A benefit of booking on the Freightos.com platform is that there’s always someone to help if you need to ask questions or have problems during the booking and shipment process. To make things easy, here’s a breakdown of who you should contact depending on what part of the process your shipment is at.
Before you hit the book button, the customer success (CS) team can help with any questions or concerns. Contact them through the easy-to-use-chat or by email at success@freightos.com.
If the team can’t answer your question or query - for example, in cases related to customs - they’ll direct you to the best person to reach out to get the information you need.
After you’ve placed a booking, but before it’s been verified and moved to the forwarder for processing, the CS team can help with everything you need to know about completing the payment and shipping details.
Once the shipment has been released to the forwarder, they’ll become your main contact. They’re also in the best position to provide any updates about how the shipment is moving.
You can contact your freight forwarder through the chat box on your shipment page.
For escalations related to separate services such as customs and insurance, reach out to the provider of the service directly.
If you’re not sure how to do that, contact CS for help.
In the rare case that you’re in contact with one of your service providers and you’re still facing issues (technical issues or unresponsiveness), reach out to CS and they’ll help to move things along.
Should any financial escalations arise, we have a clear dispute process that you can follow (link to an article about disputes), and remember, you can always reach out to the CS team for additional support.