brokerage Service Provider will keep all parties updated with the customs clearance status on
  • The Customs Brokerage Service Provider 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 Shipper advises that they already have a customs bond in their Booking but they do not have a valid bond, the Customs Brokerage Service Provider will align with them and process the bond as needed when reviewing the POA.
  • The Customs Brokerage Service Provider must inform the Shipper of all reporting requirements in the respective origin or destination country of the specific Shipment.
  • The Customs Brokerage Service Provider will provide 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 commodity classification if applicable. Pricing provided at the time of Booking must be honored.
  • The Customs Brokerage Service Provider will be responsible to fully represent the Shipper for the brokerage services contracted with them and complete all booked services.
  • The Customs Brokerage Service Provider 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 or its refernce number when purchased as part of the Shipment to the Shipper.

VI. Shipment Pricing

1. Quotes on

On, Shippers 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 (i.e. load, size, weight, accessorial needed, etc.) differs from the information originally provided, the Seller will confirm the Shipment details and any additional charges on, ensuring transparency and visibility for Shippers.

1.1. Online Quotes

Once the Shipper 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 Shipper may be prompted to request a Custom Quote. Custom Quote requests are accepted based on geographic scope and other service criteria by Sellers.

The online request form is initiated according to the search criteria submitted by the Shipper. Shippers are asked to fill out additional required fields to complete the request. Once the Shipper’s request is submitted, will transmit the request to the relevant Seller(s) who reply with binding Quotes. does not guarantee that every request will receive a Quote.

A Custom Quote request may also be generated on behalf of a Shipper by or a Seller as needed.

For Custom Quotes, Sellers provide their own customs brokerage or insurance services, if requested, in lieu of third-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 Sellers. If a Quote is requested and the below services are applicable, Sellers must include the pricing in their initial Quote. If a Quote is available but insurance or customs clearance is not available, this exclusion will be indicated on the search result. It is a Shipper’s responsibility to verify what services are included in the Quote they book.

  • Main freight services
    The 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 services
    For example: export clearance, AMS, bill of lading charges, AES.
  • Required fuel and security surcharges
    For example: fuel surcharges, BAF, X-ray / screening fees.
  • All loading, handling, and facility moving charges required according to the agreed transportation terms with the consignor and consignee
    For example: handling charges, container freight station costs, airport transfer fees, origin/destination charges.
  • Pickup, delivery, and associated charges
    For example: fuel, 2 days of chassis fees, pier pass, palletization for delivery.
  • Accessorial services associated with pickup and delivery
    For example: liftgate, residential
    • Note that residential delivery is not available for FCL pricing on
  • Accessorial services associated with fulfillment center delivery
    For example: palletization, shrink wrap, fulfillment center labeling, courier/last mile fulfillment labeling, full container load rework
  • Overweight containers
    The price for handling overweight containers should be included when requesting the option on the search page.
  • Insurance / Cargo Protection and Customs Brokerage
    Shippers are able to select these services on the search page. These can be either provided by a Logistics Seller or a Third-Party Seller.

Refer to the comments at the bottom of your Quote for specific conditional fees which may apply but do not appear in the Quote price, such as those mentioned below under the section for additional services or changes that may occur during the Shipment lifecycle. The Quote comments may also include terms for specialized products, such as cancellation terms for Guaranteed Capacity service. These terms are binding.

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. Platform charges

  • Platform Fee This fee helps us run and offer ongoing support. The Platform Fee is included on the checkout page prior to Booking. Platform fees will be added to all post-Booking charges as well.
  • Disbursement Fee This fee will occur when duties and taxes are paid through a Third-Party Seller providing customs brokerage, facilitated by, and the Shipper chooses to pay by credit or debit card.
  • Convenience Fee This fee will apply when Shipments are booked with Freightos Credit and paid by credit or debit card. It is also applied to each payment transaction if a Shipper wishes to cancel their payment and reapply it to a different credit or debit card.

3.2. Quote currency

  • Quotes appear in USD, GBP or EUR, depending on the Shipper’s country location. Shipper’s can change their default currency on
  • Rates can be submitted to by a Seller in any currency and will be converted to the Shipper’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 (i.e. 20’ to 40’).
    • Change in the load count or any of its dimensions.
    • Change in Shipment weight or volume.
    • If a Shipper books with total freight dimensions, overweight and oversize charges may not be reflected in the Quote and will need to be added after Booking.
    • If a Seller has already booked space with a carrier for a Shipment, and the Shipment weight or dimensions are less than what was booked, the Shipper may still be responsible for cancellation charges for the missing volume of the Shipment according to the terms of the carrier.
  • Change in the Shipment requirements
    • Change in the Shipment Incoterms as agreed with the consignor. For example, a Seller and Shipper may agree and coordinate with a Shipper’s consignor to adjust a Shipment originating at port to one that will be picked up from the consignor.
    • Changes to the pickup/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 pickups and deliveries, like drop container, trade shows, white glove services, auction house pickups, limited access pickup and deliveries and others.
    • Scheduled deliveries requiring appointments or phone calls before delivery.
    • 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.
    • If the Shipper is unable to provide their commodity classification for customs clearance, or provides incorrect classification to their Customs Brokerage Service Provider, the Customs Brokerage Service Provider may charge a commodity classification fee.
    • Non-stackable cargo: rates shown for loose cargo on the Platform assume that the cargo is stackable (i.e. 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

4.2.1 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.
  • Accessorial fees for services required to deliver a Shipment such as liftgate or residential services.
  • Foreign Importer of Record and EORI set up related services.
  • Telex releases, blind Shipments and other special documentation handling.
    • The Shipper is responsible for obtaining a Telex release from their consignor and is liable for costs via the Seller if the consignor 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.
  • Pallet exchange fees are charged in the event that the consignee cannot provide standardized pallets to exchange with the delivery agent upon delivery.
  • Rates for pickup and delivery assume that the cargo will be loaded or unloaded by the party consigning or receiving delivery of the Shipment as needed, and that no appointment is needed at the pickup or delivery location unless these services are indicated as part of the Quote. If loading services or drop shipping are needed, the Shipper may incur additional charges.
  • For residential and commercial origins and destinations, rates for pick-up and delivery assume that the cargo will be picked-up and/or delivered by the Seller to the curb on the side of the street. Requests to pick-up or deliver the Shipment at other locations beside the curb may incur additional charges.
4.2.2. Pickup / delivery attempts and waiting time
  • Time taken to pick up or deliver a Shipment to/from a port/warehouse might result in additional fees if it exceeds the standard free wait time given by each carrier. 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. 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.

CountryWarehouse/Business DeliveryFulfillment/Appointment Required Delivery
Minimum Free Hours included in Quote.Maximum Rate per HourMinimum Free Hours included in Quote.Maximum Rate per Hour
GB270 GBP270 GBP
US2125 USD .3125 USD
CA2100 USD3100 USD
  • If the Seller has arranged an appointment to pick up 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 consignor, Shipper’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 Shipper must pay.
  • Neither nor the Seller will be responsible for Shipment delays at the origin caused by the carrier, for fumigation requirements, or issues with export customs clearance.
  • 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 Shipper is responsible for any resulting additional costs.
4.2.3. 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 consignor at origin.
  • Failure to submit a Power of Attorney (POA) or correct details to the Customs Brokerage Service Provider, causing delays and unexpected Storage costs.
4.2.4 Customs authority exams and other imposed charges
  • The customs authority of the country of import or export may decide to examine a Shipment before releasing it. Additional charges may be passed to the Shipper for the cost of the exams and ancillary charges such as Shipment transportation fees related to the exam.

4.3. Storage and delay related charges

A Shipment may be held in storage for a number of reasons, with the most common causes linked to incomplete payment of duties and taxes, incomplete customs clearance, and customs exams. Shippers must work closely with their Customs Brokerage Service Provider and complete all documentation requirements to help avoid storage holds. Other cases of storage may be due to port or warehouse congestion, an improperly packaged Shipment, or missed appointments.

Storage charge types include detention, demurrage, per diem, and may be levied by a carrier, CFS, CES, or warehouse depending on the circumstances of the hold. Each storage location will have a period of free storage time in which the cargo can be picked up without incurring storage charges, with the ‘Last Free Day’ being the end of this period.

  • A Shipper is responsible for storage charges caused by circumstances beyond their Seller’s control. The Shipper may dispute a storage charge with the Seller or Customs Brokerage Service Provider if it is an on-Platform charge as per our Dispute Policy.
  • A Logistics Seller is responsible for notifying the Shipper that storage charges will be incurred 2 Business Days before a vessel arrives at the destination port if the customs process has not been completed or if the Shipper has not yet provided other Freight related documentation or information necessary for completing the Shipment.
  • A Seller is responsible for notifying the Shipper that storage or an exam will be incurred within 1 Business Day of receiving notification for all reasons other than customs clearance non completion.
  • Once the information is available, the Seller must advise the Shipper of the Last Free Day and the expected cost of paid days which will be incurred if the Shipment is not removed from storage before then.
  • A Seller must be able to provide proof of the storage term upon Shipper request. A Seller may add an administrative fee to the final charge amount. The administrative fee may not exceed 10% of the total storage cost billed to the Seller.
  • For Shipments removed from storage before 5 paid days have been incurred, the Seller will add the charges to the Shipment on as with other charges that may be applied after a Shipment has departed.
  • If a Shipment incurs more than 5 days of paid storage, the charges will be invoiced directly by the Seller to the Shipper off of the Platform. will not be involved in coordinating off-Platform charges or collecting payment for them.
  • When the Shipper is coordinating customs brokerage with a Third- Party Seller on, customs-exam related storage fees will be charged by the Customs Brokerage Service Provider on the Platform regardless of the length of the paid storage period.
  • A Seller may hold a Shipment from delivery if off-Platform charges were advised and not yet paid by the Shipper. Further storage costs may be incurred due to delays in payment.
  • A Seller must send an additional notification to the Shipper on the first day of paid storage to inform them that it has begun. The Seller must make the Shipper aware of the possibility of the Shipment being abandoned in the communication.
  • If a Shipper is not responsive or cooperative in removing a Shipment from storage after 5 paid days have been incurred, the Seller shall take steps to abandon the Shipment.

4.4. Rate expiration

Every published Quote contains an expiration date, or ‘gate-in’ date for ocean Shipments. 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. These dates are set by the Seller in local time at the Shipment origin but the displayed date for the Shipper may be adjusted per the Shipper’s time zone.

For European outbound trade lanes, GRIs are applied based on sailing date and not gate-in date.

4.4.1. 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. Sellers commit to pass through GRIs that are representative of the shipping rates in line with the active rates on at gate-in. Sellers also commit to apply General Rate Decreases when relevant. Shippers 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.

4.4.2. Seller notifies Shipper of rate increase
  • If a Shipment moves after the rate validity expires, Sellers must notify the Shipper via Freightos messenger of any rate changes and get approval before executing the Shipment. If no approval is received, the Shipment should be cancelled 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 Shipper 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 Shipper, and if no reply has been received within 1 Business Day.
  • Any rate changes must be charged on the Platform within 5 days of Shipment departure by the Seller. Moreover, 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.
4.4.3. Rollover

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 Shipper’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. Shippers will have the option to cancel a Shipment and decline these alternative services if they do not agree to the price adjustment.

For cases where delays incur off-Platform storage charges, the Shipper will make payment. If the delay was caused by a Seller, the Shipper may dispute the charge with the Seller directly after payment. Payment is required to reduce the risk of further delays and charges.
For cases where a Seller’s own delayed action was proven to have caused a delay, the Seller shall not be entitled to any further rate increases resulting from the delay. Rate reductions must still be passed to the Shipper if applicable.

4.4.4. 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. Shippers 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.

4.5. 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 Shipper’s approval for all charge adjustments before adding costs to the Shipment.

5.1. Shipment adjustments that require Shipper approval before a Seller can apply them

Sellers must review Shipments carefully before arranging transport. If there are charges known before pickup from door location the Seller may not proceed with the Shipment until they have received approval of the charge from the Shipper. This will give the Shipper a chance to cancel the Shipment if they are not willing to approve the charge, without incurring unnecessary cancellation costs.

If a Shipper disputes one of the following charges, as per our Dispute Policy, will close the dispute in favor of the Shipper if there is no written evidence showing they accepted the charge.

  • All changes to the Booking communicated by the Shipper 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 Shipper. 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 Shipper during the life of the Shipment to upgrade the Booking.

5.2. Shipment adjustments that a Seller may apply before Shipper approval is received

A Seller is expected to keep the Shipper’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 Shipper 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 Shipper confirmation will ultimately cause even higher costs for the Shipper.
  • If the Shipper 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 Shipper 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 cancelling the Shipment.

For common examples, see the pricing section on Charges that may be applied once a Shipment has departed.

6. Charges Between Shipper and Seller

Certain charges will be invoiced directly by the Seller to the Shipper off of the Platform. Sellers must ensure that these charges are communicated as early as possible and prepare Shippers for potential charges. Shippers must pay these charges directly to the Seller to ensure they do not face issues with their Shipment. Disputes for these charges will not be adjudicated by The Seller must be able to present proof of charges from the party imposing them if the Shipper requests it.
A Seller may hold a Shipment from delivery if the following charges were advised and not yet settled.

6.1. Government and passthrough charges

When a Third-Party Seller is executing customs clearance, Shippers pay for duties and taxes through These charges are applied off-Platform when the Logistics Seller is also handling customs clearance. If a Shipper does not include customs brokerage in their Booking, they will coordinate payment with their own Customs Brokerage Service Provider off-Platform.

Duties and taxes will be handled off-Platform with the Logistics Seller or their agent when included in the Shipper’s Booking for Bookings made through Custom Quotes and all import Shipments with destinations other than the US:

6.1.1. 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 Brokerage Service Provider will contact the Shipper to arrange payment of any customs duties to finalize the process of clearing the goods for entry.

The Customs Brokerage Service Provider will provide all duty and import levies no more than fourteen (14) days after the Shipment has been delivered. However, US CBP reserves the right to impose additional Duties on a Shipment after it has completed importation, in this event the customer will need to pay these additional charges directly to Customs.

6.1.2. Costs relating to customs and security inspections, customs regulations, or Other Government Agency (OGA) requirements, including:
  • Commodity classification for 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 Shipper. Sellers are permitted to add a processing charge for arranging these services. Because these fees are passed on from outside parties to the Seller, the charges may not be available until after the 14 day period that other customs-related charges can be added. Therefore, the 14 day window to add customs clearance charges does not apply to any fees assessed during a customs examination.
  • 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.
6.1.3. Commodity specific charges

Some 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. Long-term storage and charges for Abandoning a Shipment

The following charges are paid off-Platform even when the forwarder is not handling customs clearance.

  • Storage-related charges as outlined under the storage section in this document, when the total amount of paid storage days exceeds 5.
  • Costs related to the abandoning process shall be treated as off-Platform charges and will be invoiced directly by the Seller to the Shipper off of the Platform.

7. Disagreements on Charges Added

We encourage our Shippers 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 on

If for any reason the disagreement is not resolved between Shipper and Seller, the parties can submit a dispute case via the dispute form here in accordance with our dispute policy.

8. Shipper Promotions

8.1. Site Promotions offered to Shippers

In order to incentivize Shippers to use the Platform, or partner sites may offer site promotions (“Promotions”). Since any agreements for services are directly between Shippers and Sellers, the Promotion is not part of the freight service or contract and is a site Promotion given directly by or partner sites to a Shipper. In such cases, will fully discharge the amounts stipulated in the Promotions owed by a Shipper to the Seller. The Seller confirms that any payments made to the Seller by on the basis of a Promotion will be accepted as fulfilling the Shipper’s payment obligation.

8.2. Seller offers Promotions to Shippers

Sellers can offer Promotions to Shippers on The Promotions are visible on the results tile. On the checkout page, there will be a section for applied Promotions.

Shippers will see all the relevant Promotions fitting the criteria defined by the Sellers. If there are two matches for a Promotion, Shippers 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 does not assume any liability.

VII. 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 Shipper and the actual description of the goods or pickup times or other substantial discrepancies, Seller will be entitled to cancel the Shipment.
  • If the Shipper 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 Shipper if they feel they can not provide a problem-free experience.
  • If the Shipper is unresponsive to the Seller for 7 Business Days before the Shipment has commenced.

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 Shipper and the Seller will not receive payment for a Shipment. In such cases and in any case of lack of execution of a Shipment, the Shipper 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

  • Sellers must specify the acceptable reason for the cancellation, or whether the cancellation request is coming from the Shipper, 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, will notify the Shipper of the cancellation.

1.1. Abuse of cancellation policy

In order to maintain a fair and honest Platform, retains the right to remove Sellers or take any other necessary measures against Sellers that, at’s sole discretion, abuse this cancellation policy.

2. Shipper May Cancel a Shipment

Before a Booking has been sent to a logistics provider, a Shipper may cancel their Shipment on the Shipment page on

Afterward, a Shipper 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 Shipper 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 Terms of Service for Sellers, MSA, and other Policies, the Shipper will have the right to transfer the Shipment to another Seller and the Seller will have no claims arising from this cancelled Shipment.

3. May Cancel a Shipment may cancel any Shipment if it believes it not to be viable or due to non-compliance with policy. The Shipment will be cancelled when a breach of contract has occurred, including but not limited to:

  • If has reasonable cause to believe that Shipper or Seller will not perform their obligations per the contract.
  • If believes that the Shipper may not be legally eligible to purchase the freight services.

4. Incurred Charges on Cancelled Shipments

If a Shipment has incurred charges before being cancelled, the Shipper will be responsible for payment. All cancellation costs must be in line with actual fees incurred by the Seller. The Seller must provide proof of charges upon request.

Shipments with Guaranteed Capacity will incur a cancellation charge as per the Booking terms included with the Quote booked.

4.1. Notification of incurred charges

  • If a Seller cancels a Shipment, they must advise the Shipper of any incurred charges on the Shipment upon cancelling. The Seller must add any incurred charges to the Platform before they cancel the Shipment.
  • If a Shipment is cancelled by, 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 cancelled Shipments.

5. Lost and Damaged Cargo

If the entire cargo from a Shipment has been lost the Seller should cancel the Shipment on and add any incurred fees as cancellation costs on the Shipment page.

  • 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 or damaged.
  • The Seller must pass any refund or compensation for services to the Shipper as soon as it is received from the Carrier.
  • Once a Shipment is cancelled or damage has been confirmed, the Shipper should immediately reach out to their insurance agent since claims may not be accepted too long after cancellation as per the insurance agent’s terms and conditions.

If a Shipment has been partially lost or damaged, the Seller will provide the Shipper with all the required details and documentation so that the Shipper may follow up directly with their insurance agent, if any, to file a claim. The Seller shall advise the Shipper that the Shipment will be marked as delivered and to continue working on their claim with the insurance provider directly. The Shipper must submit an insurance claim as soon as possible within the amount of time prescribed by the Shipper’s insurance policy. The insurance coverage will not be applicable for abandoned Shipments and the insurance premium fee will remain.

Shippers are still liable for freight charges on Shipments lost or damaged by a carrier, as Sellers have already incurred costs on the Shipment at that point. Sellers will reimburse the Shipper for any amount of compensation towards freight costs provided by the carrier.

6. Abandoned Cargo

The Seller will be entitled to treat a Shipment as Abandoned Cargo if a Shipper is not responsive or cooperative in removing a Shipment from storage after 5 paid days of storage fees have been incurred and 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.
  • In a to-door Shipment, the consignee does not cooperate in customs clearance or otherwise prevents delivery efforts.

The Seller must notify the Shipper on Freightos messenger that the Shipment delivery cannot continue due to Shipper’s failure to make necessary arrangements or cooperate in customs clearance and is at risk of being abandoned by the first day of paid storage. The Seller must make all reasonable attempts to mitigate damages and reduce associated costs prior to treating a Shipment as Abandoned Cargo.

Abandoning the Shipment entails ceasing the handling of the Shipment if pending payments such as for duties, taxes, or warehousing have not been 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 policy, this will be used to offset the costs the Seller has incurred handling the Shipment for both off-Platform and on-Platform charges. Shippers are still liable for Freight charges on abandoned Shipments, as Sellers have already incurred costs on the Shipment at that point.

The Seller must handle abandonment costs, as well as long storage fees with the Shipper off-Platform.

VIII. Review of Sellers Sellers are industry-leading logistics service providers and other value-added service providers, like Customs Brokerage Service Providers and insurance providers, that have chosen to provide their services to customers directly via the online Platform.

1. Seller Profile Page creates a page for Sellers and Service Providers to share basic information with Shippers about their organization, services offered and reviews. This will be available for the Shipper and will include information on the Sellers and Service Providers appearing in the Shipper’s search results. is not obligated to publish all provided information, nor is responsible for validating the content of the Seller profile page. Sellers assume all responsibility for the content published.

2. Shipper Reviews will publish Shipper’s reviews of Seller services. These reviews are visible on Seller Quotes in search results and give Shippers 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 takes no responsibility and assumes no liability for reviews posted by Shippers.

  • Shippers 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.
  • will change reviews upon receiving a request directly from the Shipper.
  • Sellers may send us a comment to display on the Shipper review.
  • reserves the right to publish and share metrics about Seller’s performance collected through the use of, such as response times or on-time deliveries. These may be published in the Reviews sections and on Seller’s profile page or elsewhere.
  • Shipper reviews should reflect the Freight service they have received from their Seller. Third-parties offering customs brokerage and insurance services should not be part of the seller review.
  • reserves the right to remove or adjust reviews not in accordance with our policy or not relevant to the Seller’s service.
  • Sellers may extend an offer to a Shipper to encourage them to leave a review, but this may not be contingent on giving a review with a specific review comment or score.

IX.Shipment Liability

1. Duty of Care and Liability

  1. The Seller will execute the Shipment and provide the Freight Forwarding Services with all due care, skill, prudence, and diligence and implementing the best practices accepted in the freight forwarding industry. The Seller shall apply industry best practices while executing a Shipment and performing the Freight Forwarding Services and shall always act in a commercially reasonable manner. Seller’s staff and subcontractors will have suitable qualifications, experience and training. Seller shall comply with all applicable laws and regulations at all points along the route.
  2. The Seller is liable if it fails to exercise due diligence and take reasonable measures in the performance of the Freight Forwarding Services, in which case Seller, subject to the Liability and Exclusions Section, shall compensate the Shipper for loss of or damage to the Goods as well as for direct loss resulting from breach of Seller’s duty of care.
  3. It is Shipper’s responsibility to provide Seller in an accurate and timely manner with all information and documentation necessary for the execution of the Shipment and to respond in a timely manner to any further requests for information or documentation from the Seller, including declaring any device or material that may be considered dangerous goods on the relevant mode of carriage.
  4. Upon Booking a Shipment for a Quote based on the data and criteria entered by Shipper into the Freightos Platform, the Shipper shall be deemed to have warranted to the Seller the accuracy, at the time the Goods were consigned to the Seller, of all particulars relating to the general nature of the Goods, their marks, number, weight, volume and quantity and, if applicable, to the dangerous character of the Goods.

2. Sellers Legal Obligations

Seller warrants that it is duly incorporated and holds all necessary licenses and has fulfilled all regulations necessary for performance of the Freight Forwarding Services.

Seller agrees to comply with all applicable anti-bribery, anti-money laundering, anti-corruption, anti-terrorism and human rights laws (including but not limited to the no-child-labor, compliance with minimum wages and no discrimination) and related international treaties and will institute and maintain policies and procedures designed to promote and achieve compliance with such laws and treaties. The Seller further will not, and will ensure that its affiliates, subsidiaries and sub-contractors will not, engage in activities prohibited under any anti-bribery, anti-money laundering, anti-corruption, anti-terrorism and human rights laws and related international treaties and treaties applicable to persons in relevant jurisdictions in which it does business.

3. Force Majeure

If at any time Seller’s performance is or is likely to be affected by any hindrance or risk of any kind not arising from any fault or neglect of the Seller and beyond the control of the Seller (a “Force Majeure Event”) and which cannot be avoided by the exercise of reasonable endeavor, the Seller may be excused from performance only to the extent made necessary by the Force Majeure Event and only for the duration of the Force Majeure Event, at no liability to Seller or Shipper. 

A party affected by a Force Majeure Event shall notify the other party as soon as possible, and the parties shall work together in good faith to find alternative solutions for continuation of the Shipment.

Should the Force Majeure Event persist for or exceed 30 consecutive days the Shipper shall have the right to cancel the Shipment with no liability to Seller, other than payment incurred for services rendered prior to the Force Majeure Event. Seller shall use reasonable commercial steps to cooperate with Shipper in securing the Shipment and shall assist in its handover to Shipper or its designated representative required for the same.

4. Liability and Exclusions

The Seller shall in no event be liable for:

  • Goods that are included in the List of Excluded Goods and Goods for Online Quotes that were not declared to the Seller at the time of Booking the Shipment.
  • Loss following delays which are out of the Seller’s controls and occur despite the Seller making all reasonable efforts to avoid and remedy delays.
  • Indirect or consequential loss such as, but not limited to, loss of profit and loss of market.
  • Loss of or damage to the Goods due to inherent defect of the Goods.
  • Acts or omissions or misrepresentations of Shipper, its agents, or any third party that the Shipper employs and improper packing or marking of Goods.

Seller’s liability in connection with the transport of goods shall at all times be limited by applicable conventions and laws, including but not limited to: (i) for road carriage in mainland European Union, in accordance with the CMR Convention, (ii) for road carriage in the United Kingdom, in accordance with the RHA, (iii) for road carriage in the United States, in accordance with Title  49 of the Code of Federal Regulations and the Carrier’s posted liability per freight class, (iv) for rail transportation, the International Convention on Carriage of Goods by Rail – CIM (v) for sea carriage not involving the United States as origin, destination or a stopping place, in accordance with the Hague-Visby Rules, (vi) for sea carriage involving the United States as origin, destination or a stopping place, the U.S. Carriage of Goods by Sea Act, and (vii) for air carriage in accordance with the Montreal Convention. Such liability limits shall apply irrespective of whether such international conventions apply mandatorily or not and irrespective of whether the transportation is international or domestic. All other liability shall be determined according to local law and custom.

When the mode of transport during which an incident took place cannot be determined, or when the loss or damage of goods derived from services other than transportation, or when for any reason that limitations of the preceding paragraph are not applicable, the Seller’s liability shall be limited to 8.33 SDR/kg, or 0.50 USD/lb for within the US, of gross weight lost or damaged.

5. General Lien

The Seller shall, to the extent permitted by the applicable law, have a general lien on the Goods and any documents relating thereto for any amount due at any time to the Seller from the Shipper or to for the account of Seller, including storage fees and the cost of recovering same, and may enforce such lien in any reasonable manner which Seller may think fit, provided that Shipper has been notified that payments are overdue and given time to rectify.

X. Non-Circumvention invests significant efforts and resources into finding Shipper and Sellers. When introduces a Shipper and a Seller, they must transact exclusively through for 24 months following the first transaction (with an exemption if the Seller had sold directly to the Shipper in the previous 6 months prior to their first transaction on, 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 Shipper and Seller during this non-circumvention period will be deemed to have taken place through with respect to Seller and Shipper Fees. Any Shipper that approaches a Seller during the non-circumvention period should be redirected back to to place the Booking.

This section overrides the MSA.

Appendix A: Service Level Agreements (SLA) for the Customs Process

Sellers acting as Customs Brokerage Service Providers will uphold the below SLA’s for managing customs for Shipments where indicated. will be responsible for upholding all other SLA’s including where indicated for, the Seller, and the Shipper.

Process NodePartyActionException Handling
Placing a booking with customs brokerage Shipper– Completes customs POA and all other booking requirements.– Shipper to provide the required information for classifying their goods and calculating their duties fees.– If the Shipper has a Continuous Bond, they need to communicate it to the Customs Brokerage Service ProviderThe Shipment will be cancelled if the booking requirements are not completed within 7 calendar days from placing the booking.
Booking– Verifies Shipment once POA and all other booking requirements are completed.
– Notifies logistics Seller and Customs Brokerage Service Provider of Booking.
POA and documentation reviewed and Importer Of Record is activated.Customs Brokerage Service ProviderCustoms Brokerage Service Provider marks Shipment as IOR verified.– Customs Brokerage Service Provider will contact Shipper for any issues with the POA or other information Shipper provides.
– Customs Brokerage Service Provider will ask Seller to place the Shipment on-hold within 3 calendar days of Shipment verification if the Importer of Record is not activated due to missing information required from the Shipper.
Customs Bond Requested and processedCustoms Brokerage Service Provider– Send a bond form to the Shipper to complete if needed within one Business Day from receiving the Booking.
– Verify the correct bond is in order.
– If the Shipper did not request a bond in his Booking but requires one, the Customs Brokerage Service Provider will align with them and process the bond as needed.
– Late single-entry bond requests may require that a continuous entry bond is purchased if advised by the Customs Brokerage Service Provider.
ShipperThe Shipper to complete the customs bond form and send it back within one Business Day from receiving it.If the Shipper did not send the form back before Shipment pickup, a single entry bond will be purchased to complete the ISF filing to avoid a $5,000 fine from Customs that might result from late ISF filing.
Initiating ShipmentSellerBooks with the carrier and executes the Shipment once the IOR is verified.Sellers should not initiate a Shipment until IOR is completed. Booking may be cancelled if follow-up is not received from Shipper.
Commodity ClassificationCustoms Brokerage Service Provider– Customs Brokerage Service Provider classifies the commodity according to information provided by the Shipper when booking.
– If the Shipper didn’t provide accurate or complete information to classify their goods, the Customs Brokerage Service Provider will handle the service of classification.
– Customs Brokerage Service Provider will notify the Shipper with the duties classification to be used and the duties rate that will apply.
– Although the Shipper must advise how their commodity should be classified, it is ultimately up to the Customs Brokerage Service Provider to classify in accordance with their own guidelines.
– Shipper to reach out to the Customs Brokerage Service Provider if they have any questions about the duties classification used.
– The Shipper may continue to follow up on the classifications used even after entry has been filed, however, the Shipper must pay duties according to the code used by the time of Entry.
ISF 10+2 and MBOL/MAWB/ UploadSeller– Seller upload ISF form and MBOL/MAWB to up to 2 days before departure.
– Seller ensures to provide any missing information when requested.
Seller liable for any charges caused by delays in providing accurate documentation required for ISF (ISF sheet and BOL). 
ISF 10+2 FilingCustoms Brokerage Service ProviderFile the ISF within 24 hours of receiving the ISF document.– The Customs Brokerage Service Provider to notify the Seller and or the Shipper of any ISF hold and what is needed to resolve it.
– The Customs Brokerage Service Provider is liable for any charges caused by delays in ISF.
Upload ANSellerSeller uploads the arrival notice required for entry following the below timeline:
– Ocean – 5 calendar days before ETA.- Air – 1 calendar day before ETA.
– Seller liable for any charges caused by delays in providing the documents or delays due to providing incorrect information.
– If the delays in providing the documents were beyond the Seller’s control, for example, the carrier or the Shipper is not providing the needed info, the Shipper will be liable for any charges incurred.
Duties and tax cost sent to before filing entryCustoms Brokerage Service ProviderTo send final charges before filing entry.– The Shipper may reach out to the Customs Brokerage Service Provider if they think the duties amount passed is incorrect.
– If the Shipper reached out after 5 days from the entry submission, the Shipper shall make full payment and can continue working with the Customs Brokerage Service Provider on any adjustment if applicable
Duties and taxes paymentShipperShipper must make full payment before Shipment is cleared.Shipper is liable for storage fees incurred due to not making the payment charges prior to customs release.
EntryCustoms Brokerage Service ProviderShipment cleared from customs before Shipment arrivesIf the Shipment is not cleared due to delays from one party, that party will be responsible for incurred charges.
Customs Hold/ExamCustoms Brokerage Service Provider– Customs Brokerage Service Provider will notify the Seller and the Shipper once a Shipment is assigned for customs hold or exam and maintain proactive updates until its released.
– Customs Brokerage Service Provider is responsible for all the customs exam-related arrangements including transportation to the exam facility, releasing the Shipment from the customs hold, and having it ready for final delivery.
Shipper is liable for additional charges associated with the customs hold/exam process.
Shipment clearedCustoms Brokerage Service ProviderCustoms Brokerage Service Provider will update the Seller and the Shipper via that the Shipment has cleared customs.
Additional charges sent to – Finalizing the ShipmentCustoms Brokerage Service ProviderNo longer than 14 days after the Shipment has been delivered unless outlined in Freightos SOP section V 6. such as exam fees, additional bond and clearance charges including duties.Shipper must make full payment before the Shipment is completed.
Storage FeesSeller / Customs Brokerage Service ProviderSeller to handle storage fees as outlined in storage section above.The Seller may hold the delivery or abandon the Shipment if storage charges are not settled after 5 days of paid storage.
CancellationCustoms Brokerage Service ProviderNotification of cancellation within 1 Business Day of receiving Booking.
SellerNotification of cancellation required before vessel departure.
ShipperNotification of cancellation is required before vessel departure.
CommunicationsCustoms Brokerage Service ProviderCustoms Brokerage Service Provider must respond to Shipper’s inquiries through their chat within 1 Business Day.Customs Brokerage Service Provider is liable for any charges caused due to lack of communications.
ShipperShipper must contact the Customs Brokerage Service Provider only through their chat through their platform. The Shipper must respond to the customs broker inquiries within 1 Business Day through their chat.Shipper is liable for any charges caused due to lack of communication or delays in providing missing information required.
Seller– Seller must respond to the Customs Brokerage Service Provider’s inquiries required for Shipment clearance within 1 Business Day through email. Seller may reach out to Clearit at [email protected] if additional customs information is required.
– If the Shipper reaches out to the Seller for customs updates, Seller shall direct them to contact Clearit through their chat.
Seller is liable for any charges caused due to lack of communication. Dispute Policy

1. Definition

Disagreements can arise between the Shipper and the Seller during the Shipment lifecycle and after Shipment closure. We encourage our Shippers 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 Shipper and Seller, either party may open a dispute on, and request from Freightos to adjudicate on the matter.

1.1. Shippers and Sellers can submit a dispute case via the dispute form here.

By Booking through Freightos you have agreed to accept the Terms and Conditions for Shippers 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 Standard Operating Procedure and the Sellers Terms and Conditions.

  • A Shipper contesting additional charges:
    • Where the Shipper is contesting the validity of the additional charges.
    • Where the Shipper is contesting proper communication of the additional charges.
  • A Shipper claiming non delivery.
  • A Shipper claiming a service was not provided.
  • A Shipper contesting additional charges incurred due to Seller error.
  • A Shipper claiming an error in classification for duties.

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:

  • For the value of lost and damaged goods and the associated freight costs (in these cases Shippers should contact the insurance agent).
  • For consequential and/or indirect damages (impact to Shipper’s business, etc).
  • For Freightos’ Platform Fee, Disbursement Fee when required, and Convenience Fees for credit or debit card payments.

1.4. Duty Classification

In the case of a dispute over duty classification or duties amount:

1.4.1. If customs clearance has not yet been filed by a Customs Brokerage Service Provider, the Shipper will align directly with their Customs Brokerage Service Provider.

1.4.2. If customs clearance has already been filed by a Customs Brokerage Service Provider, the Shipper will align with the Customs Brokerage Service Provider within 5 days from when the Shipment is reflected in as customs cleared. After this period, a dispute can be only opened with the relevant government authorities once full duties payment has been made. The Shipper will then be refunded any determined amount if and once it’s accepted by the customs authority

1.5. Maximums

All disputes will be limited to a maximum of the freight cost for the Shipment shown on

1.6. Special circumstances

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. opening a dispute

Freightos reserves the right to open a dispute on any Shipments we deem necessary as part of an audit even if the Shipper has not initiated a dispute. These disputes will be processed similarly to Shipper initiated disputes.

1.8. Payment or transaction dispute

Filing a payment or transaction dispute or reversing your payment through your payment provider, credit or debit 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 Shipper’s account in this case.

In the case of a Shipper reversing payment for customs duties and taxes, the Customs Brokerage Service Provider is entitled to cancel their duties payment made to the customs authority on behalf of the Shipper when applicable.

1.9. Dispute Times

Shippers may submit a dispute within 180 days of the Shipment’s delivery. Freightos reserves the right to open a dispute on behalf of the Shipper even after this time if there are extenuating circumstances.

2. Dispute Process

2.1. Dispute case submitted

Once a dispute case is submitted, both Shipper and Seller will be provided with the opportunity to support their claims with documented evidence. The Team will reach out to both sides to manage the dispute resolution process.

The Team will mark the disputed Shipment as disputed in the system, this will stop collection from the Shipper as well as payout to the Seller until the dispute case is resolved.

2.2. Shipper documentation

The Shipper is responsible to provide the following documentation to support the disputed claim as needed according to the nature of the dispute:

  • Photographs
  • Packing list
  • Commercial invoice
  • Any relevant additional information and/or documents

2.3. reaching out to Seller

After the Team receives a dispute claim from a Shipper, the team will reach out to the Seller and notify the Seller about the received dispute claim specifying:

  • Shipment number
  • Shipper name
  • Shipper contact details
  • Shipper’s claim
  • Disputed amount
  • Relevant additional information & documentation

2.4. Seller documentation

In response to the notification the Seller is responsible to provide to the Team all the following documentation according to a template provided by to prove the validity of the disputed amount:

  • Freightos messenger communication about the charges to the Shipper
  • Shipper acceptance of the charges as required by the Standard Operating Procedure
  • Photographs, invoices, and any other supporting information and documentation of the charge(s) in question

2.5. Responding to

The Team’s inquiries should be responded to within a maximum of 10 calendar days. If the Team does not receive responses from either the Seller or from the Shipper within this timeframe, the Team reserves the right to decide in favor of the other party.

2.6. Dispute summary by

Once all evidence is received, the Team will review the documentation provided by both parties and make a decision about the dispute. A dispute summary will be created by the 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. Outcome of dispute

The Team will notify the Shipper 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. Decision is final and binding

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.

3. Law and Jurisdiction

Any disputes other than those covered under the Freightos Dispute Policy shall be exclusively interpreted, construed and governed in accordance with the laws of England including all matters of construction, validity and performance. Any dispute arising out of or in connection with these Terms and Conditions shall be exclusively resolved by the appropriate courts of justice located in London (however if Shipper and Seller are both incorporated in the same country, which is not England, then the courts of their country’s capital shall have jurisdiction instead).

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