ChinAfrika Logistics Limited
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Support & Claims

Resolution Center & Support

Your guide to resolving operational issues, filing cargo claims, and managing billing disputes effectively.

i Route Your Request Correctly

To ensure the fastest response, please select the correct department. Misrouted tickets may result in delays.

Technical Support

Login issues, PDF download failures, or platform bugs.

Response Time ~ 4 Hours

Operations

ETA checks, doc amendments, release delays.

Response Time ~ 24 Hours

Disputes & Claims

Damaged cargo, lost goods, or billing conflicts.

Est. Resolution 15 - 60+ Days*

* Depends on Carrier/Insurer response times.

Method 1

From the Dashboard (Fastest)

Best for general inquiries not yet linked to a shipment.

Context: Dashboard Quick Actions
Create Support Ticket
Method 2

From the Support Center

Use this to review old tickets before creating a new one.

Context: Top of List
Create New Ticket
Important Advice: Do Not Manually Open Cargo Claim Tickets

If you are dealing with damaged, wet, crushed, or missing cargo, do not manually create a generic support ticket through these interfaces. Instead, navigate to your active shipment details page within myCall > My Bookings and click the File Cargo Claim button. Finalizing and submitting your claim notice through that dedicated wizard automatically generates an urgent, pre-formatted support ticket under the billing category, complete with your signed documents and uploaded files routed directly to our Legal Claims Division.

Critical: Notice Timelines & Preservation of Rights
Ocean Freight (Hague / Hague‑Visby Rules):
  • Apparent damage must be recorded immediately at delivery on the EIR or delivery receipt.
  • Concealed damage must be reported to the carrier in writing within 3 days of container delivery.
  • Failing to meet these timelines allows the carrier to treat the cargo as delivered “in good order.”
Air Freight (Montreal Convention 1999):
  • For cargo damage, a written complaint must be filed with the airline within 14 days of receipt.
  • For delay, the notice window is 21 days.
Insurance (Policy‑Specific Requirements):
  • Most underwriters require prompt notification, often within 24–72 hours of discovering loss or damage.
  • Missing the carrier’s legal notice windows can invalidate subrogation rights, and insurers may reject the claim if late notice prevents recovery from the carrier.

Prepare These 4 Items Before Clicking Submit:

Uploading these immediately reduces processing time.

1
Commercial Invoice

Proves the value of the damaged goods.

2
Packing List

Identifies specifically which cartons were lost/broken.

3
Photos (Wide & Close)

1 photo of the Container Seal + 3 photos of the damage.

4
Survey Report

Mandatory for claims estimated over $1,000 USD.

The Resolution Process

1
Step 1: Submission (Claims Wizard & Vault)

Click File Cargo Claim inside your booking actions to specify routing bank details and itemize damaged packages. The wizard automatically compiles your parameters into an official PDF Claim Notice. Print, sign, and stamp this draft notice, then upload it to your Document Vault alongside your commercial invoice and photos.

Claims Wizard: Step 1 Details
Bank Name Agricultural Bank of China
SWIFT/BIC AB0CCNBD090
Damaged Items Matrix
12x Crushed Cartons (Tiles) $450.00 USD
2
Step 2: File Staging (Verification of Evidence)

Upload your physical document set to their corresponding collections. Our vault automatically categorizes each file and prepares it for evaluation. High-resolution photos, commercial invoices, and signed notices must be staged properly to proceed to the split-screen audit.

Claim Document Vault Checklist
✓ Signed_Claim_Notice.pdf Signed & Stamped
✓ Commercial_Invoice_10492.pdf Verified Cost Basis
✓ Damage_Photos_Mombasa.zip High-Res Photos
3
Step 3: Verification & Split-Screen Review

Click Preview & Submit Claim. A split-screen previewer displays your uploaded claim notice alongside a checked list of your uploaded supporting invoices and photograph sets. Review and click Confirm & Submit Cargo Claim.

Officially Filed & Under Review (Stage 1) Claims Tracking System
Officially Filed

We have received your signed Cargo Claim Notice. Our Legal & Claims Division is conducting a preliminary documentation audit on your packing lists and invoices.

4
Automated Support Ticket Integration

Once submitted, the platform bypasses the standard operations queue. Our system automatically creates an urgent ticket under Support Requests (Category: billing) and routes all files to our legal division for fast tracking.

ST-SHG-2026-0705 Urgent
Cargo Damage Claim: BK-SHG-NBO-10492 Department: Billing & Claims
"An official Cargo Claim Notice has been submitted for booking reference: BK-SHG-NBO-10492... This ticket has been opened automatically as part of our Legal Claims Management Protocol."

If you disagree with an invoice (e.g., extra detention charges), follow this specific protocol to avoid payment penalties.

  1. Do NOT ignore the invoice. Unpaid invoices block cargo release.
  2. Pay the Undisputed Amount: If the base freight is correct but a surcharge is wrong, pay the freight immediately to clear the B/L block.
  3. Raise a "Billing" Ticket: Select category "Billing" and attach evidence (e.g. email confirming free time waiver).
  4. Escalation: If unresolved within 3 days, reply to the ticket typing "Request Manager Escalation" to trigger an administrative review by the Head of Finance.

CSAT Feedback & Review Integration:

Once a billing or operational ticket is marked as resolved, the rating modal activates on your ticket page, enabling team evaluation:

Ticket Resolved

Your issue has been marked as resolved. How would you rate our support?

★ ★ ★ ★ ★
Excellent service. The billing charge was adjusted in 12 hours.

Official Notice of Claim

PDF Template • 0.5 MB
Download Form

Dispute Guidelines

PDF Guidelines • 1.2 MB
Download Guidelines