Help centre
Find answers to common questions about shipping, tracking, and duties.
Account & Escalation
Can I add new lanes or services?
Can I review or renegotiate rates?
How do I contact customer support?
How do I escalate an issue?
How do you measure performance?
What are your operating hours?
What is your service-level agreement (SLA)?
Who is my account manager?
# Who is My Account Manager?
If you're wondering who your account manager is at Click2Send, we're here to help! Your account manager is your dedicated point of contact for any questions or assistance you might need. Here's how you can find out who they are:
## How to Find Your Account Manager
To identify your account manager, please follow these simple steps:
1. **Contact Us Directly**:
- Give us a call at our customer support line. Our friendly team will be happy to connect you with your account manager.
2. **Provide Your Details**:
- When you call, have your account information ready. This includes your account number or registered email address. This helps us quickly verify your account and provide you with accurate information.
3. **Get Connected**:
- Once your details are verified, we'll let you know who your account manager is and how you can reach them directly.
## Why Contact Your Account Manager?
Your account manager is here to support you with:
- **Shipping Queries**: Get answers to any questions about your shipments.
- **Account Assistance**: Receive help with account settings or updates.
- **Service Information**: Learn more about our services and how they can benefit your business.
## Additional Support
If you have any further questions or need additional help, feel free to reach out to our customer support team. We're always here to ensure your experience with Click2Send is smooth and hassle-free.
Thank you for choosing Click2Send! We look forward to assisting you.
If you're wondering who your account manager is at Click2Send, we're here to help! Your account manager is your dedicated point of contact for any questions or assistance you might need. Here's how you can find out who they are:
## How to Find Your Account Manager
To identify your account manager, please follow these simple steps:
1. **Contact Us Directly**:
- Give us a call at our customer support line. Our friendly team will be happy to connect you with your account manager.
2. **Provide Your Details**:
- When you call, have your account information ready. This includes your account number or registered email address. This helps us quickly verify your account and provide you with accurate information.
3. **Get Connected**:
- Once your details are verified, we'll let you know who your account manager is and how you can reach them directly.
## Why Contact Your Account Manager?
Your account manager is here to support you with:
- **Shipping Queries**: Get answers to any questions about your shipments.
- **Account Assistance**: Receive help with account settings or updates.
- **Service Information**: Learn more about our services and how they can benefit your business.
## Additional Support
If you have any further questions or need additional help, feel free to reach out to our customer support team. We're always here to ensure your experience with Click2Send is smooth and hassle-free.
Thank you for choosing Click2Send! We look forward to assisting you.
Who owns this issue until it's resolved?
Billing & Invoicing
Can I get a copy of my invoice?
How do I dispute an invoice?
Why doesn't this invoice match my contract rates?
Booking & Labels
Are there size or weight limits?
How do I book a shipment?
How do I print a label?
My label won't scan – what do I do?
What packaging should I use?
Claims & Damage
How do I raise a claim?
How long will the investigation take?
My parcel is damaged – how do I report it?
My parcel is lost – what do I do?
What compensation am I entitled to?
Customs & Duties
Can you clear this shipment urgently?
How do I correct customs paperwork?
What customs documents are required?
What is DDP vs DDU?
What is the correct HS code?
Who is responsible for paying duties and taxes?
Why have I been charged duties and taxes?
Why is my shipment held in customs?
Integration & Technology
Are there system outages?
Can I access tracking data feeds?
Can I get reporting and performance dashboards?
How do I integrate via API / EDI?
Where can I find the API documentation?
Why is my integration failing?
Prohibited Items & Restrictions
Can I ship to PO boxes / lockers / PUDO points?
Do you support B2B / B2C shipments?
Do you support international shipping?
Do you support returns and reverse logistics?
What happens if the recipient isn't available?
What items are prohibited or restricted?
Returns & Collections
Can you arrange a collection?
How do I return a shipment?
Services & Rates
Can you expedite my shipment?
What are the cut-off times?
What are the transit times by service and country?
What does this surcharge mean?
What services do you offer?
Why is this shipment more expensive than expected?
Sustainability & Compliance
Are you compliant with customs and trade regulations?
Do you offer carbon or emissions reporting?
# Carbon and Emissions Reporting with Click2Send
At Click2Send, we are committed to helping you understand and manage the environmental impact of your shipments. We offer a comprehensive carbon and emissions reporting service to provide insights into the carbon footprint of your deliveries.
## How to Request a Carbon Report
To request a carbon report, simply follow these steps:
1. **Contact Your Account Manager**: Reach out to your dedicated account manager via email.
2. **Request the Report**: Clearly state that you would like to receive a carbon and emissions report for your shipments.
3. **Provide Necessary Details**: Include any specific details or timeframes you want the report to cover, if applicable.
## What to Expect
- **Detailed Insights**: The report will offer detailed insights into the emissions generated by your shipments.
- **Actionable Data**: Use this information to make informed decisions about reducing your carbon footprint.
- **Support and Guidance**: Your account manager can provide additional guidance on interpreting the report and suggest ways to minimize environmental impact.
## Why Carbon Reporting Matters
Understanding your carbon emissions is crucial for:
- **Sustainability Goals**: Aligning with your company's sustainability objectives.
- **Environmental Responsibility**: Taking proactive steps to reduce your environmental impact.
- **Customer Transparency**: Demonstrating your commitment to sustainability to your customers.
If you have any questions or need further assistance, please don't hesitate to contact your account manager. We're here to support your journey towards more sustainable shipping practices.
At Click2Send, we are committed to helping you understand and manage the environmental impact of your shipments. We offer a comprehensive carbon and emissions reporting service to provide insights into the carbon footprint of your deliveries.
## How to Request a Carbon Report
To request a carbon report, simply follow these steps:
1. **Contact Your Account Manager**: Reach out to your dedicated account manager via email.
2. **Request the Report**: Clearly state that you would like to receive a carbon and emissions report for your shipments.
3. **Provide Necessary Details**: Include any specific details or timeframes you want the report to cover, if applicable.
## What to Expect
- **Detailed Insights**: The report will offer detailed insights into the emissions generated by your shipments.
- **Actionable Data**: Use this information to make informed decisions about reducing your carbon footprint.
- **Support and Guidance**: Your account manager can provide additional guidance on interpreting the report and suggest ways to minimize environmental impact.
## Why Carbon Reporting Matters
Understanding your carbon emissions is crucial for:
- **Sustainability Goals**: Aligning with your company's sustainability objectives.
- **Environmental Responsibility**: Taking proactive steps to reduce your environmental impact.
- **Customer Transparency**: Demonstrating your commitment to sustainability to your customers.
If you have any questions or need further assistance, please don't hesitate to contact your account manager. We're here to support your journey towards more sustainable shipping practices.