The following customer advisory was published by COSCO:
COSCO SHIPPING Lines ‘network applications in the Americas have been totally recovered from previous incident, we post and keep updating this FAQ to protect customer’s interests and provide proper customer service.
1. Q: What is the scope of this network problem?
A: The network failures affected areas include the United States, Canada, Panama, Argentina, Brazil, Peru , Chile and Uruguay. All of the areas have been totally recovered.
2. Q: What is the influence to the business?
A: Our business operation has been recovered. All communications including telephone service and company email are back to normal. It’s not necessary to resend the request to our company email which already sent before. We will take care of them in time. he temporary email address is still kept for theservice continuity. Under the premise of ensuring network security, the local website such as www.cosco-usa.com, www.coscoshipping.com.br have not yet open, the application submitted through the website shall be temporarily submitted by email (except VGM).
3. Q: Will the vessel operation be affected?
A: All the vessels of our company are operating as normal.
4. Q: How to submit booking request？
A: You can submit your booking request via our web-site or EDI channel. In addition, we will handle your booking as well if you send the request to our regular customer service email. The requests already sent to temporary Email will be taken care until properly processed. However, submitting the booking request via website (http://elines.coscoshipping.com/ebusiness/）is highly recommended which makes more efficient.
5. Q: Can we make HAZ and OOG booking?
A: HAZ and OOG booking are operating normally.
6. Q: How can we get the booking confirmation?
A: Booking confirmation is back to normal. The service responses have been restored to normal.
7. Q: How to do booking amendment?
A: The amendment is back to normal. Please send all the booking amendment requests to our regular customer service email. The requests already sent to temporary Email will be taken care until properly processed.
8. Q: If the empty pick up will be affected?
A: Empty pick up have been back to normal.
9. Q: How can we submit the bill of lading instructions (SI)?
A: The SI is back to normal. You may submit the bill of lading instructions (SI) through our website
（http://elines.coscoshipping.com/ebusiness/）or EDI channel, or send to our regular customer service email. The requests already sent to temporary Email will be taken care until properly processed.
We recommend that you use the website bill of lading function to get a faster service response.
10. Q: How can we make BL checking and BL amendment?
A: You will be able to receive the BL proforma by Email as normal. Please send the request to our regular customer service email. The requests already sent to temporary Email will be taken care until properly processed.
11. Q: Is that possible to do COD?
A: The COD operation is back to normal, Please send the application to our regular customer service email. The requests already sent to temporary Email will be taken care until properly processed.
12. Q: How to submit the VGM information?
A: You can submit your VGM information via SI or VGM function on our web-site
（http://elines.coscoshipping.com/ebusiness/）. Or send your VGM information to our regular customer service
email. The information already sent to temporary Email will be taken care until properly processed.
13. Q: How to issue the Bill of lading?
A: The issue of original BL service is back to normal.
14. Q: How to do cargo tracking?
A: Our cargo tracking system is running stably, we would recommend you to use our website’s cargo
tracking function to check the latest status of your shipment. (http://lines.coscoshipping.com/home/ )
15. Q: Can we receive the arrival notice?
A: The arrival notice can be sent as normal.
16. Q: Can the inbound container be released as normal?
A: US, Canada
The releasing of base port shipment is normal. The releasing for these imported IPI cargos transferred is back to normal too, we would only ask you to provide the proof of customs clearance to our regular customer service email if there are any special cases. The requests already sent to temporary Email will be taken care until properly processed.
Panama, Argentina, Brazil, Peru, Chile and Uruguay
Cargo Release is back to normal.
17. Q: How can we get the invoice and make payment?
A: Please be kindly advised that our Bank Account has NOT been changed. Please contact our local office immediately if any doubt.
US, Argentina, Canada, Panama, Uruguay
The payment assignment and email invoice dispatching are as normally, and we can provide paper invoice now.
Brazil
We will send the invoice to you as normal. If you do not receive the invoice by email, please send
email to invoice@coscoshipping.com.br. Please make payment through bank transfer as our online
payment system is not yet available at the moment. Please send email to financial.ar@coscoshipping.com.br in case you have any question about this payment process.
Chile
The payment assignment and email invoice dispatching work normally. The paper invoice is only available in our Santiago office but not in our Port office.
Peru
The payment assignment and email invoice dispatching work normally. The paper invoice is not available in our Port office.
18. Q: How to do LCL shipment in Canada?
A: This business is back to normal
19. Q: How to contact the local office in the affected area by email?
A: The email service is back to normal. The temporary mailboxes will be remained in use in order
to maintain the service continuity.
COSCO SHIPPING Lines
Aug 1st, 2018
Source: COSCO (JB)
Source: COSCO