Shipping

Booking Confirmation

Will my suppliers or buyers be informed about the booking I have placed?
During the booking process, you are asked to provide your suppliers' or buyers' ...
What if details are missing on my booking confirmation?
Every booking confirmation contains relevant details for your cargo's transport ...
What do I need to pay attention to after I have placed my booking?
Depending on your role in the booking journey, you will have different tasks to ...
What could be the reasons that my booking confirmation was never released?
In case the booking confirmation takes more than two days to be released, there ...
How long does it take to confirm a booking?
We are committed to confirming or updating all booked shipments as soon as possi...
How do I know if my booking is confirmed?
Once your booking has been confirmed, a booking confirmation containing relevant...
Can I cancel a booking?
You can cancel your booking via our platform. Depending on the stage of your shi...
Can my buyers and suppliers also track the cargo?
Both buyers and suppliers can track a shipment by clicking on it in the platform...

Current Shipping Situation

How quickly will I know if my booking is accepted?
We are committed to confirming or updating shipments as soon as possible. You wi...
How can I get more information about the situation in South Africa?
We will continue to keep our channels updated with the latest information availa...
How is the Civil Unrest in South Africa impacting shipping?
Given the situation, our operations are limited. Due to the geographical locatio...
What are the latest ocean freight market trends?
Across the globe, most ports are facing operational delays, such as the Yantian ...
Where can I find further information on the current situation?
Please head over to Maersk's advisories on this situation for further informatio...
What is the impact that we will see on further equipment shortages and flows?
The impact of the pandemic and the blockage of the Suez Canal have ripple effect...
What has happened in the Suez Canal and why is it impacting international trade?
The container ship Ever Given was en route from Yantian, China, to the Port of R...
What is the current situation in shipping?
We are experiencing a challenging period for ocean freight. We are working hard ...
What are you doing to mitigate the impact this will have on global supply chains?
Together with Maersk, we are working hard to manage the impact of the current sh...
When will the current shipping situation go back to normal?
We don’t have a timeline yet due to the capacity issues changing every day – we ...
What is happening in shipping these days and why?
2020 has experienced huge swings in international trade. This has caused a speci...
What happens to my cancelled booking if I already have picked up my container(s)?
Please reach out to our customer care team. They will support you in creating a ...
Why are we experiencing port congestion in the shipping industry?
Vessels do not reach ports when scheduled, as they face longer waiting times to ...

Cargo Information

Cargo is rolled
1. You will receive a notifications from us informing you of the situation and p...
What is the shipping instructions deadline?
This the deadline for you to upload shipping instructions to our Twill platform ...
What happens if the shipping instructions are not submitted in time?
If the shipping instructions are not uploaded on time, your shipment will be rol...
If a ship does not leave, who will pay the costs?
Our two way commitment product features competitive pricing with a loading guara...
What happens if I cannot deliver my cargo on time?
If you fail to notify Twill of cancellation of part or all cargo or fail to deli...
How can I track my cargo? What about my buyer/supplier?
Both buyer and supplier can track a shipment by clicking on it in the 'Shipment'...
What does it mean to be a supplier?
A supplier (also known as a shipper or consignor) is a person or a company respo...
What does it mean to be a buyer?
A buyer, also known as a consignee, is a person or a company responsible for pur...
Are all Incoterms available on Twill?
Twill is compliant with all Incoterms, but we are not able to provide insurance ...
How do I submit the Verified Gross Mass for my container?
Open your booking from the Dashboard and click on the......
Do you accept personal effects shipments?
We do accept personal effect shipments, but only if the shipment is booked by a ...
How can I specify date/time of pick-up and other relevant information?
Twill suggests a date of pick up according to the selected vessel. As soon as th...
Is there any restriction on equipment or commodity types I can book?
On Twill you can book dry cargo in 20-40-45 (HC) box containers. You cannot book...
When do the loading and equipment priority come into effect?
Always! No matter if you book with a spot rate or with a fixed 1 month, we will ...
How can authorize my supplier to open bookings on my behalf?
After logging in, click on your username on the top-right, and select ‘Company P...
If I have several containers in my booking can I cancel one of them?
You can cancel any container in your booking. However, there may be a cancellati...
If I have several containers in my booking can I amend one of them?
Yes, you can amend any of the containers in your booking through our platform!...
What does is it mean that my shipment or cargo is rolled?
1. You will receive a notifications from us informing you of the situation and p...
What happens if inland service delivery times are not met for the delivery time and date?
The pick up time in the Booking Confirmation is an indication only, which we wil...
System is not working and I need to submit my VGM or shipping instructions. What can I do?
Please contact our customer care team if you encounter any system issues! We wil...
What are the ‘tasks’ in my booking overview?
These are the actions required to make sure the cargo meets all requirements for...
How do I submit my shipping instructions?
Open your booking from the Dashboard and click on the 'Start' button next to the...

Booking Steps

Can I ask for more DND (Demurrage and Detention)?
Demurrage and detention depends on the import and export locations. You can see ...
Can I ask for additional free time?
We have ensured market-relevant free time to be part of our standard offering. S...
What is the ‘Select a partner to book for them’ option I see on the website?
If you have been authorised by your buyer to open bookings on their behalf, you ...
How can I open FOB or EXW shipments if I am not the freight payer?
If you sell Free On Board (FOB) or Ex-Works (EXW), you can either ask your buyer...
How can I open a new booking on Twill?
Log in to your Twill account, and place a new booking by clicking on “Start Book...
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