Customer Frequently Asked Questions

Transcription

1 Customer FAQs 09 May 2013 Customer Frequently Asked Questions Dear Valued Customer, Below we have provided answers to some of the most common queries from our customers. We hope that you find it useful but please remember our Customer Service representatives are also available to deal with your queries. Who do I contact to negotiate a new rate? Your Sales contact is your primary contact for quotes and prices. The name of this person is outlined on the Key Contacts list provided. However if you have any issues in contacting the relevant person please do not hesitate to contact your Customer Service representative. List of services, surcharges and fees For more details, kindly click on Code and Final name: Cambodia Export: Cambodia Import: Terms and conditions of carriage This is a link to the terms and conditions of carriage: of_lading_clauses Where can I find a Glossary of Shipping Terms? If you want a link to the glossary of shipping terms section of our site use the following link: Find Local Office Find relevant information and local office contact details on your local web page: _medium=banner&utm_content=lhp&utm_campaign=help_contact The Shipping Process At maerskline.com we offer online applications designed to assist and support you throughout the shipping process. You can find online shipping, step by step from: ner&utm_content=sh_process&utm_campaign=help_contact You can also find Live demos on how to use the online services on maerskline.com from: Where can I find the vessel schedules? The vessel schedules are updated on our website regularly. See the below link for up to date information: You can search schedule by location, by vessel, by port, by map and by tradelane as per quick guides overview provided in above link.

2 How can I make a booking? The most efficient way to make a booking is online. To make a booking this way you need to register as a user on The tips on what information you need to create a booking are included on As you get to know our website you may need some extra help. If you have any problems navigating through the site the Live Help option can be used or you can contact your Customer Service representative. If e-commerce isn t your preferred option you can the details to your Customer Service representative directly. Please note that although it is possible to make specific enquiries over the phone bookings details must be confirmed either by fax or by . Please remember to always quote your service contract number when placing a booking via any channel. Garment on Hanger Booking (GOH) The available time of Garment on Hanger container is as following after you receive booking confirmation from us: GOH string/ strap: Container is available for pick up after 3 working days of booking confirmation date. GOH double bar, e.g. >= 12 bars/20, >= 23 bars/40: Container is ready for pick up after 10 working days of booking confirmation date. Container Substitution Process In certain cases we may not have sufficient 40 DC containers available in Cambodia and may ask you to accept a 40 HC container as a substitute. In this case, we can provide equipment 40 HC to use as 40 DC but maximum stuffing is allowed only at 60CBM. However if we can provide you 40 DC then container substitution will not be allowable. What are the main features that I can access if I register online? There are many features available via our web-site, and our e-commerce department is continuously making improvements to this service. See below for an outline of some of the features that are currently available: Booking Documentation Tracking Rates Schedules Invoices Report Issue ETA Change Notifications How to register visit: How do I track my container/ shipment? When you have registered online you will be able to track your container via the tracking option at alternatively you can contact your Customer Service representative for updates or further queries. See the below link for how to track your shipment: If I book online and I need to change the details of my shipment before I have packed it and delivered it to the Port who should I contact? The easiest way to change the details of your shipment is online and our internal systems will be automatically updated. If you have any issues navigating through the site Live Help is always available on Alternatively you can contact your Customer Service representative. Please note that any amendments requested over the phone must also be confirmed either by or fax.

3 Where can I collect a Maersk Line seal? You can now take seal directly from our depot when you take delivery of your empty container. The depots that you can take seal from are Teng Lay. In case your empty depot is assigned to Union depot please take seal from Teng Lay depot. The seal release at Sihanoukville will be the same in that you can take seal from our Sihanoukville office. Please noted that the seal charge is USD 5 per seal subject to 10% VAT. Prepare Documentation Once you have accepted the cost for the transportation of your products, and a booking has been finalized, we need to prepare your transport documents. Shipping Instruction is required from you and please follow documentation quick guide that is available on: Quick guide on MyFinance MyFinance is a free online tool which will allow you to retrieve information on invoicing, statement and make payments to Maersk Line. Managing your account with Maersk Line through MyFinance will be easy and the benefits are numerous: Available 24 hours a day, any day of the week Online and real time (information is up to date) Complete overview of all your open and paid invoices Review all freight details, including local VAT and rates of exchange by viewing your invoices Print, save or download multiple copies of invoice. If required, you can dispute any open invoice. Easy guide to access your financial accounts with Maersk Line: Invoice, Arrival Notice etc. always sent to incorrect person, so who can I contact? We have set address in our system database to automatically send invoices, arrival notices, booking confirmations; verify copies of Bills of Lading...to you. You can also access all these from our website. The default address used is the address of the person that made the booking. This is also same as contact person of consignee who will receive collect invoice charge, arrival notice etc from Maersk Line. If you prefer different means of communication for each service please contact your Customer Service representative who will then revise means of communication for you. I have special terms of payment of my new shipment, how should I communicate this? You can inform us via your Shipping Instruction sent to us. Alternatively you can contact your Customer Service representative and inform them about this. The information of term of payment of each item charge will be saved in our system database which will be auto applies for the next similar shipment detail. Transport Document apply for Certificate of Origin We do not create a separate Transport Document to apply for your Certificate of Origin. What we will do for you is if you need to apply for a Certificate of Origin, we will provide you the certify true copy of Original Bill of Lading with company stamp on each page.

4 You can pre-alert us when you plan to come to pick up Bill of Lading for Certificate of Origin so that we can pre-print for you and that you don t need to spend time waiting at our counter. This also applies to when you come to take Original Bill of Lading to avoid long waiting time. Cut-off time & feeder service from Cambodia We have our regular sailing from Cambodia during weekend both Sihanoukville and Phnom Penh port. Please call and check with your Customer Service representative for mid-week cut-off time and feeder service from Sihanoukville and Phnom Penh port. Here is the link to our cut off: int_n2_export Sihanoukville Port Working Time The Sihanoukville Port gate open time/ working hour is 24 hours for Friday and Saturday. However it will be open from 08:00 AM till 11:59 PM for Sunday to Thursday. I need freight Bill of Lading for my new shipment, how should I communicate this? Our Contractual Customers have the right to request freight Bill of Lading. If we receive a request from a party other than the Contractual Customer we will need time to check for approval from Contractual Customer. When we have all these in place, each and every Bill of Lading will be automatically sent to you with freight. Empty Container Dropdown Instruction After you have unstuffed your import cargo from the container, please return the container to the location documented on the drop down instructions that will be sent to you. Original copy of dropdown instruction are available at Maersk Cambodia counter so please don t forget to request for it during your come for making a payment. Import Surrender, Arrival Check Surrender check and arrival date of you cargo can be checked from our web site. Go to then input container or Bill of Lading number in Track Shipment and click on track. You will be able to see the container number on it last move location then you click on container number to see the detail screen. Freight status Released means it is surrendered Arrival date can be seen as discharge date of location as Sihanoukville or Phnom Penh Live Help Live chat session with one of our representatives - very effective of solving specific transactional problems: yhref=1&imageurl=https%3a%2f%2fwww.maerskline.com%2fimage%2f%3fprelang%3d%2fmai nsite%26postlang%3d%2fbrochures%2fcontact%2flive_help%2fimages%26path%3d%2frep5 You can also use Call Me function by fill in the form to receive a call back: m_medium=banner&utm_content=callme&utm_campaign=help_contact Claim All you need to know in case of cargo damage or loss: tent&utm_medium=banner&utm_content=claims&utm_campaign=help_contact I have a question but cannot find the answer from this list so what should I do? The frequently asked questions will be kept up to date at this link, so please feel free to use the search function on ebusiness Integration Solutions No matter how large or small your business is, you can be certain to find a flexible, easy to use Maersk Line ebusiness solution that meets your needs.

5 Our electronic solutions can help you: Lower costs Reduce errors Shorten processing times Reuse data Access information in real time Get support fast, whenever you need it Our online business services offer you: Online and updated information Less rekeying Saved fax, phone and courier costs Possibility to reuse information and create templates Search, save and overview capabilities Secure solutions Expedited documentation process Seamless flow: book cargo, submit shipping instructions and print your transport documents in one seamless flow To see more visit: We thank you for your support and look forward to serving your future global transportation needs. Should you have any further queries, please feel free to contact Customer Care at Kindest regards, Maersk (Cambodia) Ltd - Maersk Line