Service Requests

Service requests enable you to submit service requests for your shipments. Service requests enable transparent two-way communication of your request and the subsequent actions. Also, proactive alerting mechanisms give you end-to-end visibility and a clear audit trail.

• Submit a service request for a reefer shipment

• Submit a service request for outbound trucking and haulage

• Submit a service request for inbound trucking and haulage

• Submit a service request for other services

• Search for service requests by status

• Search for service requests by date range

• Search for service requests by reference number

• Search for service requests by vessel voyage

• Withdraw a service request

• Reply to OOCL

• View the interaction history for all interactions

• View interaction history for a booking number

• View interaction history for a bill of lading number

• View interaction history for a container number

• View interaction history for specific date range

• View interaction history by vessel voyage

Submit a service request for reefer shipment

From the menu bar:

1. Select Service Request > Submit Service Request

2. Enter one of the following:

3. • Booking Number

   • Bill of Lading Number

   • Container Number

   • Invoice Number

   • Vessel Voyage

4. • Reference Number

3. Click Search

4. Select the shipment if there are multiple matches

5. FromRequest Category, select Reefer Shipment

6. Click Go

7. Select the Container Atmosphere

8. Enter the Temperature

9. Indicate if Sensitive Cargo

10. Select the Generator Set required

11. Enter the Container Information

12. Click Add Container Information to add additional containers

13. Click Add Reefer Setting to add additional Reefer Settings

14. Click to add an emergency contact

15. Enter the Service Request Remarks

16. If required, upload a document

17. Click Submit

Note: The shipment cargo nature must be set to reefer.

Submit a service request for outbound trucking and haulage

From the menu bar:

1. Select Service Request > Submit Service Request

2. Enter one of the following:

3. • Booking Number

   • Bill of Lading Number

   • Container Number

   • Invoice Number

   • Vessel Voyage

4. • Reference Number

3. Click Search

4. FromRequest Category, select Trucking and Haulage

5. Under Request Forms, click the Online hyperlink corresponding to Trucking and Haulage Form

6. Select Door Pickup option for Haulage

7. Enter the Container Information

8. Specify the Appointment Time and Appointment Address

9. If you want to add an additional pickup location, click Multiple Pickup Locations

10. If you want to add an additional appointment, click Add Appointment

11. Enter the Service Request Remarks

12. If required, upload a document

13. Click Submit

Submit a service request for inbound trucking and haulage

From the menu bar:

1. Select Service Request > Submit Service Request

2. Enter one of the following:

3. • Booking Number

   • Bill of Lading Number

   • Container Number

   • Invoice Number

   • Vessel Voyage

4. • Reference Number

3. Click Search

4. ClickRequest Category and select the Trucking and Haulage option

5. Select Door Delivery option for Haulage

6. Select the Container Numbers

7. Specify the Appointment Time and Appointment Address

8. If you want to add an additional pickup location, click Multiple Pickup Locations

9. If you want to add an additional appointment, click Add Appointment

10. Enter the Service Request Remarks

11. If required, upload a document

12. Click Submit

Submit a service request for other services

From the menu bar:

1. Select Service Request > Submit Service Request

2. Enter one of the following:

3. • Booking Number

   • Bill of Lading Number

   • Container Number

   • Invoice Number

   • Vessel Voyage

4. • Reference Number

3. Click Search

4. Click the Online hyperlink corresponding to the service request you want to submit   

5. Enter the Service Request Remarks

6. If required, upload a document

7. Click Submit

Note: If you cannot find the required service request form, select a country or region from the Country / Region box and click Go to view all service request forms available for the selected country or region.

Search for service requests by status

From the menu bar:

1. Select Service Request > My Requests Search

2. Select one of the following Status:

3. • New

   • Waiting

   • In Progress

   • Accepted

   • Cancelled

3. Click Search

Search for service requests by date range

From the menu bar:

1. Select Service Request > My Requests Search

2. Enter Start Date and End Date

3. Click Search

Search for service requests by reference number

From the menu bar:

1. Select Service Request > My Requests Search

2. Select a reference type and enter the reference number

3. Click Search

Search for service requests by vessel voyage

From the menu bar:

1. Select Service Request > My Requests Search

2. Enter the Vessel Name and Voyage Number

3. Click Search

Withdraw a service request

From the menu bar:

1. Select Service Request > My Requests Search

2. Enter at least one of the following:

3. • Request Date Range

   • Reference Number

   • Vessel Voyage

   • Status

3. Click Search

4. Click the description of the service request you want to withdraw

5. Click Withdraw

6. Enter Remarks

7. Click Submit

Note: You can also view outstanding service requests on the My Requests tab.

Reply to OOCL

From the menu bar:

1. Select Service Request > My Requests Search

2. Enter at least one of the following:

3. • Request Date Range

   • Reference Number

   • Vessel Voyage

   • Status

3. Select the service request

4. Click Reply to OOCL

5. Enter Remarks

6. If required, upload a document

7. Click Submit

Note: You can also view outstanding service requests on the My Requests tab.

View the interaction history for all interactions

From the menu bar:

1. Select Service Request > Interaction History

2. Click Search

Note: Interactions are displayed from the most recent in descending order.

View interaction history for a booking number

From the menu bar:

1. Select Service Request > Interaction History

2. In theReference Number box, select Booking Number

3. Enter the Booking Number

4. Click Search

View interaction history for a bill of lading number

From the menu bar:

1. Select Service Request > Interaction History

2. In theReference Number box, select B/L Number

3. Enter the B/L Number

4. Click Search

View interaction history for a container number

From the menu bar:

1. Select Service Request > Interaction History

2. In theReference Number box, select Container Number

3. Enter the Container Number

4. Click Search

View interaction history for a specific date range

From the menu bar:

1. Select Service Request > Interaction History

2. Enter the Start Date and End Date

3. Click Search

View interaction history by vessel voyage

From the menu bar:

1. Select Service Request > Interaction History

2. Enter the Vessel Voyage

3. Click Search