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FAQ
Frequently Asked Questions
Our phone system is back online. If you experience any issues, please email us at [email protected] and let us know if you had trouble reaching us earlier. Thank you for your patience.
Our phone system is back online. If you experience any issues, please email us at [email protected] and let us know if you had trouble reaching us earlier. Thank you for your patience.
FAQ
Frequently Asked Questions
The PayCargo System is the first neutral on-line freight payment system for the global shipping industry. It allows Payers, Vendors, and Freight Brokers to settle accounts rapidly and reliably within a standardized, secure platform. Participation in the PayCargo System requires no capital expenditures and is easy to implement. It is a complementary tool to any existing legacy system. For more information, visit https://paycargo.com/about/
The PayCargo System can be accessed 24 hours a day, 7 days a week.
The overnight limit is a risk management tool implemented by PayCargo which allows a Payer the approval of transactions using ACH up to a certain amount within three business days. Transactions in Approved status will “hold” this limit until they’re changed to “Cleared” automatically at the end of the processing period. Needing help requesting an Overnight Limit Increase, visit How to Increase your Overnight Limit
PayCargo Credit is the payment method in which PayCargo LLC advances credit to the Payer by payment of Transactions on the Payer’s behalf. PayCargo Capital offers $50,000 to $5,000,00 with 15, 30 & 45-day terms. A Payer may apply for a PayCargo line of credit to use within the PayCargo system only, to pay any of our transportation-related vendors. For more information, visit https://paycargocap.com/contact/
Go to https://paycargo.com/get-started/ and register as a Vendor (Carrier) or a Payer (Shipper), or visit our demo on How to Register at https://paycargo.com/resource-library/ You may also contact our support team at +1 (888) 250-7778 for further assistance.
When registered for an account, the Payer/ Vendor will undergo a vetting process in which our Customer Experience Team reviews the company details. Some of the documents asked for to help verify the company’s information are a voided check and W9. This process can differ from company to company, which means that the documents may or may not be necessary for an account.
The registration process depends on the Payer or Vendor’s response time when first contacted by our Support Team. Overall, an account can be activated within 1-2 business days after registration has been initiated.
If your company imports/ exports frequently and you need to pay your Carriers on a regular basis, PayCargo recommends the Payer selects a PayCargo Payer account to help them streamline their processes. (https://paycargo.com/pricing/ ) When registered, the Payer will undergo a vetting process that will generally involve providing extra documentation and our Customer Support team will provide updates on activation.
With a Vendor account with PayCargo, a company can receive payments at no cost. Moreover, they will have access to Daily ACH Reconciliation Reports, customization requests to better suit your business plans, 24/7 customer support with guaranteed prompt responses, and many more. ([email protected]/ 1(888)-250-7778)
With a Payer account with PayCargo, a company can access over 5,000 overnight and same-day release providers. They may also benefit from multiple payment methods including access to PayCargo Finance, payment Cancellation/Stop Payment and Refund Assistance at no additional cost, and automated tools to process refunds, returns, and payment corrections among others. ([email protected]/ 1(888)-250-7778)
Payers do not need to sign up for an account to make their payments; they may continue as a guest with our One-Time payment platform Ship and Pay. However, a Payer account is encouraged if the company is foreseeing frequent payments as they may benefit from all that a sign-up feature has to offer.
A Payer can use any of the four (4) payment options available with the PayCargo System: Overnight Debit, Credit Card, PayCargo Credit, or Prepaid Option. 1. Overnight Debit Payment: Available only for a registered Payer account. Using this form of payment, a Payer will be debited in ACH and the Vendor will be credited the same. 2. Credit Card: Available for both guest and established users. PayCargo does not store credit card details for which the customer would need to input this information every time they proceed with this form of payment. 3. PayCargo Credit: If the Payer has applied for and is granted PayCargo Credit, PayCargo will pay the Vendor and maintain an account receivable from the Payer. Consequently, the payment will be credited to the Vendor account on the due date. 4. Prepaid Option: Involves registering for an account in which the bank account details are not specified but it is pre-funded via ACH Credit, Wire Transfer, or check with a minimum of $500.00 to $1,000 or more.
If a Payer/ Vendor needs to change the bank information on file, they must contact [email protected]. Banking details are currently being updated by our Customer Specialist Team via email and will involve providing supporting document
As a Vendor, you may notify your Payers that you would like to receive payments through the PayCargo System and have them register or make payments as a guest. Your PayCargo Account Manager will happily work with you and your Payers to complete the necessary online registration should the customer need to make frequent payments to your company.
New Vendors can be added by a Payer after opening the “Request Carrier Association” option and following the instructions. The Payer may also contact our Sales team at [email protected] for further assistance.
For a Payer to also be accepted as a Vendor in PayCargo, they must fall under any of these categories associated with the world of Transportation and Logistics: Carriers, NVOCCs, 3PLs, Customs Brokers, Freight Forwarders, Freight Brokers, and Ship Agents. PayCargo also requires companies to be in business for at least six months before becoming a new Vendor.
Generally, a PayCargo Payer account can become inactive because of ACH Returns related to insufficient funds, the bank account being closed or frozen, among other reasons. If a Payer sees their account become suddenly inactive, they will need to contact PayCargo’s Support team for assistance on reactivation.
For one-time credit card payments as a guest, a Payer can access PayCargo’s Ship and Pay platform at https://paycargo.com/ship-and-pay/
With Ship & Pay, users will make their payments using a credit card as the payment option. Their Vendors will then be credited through ACH. It is important to note that the payment method does not affect the release/ application of your payment. For more information, refer to How long does it take for a Vendor to apply the payment and release cargo.
Since Ship & Pay is a guest platform, users cannot access their submitted payments and edit the details given.
As part of PayCargo’s security initiatives, the system will not keep or autofill any credit card information including those details previously used as a Ship and Pay user.
If a Vendor or Payer needs help with navigating the PayCargo system, they may benefit from our Resource Library located at https://paycargo.com/resource-library/ Moreover, our Customer Experience team is available 24/7 to assist with any questions or concerns at [email protected] / +1(888)250-7778
If Vendor is set as Same-Day Release, they will always receive communication from the Support team before a transaction is voided/ cancelled as per PayCargo’s policy their approval is needed to proceed. In the case of a refund request, the Vendor will receive an alert notifying them that a refund has been requested for a transaction. A notification is not sent when the refund has been issued; in place, the vendor will be debited and the payer will be credited accordingly.
If errors are encountered on an already approved transaction, the Payer or Vendor can contact PayCargo’s Support team for steps to follow. In most cases, the Support team will need confirmation from the Vendor before cancelling a payment. If the payment goes past PayCargo’s processing time of 6pm EST (Same Business Day), the transaction has become a refund and the Payer may request for this process to be initiated while the Vendor may approve the refund following internal policies or opt to be an Automated Refund Vendor. (How to Enable and Approve Automatic Refunds).
Any transaction that needs to be modified once it has been approved will require the payment to be reversed by PayCargo’s Support team. In PayCargo terms, this process is called “Voiding” a transaction. When the transaction status reflects “Void”, the payment will no longer be debited nor credited. In the case that the payment information would only need to be updated, the Payer can request to “Edit” a transaction and re-approve the payment. This option is not available for Ship and Pay transactions.*
Invoice payments can be Approved 24 hours a day, 7 days a week. PayCargo will process Approved Payments by 6PM EST Monday-Friday, excluding Bank Holidays
All Payments are received via ACH. The Transactions will be created and approved on the Payer’s end. Once Approved, PayCargo will debit the Payer for the amount owed and credit the Vendor the same day after PayCargo’s cutoff time. The funds will appear for the Vendor on the following business day. This process excludes Bank Holidays*
Every PayCargo Payer and Vendor will receive reports via email of transactions made by and to them every weekday unless otherwise preferred by the customer. These reports are referred to as “Daily ACH Reconciliation Reports” and include all debited or credited transactions accordingly. Payers and Vendors can also request customized reports to help them in their reconciliation processes.
The Vendor will receive a “Transaction Approved” email alert as soon the Payer has successfully completed the payment.
“Same Day Release” refers to the feature that enables Vendors to become the “preferred Vendor” for PayCargo customers. With this feature activated in their account, Vendors commit to releasing their customers’ cargo the same day as receiving the “Transaction Approved” email alert (within 1-2 hours). This email is PayCargo’s guarantee that the Vendor will receive their funds regardless of how their customer’s payment is processed.
Ultimately, the application of payment and cargo release depends on the Vendor’s setup in PayCargo. Same-Day Release Vendors should release cargo within 1-2 hours of the payment being made. On the other hand, Next-Day Release Vendors will release cargo after payment has been credited to them. The payment method used by the Payer (i.e. ACH, credit card, prepaid, etc.) will not have an effect on how quickly the cargo is released when the payment is made through PayCargo. If the Payer has an issue with the release of their cargo, the best course of action would be to contact PayCargo’s Support team.
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