FAQs

shipcloud is a shipping service provider (SSP) and pioneer in innovative logistics concepts. The shipcloud interface connects with all major carriers and integrates quickly and easily into the shipping systems used by online retailers. shipcloud is delivered as a software-as-a-service platform.

General

How does shipcloud work?

You can find a quick overview on our How It Works page.

Can I try shipcloud for free? Do you have a pricing plan with no monthly standing charge?

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You can try our Basic pricing plan for a period of one month, during which we will waive the standing charge. At the end of that period, you will only be billed for any shipping labels you have created. You will therefore be required to enter your payment details before starting your subscription If you decide to upgrade to another pricing plan during this initial one-month period, you will be billed for the corresponding standing charge at the end of the new billing period, which begins on the date you upgrade.

If you do not upgrade during the trial month, your Basic pricing plan will automatically continue with a payable standing charge. If you cancel your account before the end of the trial month, your account will automatically be closed at the end of that period.

If you are a developer and wish to test our service in more detail without creating real shipping labels, then our free and unlimited Developer plan is the choice for you. Simply register today and receive direct access to our sandbox. For more information, go to the shipcloud developer portal.

I want to send more than 1,000 shipments per month. Is there a suitable pricing plan?

Our Premium plan is currently limited to 1,000 shipments per month. If you want to send more than this, please contact our sales team at sales@shipcloud.io, stating your expected monthly volume and typical package dimensions. We can then create a custom plan that meets your specific needs.

I already have a direct account with one or more of the carriers supported by shipcloud. Can I use my existing terms and conditions when shipping through shipcloud?

Yes. It’s easy to integrate your existing accounts with shipcloud and/or store your carrier access details in shipcloud so that you can continue to ship items under your existing terms and conditions with the respective carrier(s). If you want to set up a direct carrier account in shipcloud, please contact support@shipcloud.io for authorization.

After authorization, you can find details on setting up your account in shipcloud on our carriers page.

Is there a price list for shipping labels?

Unfortunately, we are unable to publish prices on our website. If you would like to see a price list to help you calculate your costs in advance, please register first at shipcloud. Please note that the prices shown in the price list are intended as a guide only and may no longer be valid. Once you have registered, you will see the current prices in the WebUI whenever you create a new shipping label.

shipcloud is not a price comparison service but rather an extremely simple, synchronous interface that gives any online retailer, large or small, convenient access to a wide range of carriers.

Where can I find a list of (additional) services from the carriers supported by shipcloud?

You can find a full list of services by going to our carriers page and following the links for the individual carriers.

How do I get the latest news from shipcloud?

We're delighted you want to know more about shipcloud. To subscribe to our monthly newsletter, go to our contact page. You can then stay informed via the newsletter.

How do I unsubscribe from the shipcloud newsletter?

We're sorry you no longer wish to receive the shipcloud newsletter. To permanently unsubscribe, click here.

What is the WebUI?

The WebUI is our web-based interface you can use to manage your shipcloud-shipments.

Is the shipcloud WebUI available in other languages?

Yes, you can switch between German and English at the top right of the screen.

I have a question that is not (fully) covered here. What’s the best way to contact shipcloud?

There are two ways to get in touch if you are having problems using shipcloud.

The easiest way is to send an e-mail to support@shipcloud.io, describing your issue in as much detail as possible.

You can also click on the "Ask Us" tab on the left-hand side of our homepage. A form will then appear where you can describe the issue and provide your contact details.

Plug-Ins and Add-Ons

General

Is there a plug-in for my store or a library for my programming language?

For an overview of all available plug-ins and integrations for your store/ERP system as well as platforms for which shipcloud is available or which are already integrated with shipcloud, go to our partners page. In the future, shipcloud will provide plug-ins for all shop systems commonly used in Germany in collaboration with specialist partners.

There is no plug-in/library for my shop system/my language.

If you can't find a plug-in for your shop system or a library for your programming language, please contact our support team at support@shipcloud.io.

Configuration

How do I integrate shipcloud with my shop or ERP system?

You can integrate shipcloud into your shop or ERP system using the relevant plug-ins and integrations or the shipcloud API.

Where can I find information about integrating shipcloud into a ruby based webapp?

For the Ruby programming language, we’ve developed a gem that integrates easily with your web application. The gem is available at the following GitHub repository: https://github.com/shipcloud/shipcloud-ruby.

You can also use the repository to report any issues you might have with the gem. Alternatively, you can contact our team directly at developers@shipcloud.io.

Can you help me install and configure the interface?

If you have any queries regarding installation or configuration, please contact our support team at support@shipcloud.io.

Is there any documentation for the configuration process?

Yes, we have a dedicated developer portal where you will find API documentation, code samples, etc.

The interface doesn’t work or hasn’t been configured correctly. Who should I contact?

For all queries regarding installation or configuration, please contact our support team at support@shipcloud.io. If you have a query about our plug-ins, integrations, or extensions, please contact the relevant partner.

Prices and Payment

Using shipcloud

Is there a setup fee when joining shipcloud?

No. Once you have chosen a pricing plan and registered with shipcloud, all API functions are immediately available.

There may be a charge for integrating shipcloud with the following ERP/MMS systems: Microsoft Dynamics NAV, SAP Business by Design, JTL Wawi. If you have any queries or would like a quote, please contact the relevant partner.

What are the charges for using shipcloud?

In addition to the monthly standing charge for your chosen pricing plan, you will be charged for each shipping label you create. If you do not have a direct account with a carrier, you can send your shipments through shipcloud. Charges vary by carrier, shipment dimensions and/or weight, and the destination country.

If you are a developer and wish to test our service in more detail without creating real shipping labels, choose our free and unlimited Developer plan.

For more information on shipping label prices, click here.

How does shipcloud collect payment?

The standing charge and shipping label charges are debited monthly using your selected payment method. Payment is collected on the day of the month on which you originally registered with shipcloud or last changed your pricing plan.

If you pay for all shipments through direct accounts with your chosen carriers, we will only bill you for the standing charge on your shipcloud pricing plan. All shipping label charges will be billed to you directly by the respective carriers.

When will I be billed for my shipping labels?

If you create a shipment using our WebUI, the cost will be charged to your account when you click "Send" -> "Create Shipment Label" -> "Create Shipment Label". If you create shipping labels via the API, these will be charged to your account when you use the parameter create_shipping_label. The total will be invoiced at the end of the billing period (1 month). Payment is collected on the day of the month on which you originally registered with shipcloud or lastchanged your changed your pricing plan.

You can also prepare a shipping label (without purchasing it) in both the WebUI and API by clicking "Send" -> "Create Shipment Label" -> "Save Label". The charges for these labels will only be billed to your account when you finally purchase them.

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If you make payments for shipments directly to your chosen carriers, you will continue to be billed directly by them for any labels you use.

Which payment methods can I use with shipcloud?

Credit card payment (MasterCard and Visa) as well as PayPal payment is available to all new customers.

What is a payment authorization?

After starting your subscription, we will pre-authorize your credit card with a pending transaction of €9.99. This is NOT a charge, but rather a way of verifying the payment method. It usually shows in the pending section of your credit card, depending on your bank. The pending transaction will be cancelled within a couple of days. Releasing the authorization will lead to a refund on your credit card statement or the item will be deleted from your account entirely. Authorization release may take up to 7 business days (or even longer, depending on your bank).

How do I amend my payment details?

You can amend your payment details by simply clicking on "Billing" in your shipcloud WebUI.

Currently, credit card payment (MasterCard and Visa) as well as PayPal payment are available.

Billing

Why are there additional charges on my bill?

Carriers reserve the right to charge additional fees for correcting addresses, manual sorting, and handling shipments that either exceed the maximum dimensions or whose dimensions and/or weight are not as stated when the shipment was created in shipcloud. UPS also adds surcharges for additional handling as well as large or over maximum limit packages and pallets. If you send a shipment that is subject to any of these surcharges and you do not have a direct account with the relevant carrier, the charges will be added to your bill. If you do have a direct account with the relevant carrier, you will be billed directly by them.


Wherever possible we try to avoid additional costs, e.g., diesel or island delivery surcharges, by negotiating special rates with our carriers. Unfortunately, we are not always able to avoid these costs.

For an overview of possible surcharges, go to our carriers page.

Can I view or download past invoices?

At present it is not possible to view or download invoices via the shipcloud WebUI that have already been sent to you by e-mail. We can, however, resend a bill by e-mail on request. Simply send a message to our support team at support@shipcloud.io from your registered e-mail address indicating which invoice you require and we will send it again as a PDF.

How do I change my billing address?

You can change your billing address at any time. Simply sign in to the shipcloud WebUI, click on your registered e-mail address on the top right of the screen, and select "Billing information".

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Account

I’ve already registered but I can’t sign in. What’s wrong?

When you have completed the registration process, we will send you a confirmation e-mail (this may take several minutes). Click on the link in this e-mail to activate your account.

If you have not received an e-mail after a few minutes, please check your junk mail folder. If you still can’t find it, you can request a new confirmation e-mail.

If you’ve forgotten your password, click here.

Why do I need to enter my payment details?

We need your payment details during the start of your subscription in order to bill you (monthly) for the standing charge as well as any shipping labels you create. This information is required for all pricing plans with a standing charge.

If you do not have a VAT identification number or if your billing address is in Switzerland, simply leave the payment field in the entry mask blank. Please note that for cross-border transactions within the European Union the reverse charge procedure will be applied if you specify a valid VAT identification number

How do I set up an existing carrier account in shipcloud? What information do I need to do this?

To set up an existing carrier account in shipcloud, please send an e-mail to our support team at support@shipcloud.io. Once we have enabled this function for you, the carrier will appear in the shipcloud WebUI under "Configurations" -> "Carriers". All you have to do then is enter the relevant configuration details. You can find the information you need to integrate existing carrier accounts with shipcloud on our carriers page.

Not all carriers are available.

After registering with shipcloud, you will have immediate access to DHL, UPS, DPD and Liefery. If you want to use Hermes, please send a request to support@shipcloud.io and we will arrange your registration with the required carrier. There may be a 2-3 day waiting time for this process.

If you already have a direct account with FedEx, GLS or MyDPD Business from DPD (formerly iloxx/MyDPD Business) or TNT, you can easily integrate them with shipcloud. Otherwise, these carriers are not available, unfortunately.

To use Deutsche Post as a shipping option in shipcloud, please contact support@shipcloud.io and we will unlock this service for you. Please note that you will need a prepaid account ("Portokasse") with Deutsche Post.

Can I change my pricing plan at a later date?

Yes, you can upgrade or downgrade at any time. Each pricing plan subscription is valid for one month. To change your pricing plan, sign in to the shipcloud WebUI, click on your registered e-mail address at the top right of the screen, and then click "Account" to access your profile page.

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Upgrades

All upgrades are active from the time of purchase. If you already had a paid subscription before the upgrade, a new billing period will commence and you will receive a credit for any time remaining from your previous billing period. This credit will be deducted from the first month’s payment for the new billing period.

Downgrades

If you downgrade your pricing plan, your new plan will become active at the end of the current billing period. For example, if you started your current pricing plan on the 15th day of a particular month, your downgraded plan will become active on the 15th day of the following month.

How do I change my customer details?

You can change all your customer details, with the exception of your registered e-mail address, in the shipcloud WebUI. Simply click on your registered e-mail address at the top right of the screen and then click "Account".

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If you want to change your registered e-mail address, please contact support@shipcloud.io.

My account has been blocked, I can’t sign in anymore.

Please contact support@shipcloud.io

If you’ve forgotten your password, click here

I’ve forgotten my password.

If you’ve forgotten your password, click here. Enter the e-mail address you used to register with shipcloud and then click "Send". Your password will be reset immediately and a notification will be sent to your registered e-mail address. You can then sign in to the WebUI to change your password.

Contracts

How long is the contract/notice period?

The contract period for all shipcloud pricing plans is one month. You may cancel your pricing plan at the end of the monthly billing period. If you want to upgrade or downgrade your pricing plan, please note that special rules apply.

To cancel your pricing plan, simply send a brief e-mail from your registered e-mail address to unsubscribe@shipcloud.io.

If I upgrade/downgrade my current pricing plan will it affect the notice period?

When you upgrade or downgrade your pricing plan, you also start a new monthly billing period immediately. You may cancel your subscription at the end of each monthly billing period.

Since you can only downgrade to a lower pricing plan at the end of the current monthly billing period, you can only cancel your subscription at the end of the new billing period.

Will I receive confirmation when I cancel my subscription?

We will confirm your cancellation by e-mail, stating the date on which your subscription will end.

Using shipcloud

General

Who is my contract with for shipments?

When you send shipments under shipcloud’s business customer terms and conditions, the contract exists between you (the online retailer) and shipcloud. shipcloud will then subcontract the shipment to your selected carrier. In the event of loss, you should contact our support team at support@shipcloud.io.

If you use a direct account with a carrier from within shipcloud, all shipments will be subject to the terms and conditions you have agreed with the respective carrier, i.e., your existing contractual relationship with the carrier will apply. In this case, shipcloud is an only intermediary. In the event of loss, you will need to contact the relevant carrier directly.

How are shipping label charges calculated for individual carriers (maximum dimensions and/or weight restrictions)?

For full details, go to our carriers page and follow the links for the individual carriers.

How do I find the price of a shipping label?

In the WebUI, select the carrier you want to use, then enter the dimensions and weight of your shipment. Click “Calculate price” to see what you will be charged for the label. You can then purchase and download the shipping label by clicking "Create Shipment Label".

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With the API, there is a dedicated call, that you can combine with the details of a proposed shipment to check the cost of the shipping label.

All prices are dependent on the selected carrier, the address of the sender and recipient, and the dimensions and weight of the shipment. We always aim to provide our customers with the best possible prices.

For more information on shipping label prices, click here

There isn’t enough space in the "Company", "First Name", and "Last Name" fields.

Each carrier has specific limits on the number of characters you can use when entering the recipient name, etc. For this reason, we are currently unable to provide a figure that applies for all carriers. If necessary, you can enter additional information in the "care of" field.

Which sizes and formats do the shipping labels come in?

shipcloud shipping labels are currently generated as PDF files in either A5 or A6 format. Please note that it is not possible to incorporate your company logo on the A6 labels.

Can I cancel shipping labels I’ve already created or modify/cancel a shipment?

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API

When preparing a shipment or shipping label using our API, you have full control over when the label is actually created. When you are ready to create the label, simply use the parameter create_shipping_label. If you do not use this parameter, the shipment is only "prepared". No charges will be made at this point and you are free to continue editing the shipment attributes. If you then want to define the shipment as "ready", simply enter the above parameter.

WebUI

Shipping labels created in the WebUI can also be cancelled there. Ideally, you should do this as soon as possible after the label has been created. To cancel a label, simply click on the red trash can icon next to the relevant shipment.

Shipping labels that are created through a direct account with a carrier and have already been through the carrier’s automated end-of-day process (usually between 17:00 and 20:00) can no longer be cancelled and you will be billed for the relevant amount.

If you send a shipment exclusively through shipcloud, i.e., not using a direct account, we can cancel the label up until 23:59 on the same day, unless you used DHL. DHL shipping labels can only be cancelled up until 19:00 on the same day. Only in exceptional circumstances is it possible to cancel shipments after these times.

How should I print my shipping labels?

shipcloud generates shipping labels as individual PDFs in A5 or A6 format. After downloading a label, you can print it on a regular printer or thermal/label printer (e.g., Zebra) using A5 or A6 adhesive or thermal labels.

You may need to convert the label format to A5 or A6 in the shipcloud WebUI.

Are shipments insured (nationally and internationally)?

Yes. Every shipment you send through shipcloud is covered nationally and internationally up to €500 (GLS up to €750).

If you send a shipment using a direct account with a carrier, that shipment will be insured under the terms and conditions of your contract with that carrier.

Can I get additional insurance cover?

Additional cover is only available at present with DHL and UPS, provided you have a direct account. For more information, please contact the respective carrier.

Additional cover is not currently available for shipments sent exclusively through shipcloud, i.e., without a direct account with a carrier.

Shipping Orders

Which countries can I ship to?

shipcloud supports international shipping to all countries within the EU. To ship to an EU country, simply enter the full address when you create a shipping label via the shipcloud API. Please note that not all carriers deliver to all countries. If you select a carrier that does not ship to a particular country, you will receive an error message if you specify that country when creating the shipping label.

If you create your shipping labels exclusively through shipcloud, i.e., without a direct carrier account, and you receive a message stating that the destination country is not supported by the carrier, please contact our support team at support@shipcloud.io for information on shipping to that country.

We are continually seeking to increase our coverage throughout Europe.

If you have a direct account with a carrier, you can send shipments worldwide subject to your existing terms and conditions with that carrier. If you have any queries on this issue, please contact support@shipcloud.io.

When shipping to non-EU countries, please remember to complete the relevant customs documents, e.g., pro forma or commercial invoice. Since shipcloud does not provide these documents, please follow the guidelines provided by the respective carrier and contact them directly if you have any queries.

I have a query about shipping to a non-EU country. Who should I contact?

As we do not currently support customs and tax formalities and the associated documentation, you will have to deal with these issues directly. This is also the case if you send shipments exclusively through shipcloud, i.e., without a direct carrier account. If you have any queries regarding customs documentation, procedure, costs, etc., please contact the respective carrier or the customs authority responsible for export formalities to non-EU countries.

If you do have a direct account with the carrier you use to ship to non-EU countries, your existing terms and conditions with this carrier will apply.

When and how will my shipments be collected?

If you have a direct account with one or more carriers, your existing terms and conditions for (regular) collection/deposit at carrier service points are still valid when using shipcloud. You can also use your shipcloud WebUI to request one-off collections from DPD, Hermes, or UPS directly. (Please note the instruction for request one-off collections)

If you are using shipcloud's business rates, you will be able to request one-off collections for DPD, Hermes or UPS. To activate this service, please contact our support team at support@shipcloud.io.

When sending with GLS you'll have to contact your nearest GLS depot to have your shipments be collected.

Specifics:

DHL: Pickups with DHL are only possible with your own DHL account via the business customer portal.

Fedex: Please note, that you can only use pickups with Fedex if you include your own Fedex account in shipcloud.

Liefery: With Liefery, a courier will collect your shipment directly from your premises after you create the shipping label.

Instructions for request one-off collections in shipcloud

If you want to request one-off collections for DPD, Hermes or UPS, we will gladly activate this option for you. Please contact us at support@shipcloud.io.

Please note that there may be a charge for this service based on the number of items in each collection order. Your shipment will be collected in the next available timeslot, usually on the next working day.(the next weekday between 09:00 and 17:00 at the earliest.) Once activated, a new navigational entry called "pickup" will appear in your WebUI, where you will find a list of shipments that can be collected grouped by carrier. Next to each carrier name you'll find a green "truck" button. You can use this button to request one-off collection.

We would reccomend to collect your labels throughout the day and then order a pickup. Please note that you have to request the pickup before 21:00 in order to guarantee the pickup at the next day.

We are using your default from adress as the standard adress at the moment. More than one or different pickup addresses are not possible at this time.

Depostit at carrier service points if you are using shipcloud’s business rates:

With DHL and UPS, you can drop off your shipments at the nearest service point for the respective carrier.

Unfortunately, it is not possible to drop off Hermes and DPD shipments at corresponding service points, i.e., they will have to be collected from your premises.

Aside from arranging collections your DPD and GLS shipments can also be dropped off at your nearest DPD or GLS depot, but not at a service point.

With Liefery, a courier will collect your shipment directly from your premises after you create the shipping label.

Letters can be delivered to a specific address or for collection at any branch of Deutsche Post or at any DHL Packstation.

Shipping to a DHL Packstation

If you want to send a shipment to a DHL Packstation, please follow the instructions for entering shipment details when creating your shipping label.

Can I filter my sent shipments by delivery status?

Yes, you can filter your shipments in the shipcloud WebUI by destination zip code, service (e.g., standard or express delivery), and delivery status/issues (e.g., "not delivered").

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Can I create a list of my shipments at the end of each day?

Yes, you can create a list of your shipments in the WebUI under the "Track" tab. Simply filter the required carrier and the current date. The resulting list can then be converted to a PDF file by clicking the "Print" button, printed, and signed by the respective carrier.

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Can I track my shipments?

Yes. In the WebUI, next to the shipment ID, you will find a tracking ID generated by shipcloud. You can use this ID to track your shipments in the WebUI. When entering the tracking ID, you can either use all 40 digits or only the first 10. You can also use the tracking ID to see whether a shipment was delivered directly to your customer or to a carrier service point.

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Alternatively, you can also use the tracking number provided by the carrier in the shipcloud WebUI.

Can I also enable customers to track my shipments to them?

Yes. If you enter the customer’s e-mail address when preparing the shipment or shipping label in the WebUI, the customer will automatically receive a tracking e-mail after the shipping label has been created. Your customer will then be informed directly by e-mail of the status of the shipment as well as of any changes to the shipment.

You can also provide your customer with the carrier’s tracking number; however, you will have to do this manually.

If you use Liefery and include an e-mail address when entering the recipient’s details in the shipcloud WebUI, the recipient will receive a confirmation e-mail with a tracking link.

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Is it possible to track a shipment using the carrier’s tracking number?

As the retailer/package shipper, you can track the status of a shipment using the carrier’s tracking number in the shipcloud WebUI. Your customer (package recipient), however, can only track their shipment using the shipcloud tracking ID as we are unable to provide them with the carrier’s tracking number. When entering the shipcloud tracking ID, you can either use all 40 digits or only the first 10.

You can also provide your customer with the carrier’s tracking number; however, you will have to do this manually.

Can I set up e-mail notifications for my customers?

Yes. After you have signed in to the shipcloud WebUI, you can set up e-mail notifications for shipment recipients under "Configurations -> "Notification" on the left-hand side of the screen. Here, you can specify which changes in delivery status will be communicated to your customer. In order for your customer to receive notifications, you will need to enter their e-mail address when creating the shipment.

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How do webhooks help me respond automatically to shipcloud events?

For detailed information on webhooks and possible events, go to our developer portal.

How do I arrange returns?

Currently, it is possible to create return shipping labels for MyDPD Pro from DPD, DHL, Hermes, and UPS either directly through the shipcloud API or through your direct account with the respective carrier. It is also possible to create return shipping labels for MyDPD Business from DPD if you have a direct account with them. It is currently not possible to create return labels for TNT, FedEx and GLS.

For information on creating return shipping labels for direct accounts, go to our carriers page.

If a shipment is damaged, who pays for it?

If you send exclusively through shipcloud, i.e., you do not have a direct account with the respective carrier, then shipcloud will arrange for the carrier to compensate you directly. In the event of damage, please contact us at support@shipcloud.io. We will then provide you with a completed declaration of assignment for you to sign and return. This will enable you to claim and receive damages directly from the carrier.

If the damaged shipment was sent using a direct account with a carrier, you should contact the carrier directly.

Who should I contact if a shipment is lost?

If the missing shipment was sent exclusively through shipcloud, i.e., not using a direct account with the carrier, please contact support@shipcloud.io. We will then open an investigation with the respective carrier.

If the shipment was sent using a direct account with the carrier, you should contact the carrier directly.

REST API

What counts as an API request?

Each request you make to the shipcloud API counts as a single API request. Our limits for each payment plan are based on average usage and are rarely exceeded.

Can I use my API keys for more than one website?

Absolutely. Our API isn’t limited to any specific domain or website. Please note, however, that we cannot issue a statement or invoice with a breakdown of shipping label charges by store. You will receive a single bill for all your stores.

Hint:

When you create a shipment, you can use the parameter reference_number to assign an ID that indicates the website or store for which the shipment was created.

Ask a question

Do you have a question about shipcloud? Then fire away! We aim to answer every inquiry as quickly as possible.

shipcloud GmbH

Regional Offices
Hamburg
Mittelweg 162 | 20148 Hamburg/Germany

Wuppertal
Heinz-Fangman-Straße 2-4, Haus 4 | 42287 Wuppertal/Germany