Shipment Not Released? Your Troubleshooting Checklist
Every carrier has been there; you have gathered your shippers documents, placed a bar code on it and submitted it to the Customs Broker. However, 2 days later, after tracking the release status online, you realize it's not released. How can that be?
There a few simple steps you can take to determine what went wrong, and fix it quickly.
Step 1: Was the paperwork emailed or faxed using the correct contact details?
Whether you are faxing or emailing your customs documents to the broker, it is very easy to get one digit incorrect. Double check that you have emailed or faxed your shipments Customs Broker using the correct contact information. If you a using PCB, here is our contact details:
Mode of Transport Email Fax
Highway/Truck: email@example.com 888-974-2182
Ocean: firstname.lastname@example.org 888-974-5783
Air: email@example.com 888-348-7426
Rail: firstname.lastname@example.org 888-974-2182
Step 2: Double Check who is the assigned Customs Broker
An easy way to check is to look at the shipment paperwork. The customs broker is often listed on the invoice or cover sheet. If the customs broker is not listed, ask your dispatcher to double check the broker with the client.
Step 3: Is there a system outage creating a delay?
Sometimes Canada Customs’ systems are unavailable due to maintenance or an unplanned outage. Similarly, if your shipment is subject to Participating Government Agency (PGA) review and any of their systems are down, this could also delay processing. Check with your Customs broker to determine if there are any outages that may be delaying your shipment acceptance.
Having trouble with a Customs Broker? Refer them to PCB using the button below. We will reach out to them to see if they want to make a switch. We are open 24/7, 365 to help keep your wheels rolling.