Support Window
Sunday to Thursday, 09:00 to 18:00 MVT
Help Center
Support and FAQ
Get quick answers for customer intake, document upload, payment proof, and dispatch readiness. If your case is urgent, contact the operations desk directly.
First Response SLA
Within 1 to 2 hours for active customer entries
Escalation
Billing verification and dispatch blockers are prioritized
Public CSV Templates
Download the official CSV formats before preparing invoice and packing list uploads.
Commodity CSV Field Matrix
The matrix below is auto-generated from active commodity master data. Update master data and this section will reflect the new required fields and allowed units.
| Commodity Type | Required Item Attributes | Allowed Units |
|---|---|---|
|
Cosmetics Code: COSMETICS |
Brand, Volume | pcs |
|
Garments Code: GARMENTS |
Size | pcs |
Workflow Guide
How to create requests and move to dispatch
Generate Entry (Direct Supplier)
- Log in and open Start a Shipment.
- Select direct supplier flow.
- Fill route, cargo, and supplier details.
- Upload invoice and packing list CSV files.
- Submit to generate entry number and label instructions.
Parcel Request
- Choose online shop collection or parcel flow.
- Add tracking numbers and parcel item lines.
- Provide destination and delivery details.
- Upload required intake documents.
- Submit and monitor status in portal.
Pickup Request
- Select pickup-required flow.
- Enter supplier contact, location, package count, weight, and CBM.
- Submit for warehouse quotation.
- Confirm the pickup quote.
- Continue to entry generation and warehouse handover.
Shopping Request
- Select purchase assistance flow.
- Add product links and item details.
- Wait for quotation and confirm or reject.
- Complete payment (gateway or transfer proof).
- After payment confirmation, request moves to entry flow.
Frequently Asked Questions
Customer and origin workflow FAQs
How can I generate an entry number as a customer?
Use direct supplier flow, complete all required route and cargo fields, upload invoice CSV and packing list CSV, and submit. The system generates entry number and label instructions when validation passes.
How do I submit parcel requests?
Choose parcel/online-shop collection, provide parcel tracking numbers, package details, and destination information. Upload required files, then submit. The request remains visible in customer shipment queues.
How do pickup requests work?
Pickup requests require supplier contact, supplier location, package count, weight, and CBM. Warehouse sends quote, customer confirms, then the request can proceed to entry and handover processing.
How do shopping requests work from quote to payment?
Submit product links and item details. Team sends quote. Customer confirms quote, then pays via gateway or uploads transfer proof. Admin/finance confirms payment and the request can move to entry workflow.
How should invoice CSV and packing list CSV be prepared?
Download and use the public CSV templates from this page. Keep headers unchanged. For each item row, commodity type is mandatory and item details are validated against commodity rules (required attributes and allowed unit). Packing list rows must include package number, quantity, gross weight, and CBM for each package line.
How are documents uploaded and validated?
Upload documents in the request form or shipment actions based on current status. System validates type, format, and mandatory cargo-policy requirements. Missing or invalid files block status progression and appear as actionable errors.
How are payments completed and confirmed?
For supported flows, customer can complete gateway payment or upload transfer proof. Payment proof is reviewed by admin/finance. Only after confirmation do bill-sensitive transitions proceed, including ready-for-delivery and shipment release gates.
How can I escalate an urgent customer issue?
Email support with entry number, current status, and blocker details. For payment or dispatch blockers, include proof references and expected shipment window.