Document Corrections

Goal #

Get a wrong document fixed at the source. A packing list declares the wrong net weight, a B/L has a typo in the container number, or the phyto never arrived. You report the problem on the document, Trackberry sends the shipper a link to upload the fixed file, and the new file replaces the old one on the shipment.

Not every wrong figure needs the shipper. If the document is right and Trackberry misread it, see Fixing a misread below.

Before you start #

• The shipper’s email address. Trackberry suggests addresses from the shipment’s emails and documents, but you confirm who receives the request.
• Any member can report a problem, send it, and close it. No admin role is needed.

Reporting a Problem #

Open the shipment, find the document, and choose Report a problem from the ⋯ menu on its row. A two-step window opens.

Step 1: Describe #

• What’s wrong? Pick one: Quantity, Weight, Container or seal number, HS code, Consignee, Missing document, or Other.
• Field (optional). Pick the field that is wrong, such as the total net weight, or leave it on The document as a whole. When a field is named, the corrected file must change that field to count as a fix.
• Explanation. Say what is wrong in your own words. For example: “Net weight says 19,240 kg but the pallets add up to 19,180 kg.” The shipper reads it exactly as you write it.
• Who needs to fix it? Origin, Forwarder, or Internal.

Click Continue.

Step 2: Send #

Send to is filled in with the most likely contact. Below it, Suggested: lists up to six addresses: people asked about this shipment before, the senders of its emails, others on those threads, and addresses printed on its documents. Your own team is never suggested. Preview the email shows exactly what the shipper will receive.

Then choose how to send it:

• Send request emails the shipper from Trackberry, on behalf of your organization. Replies go to your organization’s inbound address, so they land on the shipment.
• Copy email instead gives you the subject and body to paste into your own mailbox, with a Copy email button. Use it when the shipper expects mail from you personally.
• Later saves the problem without sending anything. It stays Open on the shipment until you send it.

Either way, the email carries a link to an upload page. It needs no login and works for 14 days from when the request is sent.

What the Shipper Sees #

The link opens a page that asks them to correct the document for that shipment. It shows the problem, the field, a Please send by date, and your explanation. It also shows the document you received and what Trackberry read from it, with the value to correct highlighted.

The shipper can answer in two ways:

• Upload the corrected file on the page. PDFs, images (JPG, PNG, TIFF) and spreadsheets (XLSX, XLS, CSV) up to 25 MB are accepted.
• Reply to the email with the fixed file attached. The reply is matched to the request by its email headers. If the reply has several attachments, the correction is flagged and you pick the right one with Use this file.

After the link expires, the page tells them they can still reply to the email.

When the Fixed File Arrives #

The corrected file becomes a new version of the document. The original is kept as a superseded version, and the new file is read like any first upload. Checks then run again on the shipment.

Trackberry then compares the two versions:

• If the field you named changed, or anything changed when you named no field, the correction moves to Corrected — verify.
• If nothing changed, it stays open and is flagged. The flag reads, for example, “The corrected file didn’t change Total net weight.” This catches the common case of the same PDF re-sent under a new name.
• A file that fails the security check, or is a different kind of document, is not accepted. The original stays current.

The correction page shows What came back: the same change list you see under a replaced document (see What changed). Check it, then click Verify and close.

Reminders #

When you used Send request, Trackberry reminds the shipper if nobody answers: once about 3 days after the request, and again 3 days later. After the second reminder goes unanswered, the correction is flagged “No reply after 2 reminders”. Reminders stop as soon as a file arrives, or when the correction is closed, waived or canceled. If the link expires first, the correction is flagged “The link expired without an answer.”

A request sent with Copy email instead gets no reminders, because Trackberry did not send it. It is flagged only when the link expires.

Closing a Correction #

Open the correction from the Corrections card on the shipment page. Three buttons end it:

Verify and close is offered once a corrected file has arrived. If the shipper sends nothing and you get the fix another way, waive the correction or follow up with them directly.

Where Open Corrections Show #

On the shipments list, a shipment with unresolved corrections carries an amber badge next to its container number, such as “2 open corrections”. It turns red when one of them needs your attention: a flagged reply, no answer, or an expired link. The badge links to the shipment’s Corrections card.

On the shipment page, the Corrections card sits above Documents, with an “open” count. It lists every unresolved correction and the last five resolved ones, each with its status: Open, Requested, File received, Needs attention, Corrected — verify, Closed, Waived or Canceled.

On the ERP export, an open or waived correction turns the shipment’s Export button amber, and the export asks Export with unresolved data checks? before downloading. Closed and canceled corrections don’t count. See Exporting Data & ERP Integration.

Fixing a Misread Instead #

If the document is right and Trackberry read it wrong, you don’t need the shipper:

• Re-extract data, in the document’s ⋯ menu, reads the document again and replaces the data extracted from it before. It is for admins and owners.
• Change category, from the chevron next to the document’s type, fixes a document filed as the wrong kind and re-extracts it. It is also for admins and owners.
• Replace, on the shipment’s Edit page, uploads a new file over an old one, for example a corrected file that came to you outside Trackberry. The old file is kept as a superseded version. Any member can replace a document.

See Receiving Shipments for the other document actions.

What a Replacement Shows as Changed #

A document can replace an earlier one by Replace, by email or through a correction. A line under it then reads “Superseded” with the old file name and a count such as “3 changes”. Open it to see what moved. It starts with a short summary, such as:

• “Total net weight changed from 19,240 kg to 19,180 kg”
• “2 pallets added”
• “6 lines added”

Below the summary, each field and each line is listed with its old and new value. A field that was filled in reads “set to”, and one that was emptied reads “cleared”. If the new file is a different kind of document, it says so. For example: “Reclassified from Packing list to Exporter invoice.” Re-extract data produces no change list, because the file itself did not change.

FAQ #

Does the shipper need a Trackberry account? #

No. The link in the email opens an upload page with no login. It works for 14 days, and after that the shipper can still reply to the email with the file.

What if the shipper sends back the same file? #

Trackberry compares it with the original. If the field you named did not change, the correction stays open and is flagged, so you can follow up. An identical file uploaded on the page is refused straight away.

Can I send the request from my own email address? #

Yes. Choose Copy email instead and paste the email into your own mailbox. The upload link works the same way, but Trackberry does not send reminders.