How do I get in contact with Asendia?
Depending on your question, please contact:
· SHIPPING & TRACKING or general requests at info.benelux@asendia.com
· INVOICE at facturatie.nl@asendia.com
· ONBOARDING at onboarding.benelux@asendia.com
· IT at itsupport.benelux@asendia.com
· OPERATIONAL at operations.benelux@asendia.com
· SALES questions via your account manager
What is a CRM ID and where can I find it?
Your CRM ID is your unique Asendia customer ID.
It is indicated on your invoices from Asendia and in the email you receive when your accounts are ready (onboarded and tested) in our systems.
Invoice information
Does the value of the goods sent to Asendia affect the amount invoiced to us?
No, Asendia's invoice is based on weight, destination and the amount of parcels.
Should the "UnitPrice" mentioned per article include taxes?
No, this should be the net price of each single article.
What information is needed in the commercial invoice document?
In general the commercial invoice reflects the details of a sale, such like seller/sender, buyer/recipient, net price per article, transport costs, insurance fee, VAT, duties, total invoice amount, origin statement, tax registrations, terms of the sale (e.g. the Incoterm agreed), etc.
Please send your invoice to our onboarding team (onboarding.benelux@asendia.com), to have it verified for you.
Label creation
Do I need to announce which test shipments I've created?
There's no need to announce to us the test shipments you're creating, however if you manifest those test shipments, and the manifest document indicates that the manifest was not made to any Asendia facility, please notify itsupport.benelux@asendia.com and forward the obtained manifest document.
Which characters can I use in the order number field?
Only alphanumerical characters and underscores are allowed for this field.
How long does it take to generate a label?
This depends on the carrier that is providing the label.
On average you can expect a response to be provided within 5 seconds.
After label generation, how long does it take before I can track my parcel?
It can take up to 3 hours for your created labels, to be synced with our tracking platform and the platforms of our carriers.
Does Asendia provide a way to include our logo or other information on the labels?
Asendia does provide any tools to customize labels, we forward the labels exactly as they are provided and approved by our carriers.
Does your API allow us to create multiple parcels or retrieve multiple labels at the same time?
Multi Colli is not supported. For each shipment a separate label must be produced with a separate order number. The creation of multiple parcels or retrieve multiple labels at the same time is not available.
Can we edit labels ourselves so it includes our logo or other information?
Certain carriers may allow it. In order to make sure that this is accepted by the carrier, this label needs to be approved by them first. If your labels are all from different carriers, we need approval for all of the labels, from all of the carriers. Please contact itsupport.benelux@asendia.com, with your custom labels attached and we will request the carriers to approve of your custom labels.
Tracking
Can I provide a tracking link in our own platform or emails to our customers?
Yes, for this purpose you could use the following URL:
https://track.asendia.com/
When you want the link to include a tracking number, you could append it to the URL as such:
https://track.asendia.com/InsertTrackingNumberHere
Can you provide us a list of all tracking events?
Yes, we have this list available. Please send your inquiry to itsupport.benelux@asendia.com and we will provide it.
What is a "sequencenumber"?
The sequence number is the equivalent of the tracking number. The tracking number is available on all your created labels. Whenever you receive the label, this field is there for you to further handle all tracking operations.
What should I fill in as the "referencenumber"?
The reference number is the equivalent of the order number and this is a required field, and should be unique for your sender account which is indicated by your CRM ID.
There are many Asendia options available to create shipments (e-PAQ product, service, format and additional options). How do I know which combination to use?
Under the section Routing legend you can find a guide that will help you.
How do I know which format is acceptable for my parcel?
Under the section Determine parcel format you can find a tool to calculate the right format.
Customs information
When should we include customs information?
For shipments crossing the EU border all customs information fields should be filled in correctly for each of the items included in the package.
We recommend you to not include customs information for those shipments that do not cross the EU border, to avoid possible unnecessary delays at customs.
Where can I find which HS code to provide?
The HS codes to be used can be different depending on the destination. Most governments provide a tool to lookup the correct HS codes.
For example:
For how long will personal information about recipients be stored in your systems?
In our main shipping platform (powered by Centiro), personal information about recipients will be anonymized after an exactly one year period. The anonymized data will be removed after another four years. If you need to know about personal information stored in any of our other systems, or if you have any other questions or suggestions, you may contact dataprotection@asendia.com or visit https://www.asendia.com/privacy-notice
