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.

Last updated: January 6, 2022

Table of Contents:

I. Introduction

II. Shipment Execution

  1. Buyer Books a Shipment
  2. Processes the Booking
  3. Seller Reviews the Shipment Details
  4. Seller Coordinates the Shipment Execution
  5. Buyer and Seller Communicate throughout the Shipment
  6. The Shipment is Delivered at Destination
  7. Seller Finalizes All Shipment Adjustments

III. Insurance

  1. Buyer purchases insurance on
  2. Buyer can opt out of insurance on

IV. Customs Brokerage

  1. Primary Responsibilities of Customs Brokerage Seller

V. Shipment Pricing

  1. Quotes on
  2. Charges Included in the Quote
  3. What charges are not included in the initial Seller Quote
  4. Additional services or changes that may occur during the shipment lifecycle
  5. Notification of charges being added
  6. Charges between Buyer and Seller
  7. Disagreement on Charges Added
  8. Buyer promotions

VI Shipment Cancellations

  1. Seller May Cancel a Shipment under specific circumstances
  2. Buyer May Cancel a Shipment
  3. May Cancel a Shipment
  4. Incurred charges on canceled shipments
  5. Lost Cargo
  6. Abandoned Cargo

VII. Review of Sellers

  1. Seller Profile Page
  2. Buyer Reviews

VIII. Non-circumvention

Appendix A: Definitions

Appendix B: Service Level Agreements for the Customs Process Dispute Policy

  1. Definition
  2. Dispute Process

I. Introduction

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

Once a Buyer books a shipment on, they have entered into a direct agreement for a freight service with the chosen Seller(s). The contract, outlined in the Sellers Terms and Conditions, is between Buyers 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 Buyers 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 Buyer enters into separate contracts with each Seller included in their selected Quote, for the specific services that the Seller is providing. Each Seller is responsible for executing their contracted service as well as providing the Buyer with direct communication as required.

We help you 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 Buyers 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, Buyers will know what is included in their Quote, what is not, and what additional services may come up during the lifecycle of the shipment as per the Pricing policies in this document. All Sellers working through the platform abide by the same rules determining which costs must be included upfront. This includes the Sellers’ agents and subcontractors and their services, not just the services that are being provided directly by the Sellers. Buyers and Sellers can contact us with any questions and feedback is welcome.

II. Shipment Execution

1. Buyer Books a Shipment

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

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

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

For international shipments, the Buyer 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 Buyer has not shipped to before, the Buyer 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 Buyer. checks all Buyers against the OFAC (Office of Foreign Assets Control) list. Buyers’ information is checked as part of the post-Booking checklist feature of where Buyer details (name, company name), as well as the consignor and consignee details (name, address), are checked against the OFAC list to ensure that no sanctioned individual places a shipment with our Sellers.

After has done this preliminary review and confirms payment and other Booking requirements for the shipment from the Buyer, the system will update the shipment to “Booking sent to logistics provider”. This will trigger an API and email alert to the Seller informing of the shipment details and asking to contact the consignor to schedule pick-up. This communication and the shipment page will serve as the main reference for the Booking details. may also cancel a shipment before passing it to a Seller if the Buyer does not pass the review above and otherwise as per the policies in this document.

3. Seller Reviews the Shipment Details

The Seller’s review is based on the shipment verification notification sent by and the information available on the shipment page. and the Buyer 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 Buyer messages to ensure there is no miscommunication regarding the terms of the shipment.

The Logistics Seller must perform their initial Booking review and reach out to the Buyer 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 Buyer before proceeding. The Seller shall make best efforts to inform the Buyer 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 Buyer on behalf of the Seller or for verifying that the documentation is sufficient for completion of the shipment.

3.1. What Buyers can ship via 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 Buyer 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 Buyer requests to move a shipment under different master bills or with different departure times, they must book a second shipment for the cargo being moved at a later time or under a separate bill. Failure to do so may result in issues with shipment tracking, execution, insurance coverage, and customs brokerage.

In some cases, a Seller may be able to facilitate additional pick-up and delivery requests for additional charges. Buyers can align with their Logistics Sellers for these services after a Booking has been made. Changes to Third-Party Sellers services such as for insurance, must be aligned on separately.

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

Buyers can ship general cargo boxed, palletized, or containerized on As part of the checkout process, Buyers will be prompted to input a shipment commodity description and upload the commercial invoice.

If a Seller determines that the Booking does not fit the criteria above, the Seller may advise on implications that will apply, including cost adjustments or shipment 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 Buyer has booked. Differences from the Booking dimensions may also be on the Buyer’s documents and need to be reviewed.

Additionally, the goods ready date may be changed by the consignor, or pushed back by the Seller due to availability with the carrier.

For any delays or charge adjustments the Seller can ascertain before receiving goods, the Seller must notify the Buyer, and receive approval for any adjusted charges.

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

Once the pick-up 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 Buyer. 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 broker has not completed IOR verification, when customs brokerage is booked with a Third-Party Seller on
  • The Seller is awaiting shipment clarification from the Buyer or consignor.
  • The Seller is unable to book transport due to space availability.
  • The Seller is awaiting confirmation from the Buyer 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. Buyer responsibilities until goods are received

If a Buyer has booked a shipment with a port as the origin, then the Buyer 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 pick-up 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 pick-up, the Buyer 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 pick-up. Trucking agents may also accept the shipment given to them by the consignor, even if it does not correspond to the Buyer’s exact Booking. The Buyer is responsible for any costs incurred due to consigning a shipment to the wrong trucking agent.

5. Buyer and Seller Communicate Throughout the Shipment

5.1. Shipment communication helps to facilitate direct communication between Buyers and Sellers. Once a shipment has been booked and received by the Seller, Freightos Messenger enables Buyers and 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 Buyer and Sellers platforms for easy retrieval.

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

If a Buyer becomes aware of any changes regarding the shipment (e.g., delivery address change, new point of contact to receive cargo, load change, new commercial invoice or packing list, etc.), the change must be immediately communicated to the Seller via Freightos Messenger. Any updated documents, such as a new commercial invoice, are also the responsibility of Buyers to provide to Sellers.

Sellers will in turn update a Buyer with any resulting adjustments (additional charges or refunds) to the shipment or shipment cost as per the section below on Notification of charges being added.

5.2. Seller provides Track & Trace information

To ensure Buyer satisfaction, Sellers must promptly communicate shipment milestones via API integration or manual updates on our platform.

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 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 Buyer must provide their destination agent’s details to their customs broker to receive their Delivery Order.

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

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

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 Buyer approval.

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

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 Buyer 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 Buyer has made payment. The Buyer 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 Buyer.
  • 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 Buyer and Seller may agree to change the shipment destination to the arrival port or the Seller’s warehouse after it has commenced. The Buyer 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 broker are unable to estimate how long the shipment will be detained.
  • The Buyer 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 Buyer may request that the Seller return the shipment to its origin or an alternate location. The Seller will advise the Buyer of the additional costs incurred.

For Express shipments, the carrier may decide to return the shipment to the Buyer or the consignor. The carrier may attempt to contact the consignee directly without informing the Seller. The Buyer 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 Buyer’s own cost of delivery if failure is due to their own errors.

III. Insurance

1. Buyer Purchases Insurance on

A Buyer 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 Buyer.

If the Buyer makes changes to their initial Booking, their insurance coverage may be affected. It is the Buyer’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 Buyer must submit an insurance claim as soon as possible within the amount of time prescribed by the Buyer’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 have a deductible, which is the amount that Buyers must pay before the insurer will pay any claim amount.

Insurance or cargo protection pricing includes:

  • Premium calculation, e.g., Insurance premium (price) as % of the value of goods in addition to the initial Freight cost.
  • Minimum insurance premium (price).
  • Maximum deductible of USD $0 for insured values below $5,000 USD. Maximum deductible of 10% of the insured value when the insured value is over $5,000 USD. If an insurance claim is submitted for a shipment, the deductible amount will be subtracted from the approved claims value upon payment to the Buyer. If the deductible is equal to or greater than the approved claim value, no payment will be made on the claim.

The insurance provider must provide a copy of the insurance policy and Booking to the Buyer. 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 Buyer 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. Buyer Can Opt-Out of Insurance on

  • Insurance can be purchased by the Buyer 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 Buyer assumes full responsibility for any damages or loss of cargo.
  • strongly recommends that Buyers add insurance to all Quotes so that their shipment is covered in case of potential loss or damage. If a Buyer decides not to purchase insurance, they will be responsible directly for any potential damages or losses to the shipment.

IV. Customs Brokerage

1. Customs Clearance Required

All international shipments require customs clearance. U.S.-bound imports also require Buyers to hold a valid customs bond. Buyers may request import customs brokerage services when Booking.

Bookings including customs brokerage on create direct contracts between the Buyer and the Customs Brokerage Service Provider.

  • When Booking an online Quote, these services may be purchased directly through a Third-Party Seller separately from the Logistics Seller.
    • When a Third-Party Seller is acting as the customs broker, and the broker will share Buyer information as directed under U.S. Customs and Border Protection (CBP) regulation 19 C.F.R. § 111.24 with one another for the purpose of providing the services for that shipment only.
  • Logistic Sellers may offer their own custom clearance services on Custom Quotes that they issue.
  • If a Buyer does not select the customs brokerage additional service then they assume full responsibility for clearing customs.
  • Buyers adding customs clearance to their Quote will be asked to fill in a Power of Attorney (POA) form for air and ocean shipments. The POA is a legal document granting the customs broker the authority to handle the customs clearance process for you. is not a direct party to the customs clearance process.
  • Whichever modality Sellers operate, all Sellers must provide all information relevant in advance so that the appropriate party can proceed with the clearing of the goods including but not limited to ISF Filing. Any delays and/or fines due to lack of Seller documentation will be at Seller’s expense.
  • For Express shipments, customs brokerage is executed by the carrier and not the Seller. For customs brokerage alignment, the Buyer may need to contact the carrier directly.
  • In some countries, businesses involved in commercial activities may be entitled to recover sales and value-added taxes imposed during the customs process. If a Seller is executing a consolidated shipment, they may clear multiple shipments under a single entry. This may prevent a Buyer from being able to recover taxes imposed. If a Buyer is counting on receiving their tax benefits, they must ensure they select a broker who will clear their shipment in a way that can facilitate this.

2. Primary Responsibilities of a Customs Brokerage Service Provider

Once a Buyer has selected and booked Customs Brokerage services through the platform will notify the customs broker of the Booking. and the Buyer 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 broker will keep all parties updated with the customs clearance status on

The customs broker is solely responsible for checking that they are holding the POA at the time of performing customs brokerage and that the POA is filled in correctly.

If a Buyer advises that they already have a customs bond in their Booking but they do not have a valid bond, the customs broker will align with them and process the bond as needed when reviewing the POA.

The customs broker must inform the Buyer of all reporting requirements in the respective origin or destination country of the specific shipment.

The customs broker will provide the rates of all primary brokerage fees, as well as accessorial/handling charges including but not limited to government inspection charges and additional charges for shipments with above 5 HS codes. Pricing provided at the time of Booking must be honored.

The customs broker will be responsible to fully represent the Buyer for the brokerage services contracted with them and complete all booked services.

The customs broker will be responsible to ensure and monitor their performance in terms of proper execution and customer satisfaction.

Sellers must provide a copy of the customs bond when purchased as part of the shipment to the Buyer.

V. Shipment Pricing

1. Quotes on

On, Buyers input their full shipment details to receive a Quote including: origin, destination, load details (weight, dimensions), customs clearance preferences, insurance services, and shipment value.

After the Booking is made, if additional services are required beyond the criteria in the search, or if the actual shipment information (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 Buyers.

1.1. Online Quotes

Once the Buyer submits their search, they will be directed to a page displaying available published Quotes fitting their criteria. Once they book a selected Quote, the Seller will be provided with the Booking details based on the search criteria.

1.2. Custom Quotes

If automatic results are not retrieved on a search, a Buyer may be prompted to request a Custom Quote. Custom Quote requests are accepted based on geographic scope and other service criteria by Sellers.

The online request form is initiated according to the search criteria submitted by the Buyer. Buyers are asked to fill out additional required fields to complete the request. Once the Buyer’s request is submitted, 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 User by or a Seller.

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 Buyers do not request these services in their search, they will not be included in the initial Quote. If a Quote is available but a specific service is not available (i.e. port charges, insurance, or customs clearance), this exclusion will be indicated on the search result.

  • Main freight 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
    Fuel Surcharges, BAF, X-Ray / Screening Fees.
  • All loading, handling, and facility moving charges required according to the agreed transportation terms with the supplier or the customer
    Handling charges, Container Freight Station costs, Airport Transfer Fees, Origin/Destination Charges.
  • Pick-up, delivery, and associated charges
    Fuel, 2 Days of Chassis Fees, Pier Pass, Palletization for Delivery.
  • Accessorial services associated with pick-up and delivery
    Liftgate, Residential

    • Note that residential delivery is not available for FCL pricing on
  • Accessorial services associated with fulfillment center delivery
    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
    Buyers 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 Quote 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. Additional 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 Buyer 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 Buyer 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 Buyer’s country location. Buyers can change their default currency on
  • Rates can be submitted to by a Seller in any currency and will be converted to the Buyer’s currency at the time of quoting.
  • For Custom Quotes (see above), rates are submitted in USD exclusively.
  • In cases where there is a conversion rate, the conversion rate will be set as the middle rate known at the time of the generation of the Quote.

4. Additional Services or Changes That May Occur During the Shipment Lifecycle

4.1. Changes to the Booking

  • Weight, quantity and/or dimension adjustments
    • Container size adjustments (i.e. 20’ to 40’).
    • Change in the load count or any of its dimensions.
    • Change in shipment weight or volume.
    • If a Buyer books with total freight dimensions, overweight and oversize charges may not be reflected in the Quote and will need to be added after Booking.
  • Change in the shipment requirements
    • Change in the shipment Incoterm as agreed with the consignor. For example, a Seller and Buyer may agree and coordinate with a Buyer’s supplier to adjust a shipment originating at port to one that will be picked up from the supplier.
    • Changes to the pick-up/delivery address require adjustments that vary according to the nature of the change and the stage of the shipment when the changes are made.
    • Any value added services requested post-Booking, including but not limited to required palletization, appointment, warehousing and labeling services.
    • Special pick-ups and deliveries, like Drop Container, Trade Shows, White Glove services, auction house pick-ups, limited access pick-up 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.
    • 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.
  • Foreign Importer of Record and EORI set up related services.
  • Telex Releases, Blind shipments and other special documentation handling.
      • The Buyer is responsible for obtaining a Telex release from their Supplier and is liable for costs via the Seller if the Supplier does not fulfill their obligations.
  • Request for Customs Disbursement services from the Sellers typically have a fee associated with it.
  • Customs clearance services not offered in the Quote.
      • Express mode Quotes include customs clearance up to an amount determined by the destination country. If a shipment value exceeds this amount or an Importer of Record service is required, these will be added after the Booking.
  • Other reasons for added charges once a shipment has departed include events of Force Majeure beyond the control of the Sellers, like natural disasters, port strikes or civil unrest.
  • Pallet exchange fees are charged in the event that the consignee cannot provide standardized pallets to exchange with the delivery agent upon delivery.

4.2.2. Unsuccessful pick-up / delivery attempts

  • Time taken to load/unload a shipment. Waiting time is calculated by the trucking company contracted by the Sellers. An hourly cost for loading/waiting time is added once Sellers are notified of the service provided by the trucking company in charge of pick-up/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.

Country Warehouse/Business Delivery Fulfillment/Appointment Required Delivery
Minimum Free Hours included in Quote. Maximum Rate per Hour Minimum Free Hours included in Quote. Maximum Rate per Hour
GB 2 70 GBP 2 70 GBP
US 2 125 USD . 3 125 USD
CA 2 100 USD 3 100 USD
  • If the Seller has arranged an appointment to 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 pick-up or delivery attempt is cancelled by the supplier, Buyer’s warehouse, Amazon warehouses in case of FBA shipments, or port issues, the Seller will pass a “failed pick-up/delivery attempt” or “wasted journey” charge to the shipment which the Buyer 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 Buyer 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 Supplier at origin.
  • Failure to submit a Power of Attorney (POA) or correct details to the Seller performing Customs Brokerage, causing delays and unexpected Storage costs.

4.3. 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. Buyers must work closely with their customs broker 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 Buyer is responsible for storage charges caused by circumstances beyond their Seller’s control. The Buyer may dispute a storage charge with the seller or customs broker if it is an on-platform charge as per our Dispute Policy.
  • A Seller is responsible for notifying the Buyer that storage will be incurred 2 business days before a vessel arrives at port if the customs process has not been completed or if the Buyer has not yet provided other Freight related documentation or information necessary for completing the shipment.
  • A Seller is responsible for notifying the Buyer that storage or an Exam will be incurred within 1 business day of receiving notification for all other reasons.
  • Once the information is available, the Seller must advise 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 Buyer 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 Buyer off of the platform. will not be involved in coordinating off-platform charges or collecting payment for them.
  • A Seller may hold a shipment from delivery if off-platform charges were advised and not yet paid by the Buyer. Further storage costs may be incurred due to delays in payment.
  • A Seller must send an additional notification to the Buyer on the first day of Paid storage to inform them that it has begun. The Seller must make the Buyer aware of the possibility of the shipment being Abandoned in the communication.
  • If a Buyer 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 Buyer may be adjusted per the Buyer’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. Buyers will be able to open a dispute if this action is not performed.

Ocean freight GRIs are price adjustments posted by the shipping lines and can be implemented in full or partially. Whether these are partial or full price change implementations from the original carrier announcement depends on each company and is typically decided based on negotiations between the carrier and their customers. In the United States, carriers are required to publish the maximum expected GRI one month in advance. This amount will sometimes be reduced, but no GRI may exceed the publicly published updated rate.

Air freight rates may change if cargo does not meet the gate-in date. Air rates are volatile and will not remain in force after validity expires.

LTL and Express shipments may not incur price increases as long as the goods are received within the rate validity.

It is the Seller’s responsibility to use best efforts to move the shipment before rate validity expires.

4.4.2. Seller notifies Buyer of rate increase

  • If a shipment moves after the rate validity expires, Sellers must notify the Buyer via Freightos Messenger of any rate changes and get approval before executing the shipment. If no approval is received, the shipment should be 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 Buyer approval to move the shipment based on an expected GRI. The Seller will confirm the exact GRI amount once known via Freightos Messenger. Sellers will use their best judgement to move, hold, or cancel a shipment if the actual GRI differs from the expected GRI, after informing the Buyer, and if no reply has been received within 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 Buyer’s approval to proceed with a shipment. The Seller is required to prove that delays to the shipment are beyond their control by providing documentation from the carrier.

A Seller may offer the same service level with a different carrier or a different service to move the Freight, at an adjusted price. Buyers will have the option to cancel a shipment and decline these alternative services if they do not agree to the price adjustment.

For cases where delays incur off-platform storage charges, the Buyer will make payment. If the delay was caused by a Seller, the Buyer may dispute the charge 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 Buyer 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. Buyers must confirm they understand and accept the expected charge before the Seller moves the shipment within the affected season. Proof must be provided that the shipping line notified the Seller of the charge after the shipment had departed.
  • In all other cases, Peak Season Surcharges must be anticipated by the Seller and included in the original Quote. Adding the charge after Booking will not be permitted.

4.5. 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 Buyer’s approval for all charge adjustments before adding costs to the shipment.

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

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

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

  • All changes to the Booking communicated by the buyer before the shipment departs.
  • GRI’s and rate increases as detailed in the above section
  • Changes in shipment dimensions as advised by the consignor or documents previously submitted by the Buyer. Sellers are expected to verify shipment dimensions with the consignor before receiving the goods. Some changes to shipment dimensions may only be known and advised after departure and are mentioned below.
  • Any service the Seller may offer the Buyer during the life of the shipment to upgrade the Booking.

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

A Seller is expected to keep the Buyer’s shipment moving as smoothly as possible. If a charge is incurred during the life of the shipment beyond the Seller’s control, the Seller must notify the Buyer via Freightos Messenger to explain the charge before applying it on the platform. They will still be able to add charges to keep the shipment moving under the following conditions:

  • If they judge the delays and associated costs of waiting for Buyer confirmation will ultimately cause even higher costs for the Buyer.
  • If the Buyer is unresponsive to the Seller’s request for over 2 Business Days.
  • Changes in shipment dimensions for Express and LTL shipments.
  • Changes in shipment dimensions listed on the BOL/AWB known after the shipment is gated-in.
  • If the Buyer is notified of valid charges and rejects them during the life of the shipment, but the Seller is unable to avoid the charges before completing or cancelling the shipment.

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

6. Charges Between Buyer and Seller

Certain charges will be invoiced directly by the Seller to the Buyer off of the platform. Sellers must ensure that these charges are communicated as early as possible and prepare Buyers for potential charges. Buyers must pay these charges directly to the Seller to ensure they do not face issues with their shipment. 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 Buyer 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, Buyers pay for duties and taxes through These charges are applied off-platform when the Logistics Seller is also handling customs clearance. If a Buyer does not include customs brokerage in their Booking, they will coordinate payment with their own broker off-platform.

Duties and taxes will be handled off-platform with the Logistics Seller or their agent when included in the Buyer’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 broker will contact the Buyer to arrange payment of any customs duties to finalize the process of clearing the goods for entry.

6.1.2. Costs relating to Customs and Security Inspections, Customs regulations, or Other Government Agency (OGA) requirements, including:

  • More than 5 HS Classification Codes for the Customs Entry submission.
  • Tariff reclassification or other Government investigation costs.
  • All costs or penalties associated with a Customs Inspection, including, but not limited to: destuffing / stuffing containers, moving containers to the right facility, warehousing and storage, and returning the cargo back to the port/airport facility. The above fees may be passed from the carrier or customs office directly to the Sellers, who will charge it to the Buyer. Sellers are permitted to add a processing charge for arranging these services.
  • Shipments may also be subject to Customs Holds and Examinations and any related carrier charges. The supporting documentation for these charges may not be available from the carrier on a per shipment level as these are shared containers. Sellers will issue their own invoices when this is required.

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 Buyer off of the platform.

7. Disagreements on Charges Added

We encourage our Buyers and Sellers to resolve any disagreements between themselves using the Messenger application on the platform. During the process of resolving any disagreements, Sellers are requested to adjust any charges directly on

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

8. Buyer Promotions

8.1. Site Promotions offered to Buyers

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

8.2. Seller offers Promotions to Buyers

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

Buyers will see all the relevant Promotions fitting the criteria defined by the Sellers. If there are two matches for a Promotion, Buyers will see the best price (highest Promotion with lowest Quote).

Sellers may add different Promotions to Quotes on the basis of shipment mode, Quote value, or by specific origin and destination countries or ports. The Seller will set criteria such as the amount of the Promotion and if it applies to new and repeat shippers.

Sellers will be able to add and edit existing Promotions and will also be able to remove them at any time. Sellers are solely responsible for the Promotions being applied and does not assume any liability.

VI. Shipment Cancellations

1. Seller May Cancel a Shipment Under Specific Circumstances

Sellers may only cancel a shipment under the following circumstances:

  • When the Seller cannot physically execute the shipment because of Force Majeure. Please note that a change in market conditions or specific carrier availability is not a valid reason for shipment cancellation.
  • Should there be a material discrepancy between the details entered by Buyer and the actual description of the goods or pick-up times or other substantial discrepancies, Seller will be entitled to cancel the shipment.
  • If the Buyer fails to meet Seller’s internal legal compliance requirements, as documented for their internal reference by Seller. The Seller may also refuse to service a repeat Buyer if they feel they can not provide a problem-free experience.
  • If the Buyer is unresponsive to the Seller for 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 Buyer 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 Buyer will be entitled to transfer the shipment to a different Seller in addition to seeking remedies for the breach.

A Seller can cancel a shipment on the shipment page on

  • Sellers must specify the acceptable reason for the cancellation, or whether the cancellation request is coming from the Buyer, and include a written explanation and details, including whether there are any charges that remain to be paid and supporting documentation.
  • When a cancellation takes place in accordance with the SOP, will notify the Buyer 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. Buyer May Cancel a Shipment

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

Afterward, a Buyer may cancel a shipment by reaching out to their Seller directly on Freightos Messenger to cancel the shipment and inquire after any incurred costs.

Should the Buyer cancel a shipment after the Seller has already incurred costs, the Seller will be entitled to payment for commercially reasonable and documented costs.

If the Seller has not fulfilled all of Seller’s obligations under the Terms of Service for Sellers, MSA, and other Policies, the Buyer 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 Buyer or Seller will not perform their obligations per the contract.
  • If believes that the Buyer 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 Buyer 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 Buyer 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 Cargo

If a carrier confirms a shipment has been lost by the carrier, the Seller will advise to cancel the shipment.

  • The Seller may still collect for incurred costs on the shipment.
  • The Seller must provide proof from the carrier that the shipment has been lost.
  • The Seller must pass any refund or compensation for services to the Buyer as soon as it is received from the carrier.
  • Once a shipment is cancelled, the Buyer 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.

Buyers are still liable for Freight charges on shipments lost by a carrier, as Sellers have already incurred costs on the shipment at that point. Sellers will reimburse the Buyers 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 Buyer 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 Buyer on Freightos messenger that the shipment delivery cannot continue due to Buyer’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. Buyers are still liable for Freight charges on Abandoned shipments, as Sellers have already incurred costs on the shipment at that point.

VII. Review of Sellers Sellers are industry-leading logistics service providers and other value-added service providers, like customs brokers and insurance providers, that have chosen to provide their services to customers directly via the online platform.

1. Seller Profile Page creates a page for Sellers and Service Providers to share basic information with Buyers about their organization, services offered and reviews. This will be available for the Buyer and will include information on the Sellers and Service Providers appearing in the Buyer’s search results. 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. Buyer Reviews will publish Buyers’ reviews of Seller services. These reviews are visible on Seller Quotes and give Buyers additional information to help them select a Seller that provides good service. All reviews are solely the opinion and responsibility of the person posting the content and takes no responsibility and assumes no liability for reviews posted by Buyers.

  • Buyers may not leave multiple reviews for the same shipment. If a second review is submitted for a single shipment, it will be removed from the platform.
  • will remove review comments if they are deemed untrue, malicious, obscene, or libelous.
  • will change reviews upon receiving a request directly from the Buyer.
  • Sellers may send us a comment to display on the Buyer 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.
  • Buyer 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 reviews not in accordance with our policy or not relevant to the Seller’s service.
  • Sellers may extend an offer to a Buyer to encourage them to leave a review, but this may not be contingent on giving a review with a specific review comment or score.

VIII. Non-Circumvention invests significant efforts and resources into finding Buyers and Sellers. When introduces a Buyer 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 Buyer 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 Buyer and Seller during this non-circumvention period will be deemed to have taken place through with respect to Seller and Buyer Fees. Any Buyer 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: 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 accepting a Quote which establishes a contract for the freight services covered by that Quote.

Business Days: For this SOP a Business Day is Monday through Friday from 09.00 am through 06.00 pm EST, when US banks are open. When this SOP refers to a Seller or Service Providers’ Business Day these hours apply to the Seller or Service Providers’ place of business on days when banks in Seller or Service Providers’ country are open, and when this SOP refers to a Buyer’s Business Day these hours apply to the Buyer’s place of business when banks in Buyer’s Business Day are open.

Buyer: An entity that books freight services through

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

Custom Quote: A tailored price offering of a Seller to match your 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.

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

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

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

Payment Guarantee: The guarantee given by Freightos to cover the cost of any Booking and additional charges detailed in the Terms of Service for Sellers in the event that Buyer fails to make payment, all in accordance with the provisions of policy.

Quotes: An automated price offering of a Seller or Service Provider generated by software to match your chosen service criteria.

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

Seller: An entity that sells and provides freight services through Freightos.

  • 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.

Appendix B: Service Level Agreements 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 Buyer.

Process Node Logistics Seller Customs Brokerage Service Provider Buyer Exception Handling
Buyer books with customs brokerage Verifies shipment. Notifies Logistics Seller and customs broker of Booking.
Email is sent out to Buyer with POA.
Completes customs POA If a POA is incomplete, Clearit will ask Seller to place shipment on-hold within 72 hours of shipment verification.
POA accepted and Shipment created Customs Broker will contact Buyer for any issues with the POA or other information Buyer provides.
Broker marks shipment as IOR verified.
Completes customs requirements. Customs broker will ask Seller to place shipment on-hold within 3 calendar days of shipment verification if the IOR is not activated due to missing information required from the Buyer.
CEB/SEB Processed Send bond form to Buyer to complete. Verify correct bond is in order.
Process bond request.
Communicate if they have CEB to customs broker.
If not, complete the bond form sent by customs broker.
If Buyer did not request a bond in his Booking but requires one, the customs broker will align with them and process the bond as needed.
Late bond requests may require that a continuous entry bond is purchased if advised by the customs broker.
Initiating Shipment Books with 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 Buyer.
ISF – Upload 10+2 Uploads documents to 48 hours before Departure Seller liable for any charges caused by delays in providing documentation
File ISF and 10+2 Within 4 business hours of receiving 10+2 Customs broker liable for any charges
Upload MBOL/MAWB/AN Automated step. Upload to Clearit platform as soon as the Logistics  Seller uploads a document on Seller uploads documents necessary 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 Buyer is not providing the needed info, the Buyer will be liable for any charges incurred.

Duties and tax cost send to before filing entry To send final charges before filing entry. Buyer must make full payment before shipment is cleared.
Entry Shipment cleared from customs before shipment arrives If the shipment is not cleared in a timely manner due to delays from one party, that party will be responsible for incurred charges.
Shipment cleared – Send notification to all parties Automated process. Will be sent within 4 Business hours of the shipment cleared customs as advised by customs broker. Customs broker will update that shipment has cleared customs. Buyer must make full payment before shipment is completed.
Additional charges sent to – Finalizing the Shipment sends Buyer payment details after customs broker advises them. No longer than 14 days after the shipment has cleared customs. Such as exam fees, additional bond and clearance charges.
Cancellation Notification of cancellation required before vessel departure. Notification of cancellation required before vessel departure. Notification of cancellation within 1 Business Day of receiving Booking. Notification of cancellation required before vessel departure. Cancellation will not be accepted after these timeframes. Dispute Policy

1. Definition

Disagreements can arise between the Buyer and the Seller during the shipment lifecycle and after shipment closure. We encourage our Buyers and Sellers to efficiently resolve these disagreements between themselves using Freightos Messenger on the platform.

If for any reason the disagreement is not resolved between Buyer and Seller, either party may open a dispute on, and request from Freightos to adjudicate on the matter.

1.1. Buyers 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 Buyers and this Dispute Policy as the guiding policies for the dispute process. You will be asked to tick the acceptance button on the dispute form, however, please note that both parties are bound by this process. If you attempt to otherwise dispute payment, the counterparty may object to any other forum and Freightos will have no responsibility.

1.2. Freightos will manage disputes in the following cases:

The guidelines and criteria for shipment charges are governed by our Standard Operating Procedure and the Sellers Terms and Conditions.

  • A Buyer contesting additional charges:
    • Where the Buyer is contesting the validity of the additional charges.
    • Where the Buyer is contesting proper communication of the additional charges.
  • A Buyer claiming non delivery.
  • A Buyer claiming a service was not provided.
  • A Buyer contesting additional charges incurred due to Seller error.
  • A Buyer 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 (in these cases Buyer should contact the insurance agent).
  • For consequential and/or indirect damages (impact to Buyer’s business, etc).
  • For Freightos Platform Charges as outlined in the SOP including Freightos’ Platform Fee, Disbursement Fee when required, and Convenience Fees for credit or debit card payments.

1.4. Duty reclassification

In case of duty reclassification a dispute can only be opened with the relevant government authorities once full duties payment has been made.

1.5. Maximum

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 Buyer has not initiated a dispute. These disputes will be processed similarly to Buyer 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 Buyer’s account in this case.

1.9. Time limits

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

2. Dispute Process

2.1. Dispute case submitted

Once a dispute case is submitted, both Buyer 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 Buyer as well as payout to the Seller until the dispute case is resolved.

2.2. Buyer documentation

The Buyer 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 Buyer, the team will reach out to the Seller and notify the Seller about the received dispute claim specifying:

  • Shipment number
  • Buyer name
  • Buyer contact details
  • Buyer’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 Buyer
  • Buyer 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 Buyer 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 Buyer and the Seller of the outcome of the dispute process within 5 business days from the last evidence submission. The dispute summary document will be provided to both parties and the dispute will be closed. Any adjustments to billing will then be processed.

2.8. 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.