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?

You can try shipcloud for a period of one month, during which we will waive the monthly and transaction fees. This way you’ll have enough time to properly test all features of shipcloud. The trial period is granted from Starter to Business.

At the end of that trial period, you will only be billed for any shipping labels you have created through shipcloud. Therefore you will 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 immediately switch to a paid subscription and we will charge you the monthly and transaction fees resulting from your chosen subscription. After the trial, your membership will automatically extend as a fee-based subscription unless you cancel it.

Where can I register as a Developer?

If you would like to test our service as a developer before creating live shipping labels, just register here and test shipcloud for free and unlimited in our sandbox! All necessary information can be found at our developer portal.

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, if you subscribe to our Professional subscription you can easily integrate your existing accounts by entering 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 shipping rates on our website. If you would like know the rates for calculating your costs in advance, please register at shipcloud first. Once you have registered, you can request the current rates in the WebUI under the menu item "Shipment Quote".

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 an overview of the available (additional) services from the carriers supported by shipcloud?

You can find an overview of all available additional services in our developer portal. Furthermore you can find detailed information about which additional services are available for which carrier on our carriers page.

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.

If I have a question/problem but the solution is not given by the FAQ. How can I contact shipcloud?

There are two easy ways to contact shipcloud.

You can write us an email in which you describe your question/problem as detailed as possible and send it to: support@shipcloud.io.

You can also use the 'Help' button of our website or your shipcloud account in the right corner below. If you click on it you will be able to enter your contact data and a description of your question/problem into a form.

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 subscription and registered at shipcloud, all the features of that subscription are immediately available for you.

With customer specific interface connections (API) or some plug-ins, integration costs may arise. For an individual offer or questions regarding one of the integrations/plug-ins, please contact the relevant partner directly.

What are the charges for using shipcloud?

In addition to the monthly and transaction fees of your chosen pricing plan, you will also be charged for any shipping labels you create. If you don't have your own carrier accounts, you will ship at our business rates. Shipping charges vary by carrier, shipment dimensions and/or weight, and the destination country.

For more information on shipping label prices, click here.

If you’re using your own shipping rates in shipcloud you will be billed directly from your carrier.

For more information, please contact sales@shipcloud.io.

How does shipcloud collect payment?

The monthly fee is billed monthly by the chosen payment method. The date of the invoice is the first day of a calendar month. In the first fee-based contractual month, the invoice is created immediately after your registration respectively after expiry of the free trial period. Withal, this invoice includes the pro rata costs for the remainder of the first fee-based calendar month.

Transaction fees as well as costs for shipping labels are billed according to consumption, yet usually monthly on the first day of a calendar month by the chosen payment method.

Therefore you will be required to enter your payment details before starting your subscription. If you're using your own shipping rates in shipcloud you will be billed directly from your carrier. shipcloud will only bill you the monthly and transaction fees according to your chosen subscription.

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=true.

The billing for shipping labels takes place after creation / parameter generation, yet usually at the end of the billing period (1 month).

Invoice date is the first day of a calendar month or the calendar day of the interim billing.

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.

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 €1. 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 can I change my payment method?

You can change your payment method directly in your shipcloud WebUI under "Billing".

You can choose between credit card (MasterCard and Visa) or PayPal as payment methods.

On request we offer you to check if we can also provide you SEPA direct debiting as another payment method.

Are there any additional or supplementary fees/charges?

Yes, there may be additional or supplementary fees/charges.

If the information on a given order is incorrect according to a verification by the selected carrier, e.g. in case of incorrect address data and exceeded maximum package dimensions, we ask for supplementary charges and service fees.

The same applies in cases of insufficiently packed shipments. Furthermore, we charge a service fee if a SEPA direct debit authorization is returned or invoices are not paid after several payment requests.

The charges/fees are invoiced according to the following chart:

Service Amount* Further information
Direct debit charge back (national) 15,00 €  
Fine 5,00 €  
Incorrect shipment dimensions/weight 5,00 € p.r.n plus fees charged by the carrier
Missing/Incorrect customs papers 5,00 € p.r.n plus fees charged by the carrier
Shipment disposal at cost  

* All prices are excl. VAT

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".

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?

If you subscribe to our Professional subscription you can easily integrate your existing accounts with shipcloud. 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 your shipcloud WebUI under "Configurations" -> "Carriers". All you have to do then is to 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 at shipcloud, you will have immediate access to DHL, UPS and DPD.

From our Ambition subscription you can also send with Hermes and GLS via our business rates.

If you want to use Hermes and GLS, please send a request to support@shipcloud.io and we will arrange your registration with the required carrier. It may take 2-3 days until the registration is confirmed.

From our Professional subscription you can easily integrate your existing accounts for all connected carriers (DHL, DHL Express, Deutsche Post, UPS, DPD, Hermes, GLS, MyDPD Business (iloxx), TNT, PARCEL.ONE and GO!). Please let us know for which carriers you would like to integrate your account. We would be happy to activate the configuration for you. Simply send us an email to support@shipcloud.io.

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 "Billing"

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".

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 subscriptions is one month. It starts after you have entered your payment data. You may cancel your pricing plan at the end of the monthly contractual period. The contract period for all shipcloud pricing plans is one month. You may cancel your pricing plan at the end of the monthly contractual period. If you want to upgrade or downgrade your pricing plan, please note that special rules apply.

Please note that special rules apply when upgrading or downgrading your account.

You can easily cancel your subscription yourself in your shipcloud WebUI under "Billing".

You can also cancel your subscription by sending an informal email to unsubscribe@shipcloud.io. Please make sure that you send the cancellation from the email address you used to login at shipcloud.

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 contractual period immediately. You may cancel your subscription at the end of each monthly contractual period.

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

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".

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?

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.

Specifics:

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

Instructions for request one-off collections in shipcloud

To request one-off collections in shipcloud, sign in to the shipcloud WebUI. Under the "pickup" tab 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.

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).

If you are using DPD, please request the pickup before 18:00. If you are using Hermes and UPS, please request before 21:00 in order to guarantee the pickup fort the next day.

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

Please note that there may be a charge for this service based on the number of items in each collection order.

Deposit 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 shipments can also be dropped off at your nearest DPD depot, but not at a service point.

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").

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.

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.

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.

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.

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 DHL, DPD and UPS.

In order to create Hermes return labels via shipcloud, you will need your own return account with Hermes. For more information on creating return shipping labels, go to our carriers page for the respective carrier.

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

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