> ## Documentation Index
> Fetch the complete documentation index at: https://docs.smartsend.io/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Frequently asked questions about Smart Send

## Getting started

<AccordionGroup>
  <Accordion title="Can I try Smart Send for free?">
    Yes, Smart Send offers a 30-day free trial.
  </Accordion>

  <Accordion title="How do I sign up for Smart Send?">
    You can sign up on their website and start a free trial.
  </Accordion>

  <Accordion title="Is there a demo available for Smart Send?">
    A free trial is available, which can serve as a demo.
  </Accordion>

  <Accordion title="How long does it take to set up Smart Send?">
    Smart Send can be setup within a couple of minutes, if you have your carrier information.
  </Accordion>

  <Accordion title="Is Smart Send suitable for small businesses?">
    Yes, it is designed to streamline shipping for webshops of all sizes.
  </Accordion>

  <Accordion title="Is there a minimum shipping volume required to use Smart Send?">
    No minimum volume is mentioned; suitable for all sizes.
  </Accordion>

  <Accordion title="What are the benefits of using Smart Send?">
    Simplifies shipping processes, integrates with popular carriers, and offers easy label printing and tracking.
  </Accordion>
</AccordionGroup>

## Pricing and billing

<AccordionGroup>
  <Accordion title="Do you charge per label?">
    No. There is no price per label at Smart Send. Your subscription determines which features you have access to but you will never be charged per label.
  </Accordion>

  <Accordion title="Can I buy shipping from Smart Send?">
    No. Smart Send only provides the integration between you and your carrier. Smart Send does not sell either freight or shipping labels.
  </Accordion>

  <Accordion title="How do I create a subscription?">
    You can create a subscription either by clicking the Signup now button in the top of your screen or through the **<Link href="https://app.smartsend.io/billing">Billing</Link>** <Icon icon="arrow-up-right" size={12} /> section from the menu when logged into our system.

    See [Create subscription](/fundamentals/billing#create-subscription) for the step-by-step guide.
  </Accordion>

  <Accordion title="How do I change my subscription?">
    You can change the subscription the same place as you create it - **<Link href="https://app.smartsend.io/billing">Billing</Link>** <Icon icon="arrow-up-right" size={12} /> section.

    Simply click change subscription and choose the new one.

    See [Manage subscription](/fundamentals/billing#manage-subscription) for the step-by-step guide.
  </Accordion>

  <Accordion title="How do I cancel my subscription?">
    You can cancel your subscription the same place as you created it. **<Link href="https://app.smartsend.io/billing">Billing</Link>** <Icon icon="arrow-up-right" size={12} /> section.

    Simply click cancel on the subscription page.

    You will have access to all our the paid features for the remaining time of your current subscription period. Once the subscription period is over you will lose access.

    See [Cancel a subscription](/fundamentals/billing#cancel-a-subscription) for the step-by-step guide.
  </Accordion>

  <Accordion title="What happens after the 30-day free trial?">
    You can choose a pricing plan that fits your needs after the trial.
  </Accordion>

  <Accordion title="How are shipping costs calculated in Smart Send?">
    Shipping costs can be specified based on price, weight, and receiver country.
  </Accordion>
</AccordionGroup>

## Carriers and shipping

<AccordionGroup>
  <Accordion title="Can I use multiple carriers?">
    Yes. You can easily enter and use several shipping companies for the same webshop. Login to your Smart Send account and select **<Link href="https://app.smartsend.io/team/settings/carriers">Carrier Accounts</Link>** <Icon icon="arrow-up-right" size={12} /> in the menu in the top right corner. Here you can connect all your carriers.
  </Accordion>

  <Accordion title="Which carriers are supported by Smart Send?">
    Smart Send supports PostNord, GLS, DAO, Bring, Budbee, and Burd.
  </Accordion>

  <Accordion title="How do I get a carrier agreement?">
    Contact the carrier directly to get an agreement.

    See more info in [Carrier Connections](/fundamentals/carrier-connections).
  </Accordion>

  <Accordion title="Can I use Smart Send with multiple carriers simultaneously?">
    Yes, you can integrate with multiple carriers at once.
  </Accordion>

  <Accordion title="How easy is it to switch carriers within Smart Send?">
    It is designed to easily switch between integrated carriers.
  </Accordion>

  <Accordion title="Does Smart Send support international shipping?">
    Yes, Smart Send allows sending parcels worldwide.
  </Accordion>

  <Accordion title="Can I track all shipments through Smart Send?">
    Yes, tracking information is included with every shipment.
  </Accordion>

  <Accordion title="I cannot see my booking on the carriers website">
    There can be a delay from we send the data to the carrier until it appear on their website/system.

    If you still cannot see the bookings after some time, contact our support.
  </Accordion>
</AccordionGroup>

## Integrations and platforms

<AccordionGroup>
  <Accordion title="Can I use Smart Send if I have multiple webshops?">
    Yes, it supports multiple webshop integrations.
  </Accordion>

  <Accordion title="Can I print shipping labels directly from my webshop?">
    Yes, shipping labels can be printed directly from the backend of your webshop.
  </Accordion>

  <Accordion title="Can I customize shipping methods and prices?">
    Yes, you can set up various shipping methods, prices, weight limits, and receiver countries.
  </Accordion>

  <Accordion title="Can customers choose different shipping options at checkout?">
    Yes, various shipping options can be offered to customers.
  </Accordion>

  <Accordion title="How do customers choose a pickup point?">
    Customers can select a pickup point during checkout using the integrated Google Maps API.
  </Accordion>

  <Accordion title="Is Google Maps API setup required?">
    No, Smart Send includes the Google Maps API setup.
  </Accordion>

  <Accordion title="How does Smart Send ensure accurate pickup point selection?">
    By using an integrated Google Maps API.
  </Accordion>
</AccordionGroup>

## Account management

<AccordionGroup>
  <Accordion title="Can I change my email?">
    All information about your user can be updated in **<Link href="https://app.smartsend.io/settings/profile">User profile settings</Link>** <Icon icon="arrow-up-right" size={12} />, and team information in **<Link href="https://app.smartsend.io/team/settings/general">Team settings</Link>** <Icon icon="arrow-up-right" size={12} />.

    For security reasons then Smart Send cannot change your login information on your behalf once you have added personal information, created labels etc.

    You can always change your password by using the **<Link href="https://app.smartsend.io/forgot-password">forgot password</Link>** <Icon icon="arrow-up-right" size={12} /> page.
  </Accordion>

  <Accordion title="Can I export my shipments?">
    Yes. You can export your shipments from the **<Link href="https://app.smartsend.io/team/shipments">Shipments</Link>** <Icon icon="arrow-up-right" size={12} /> tab. Press the arrow from next to export and chose Excel.
  </Accordion>

  <Accordion title="Where can I find more detailed information about Smart Send?">
    Detailed information is available on our website and support pages.
  </Accordion>
</AccordionGroup>

## Shipments and labels

<AccordionGroup>
  <Accordion title="Can I delete shipments?">
    It is not possible to delete shipments in the Smart Send system once a label is booked.

    The booking data is sent immediately to the carriers and hence we cannot delete it afterwards. Note however that usually only actually shipped packages are invoiced by the carrier, so unused labels you have booked will not cost you anything.

    <Warning>
      If you have booked an Ad hoc pickup, you need to cancel the pickup separately with the carrier.
    </Warning>
  </Accordion>

  <Accordion title="Name / address is too long">
    Each carrier has their own accepted length of both receivers name and street address.

    Smart Send will show you a message if the input does not match the carriers specific rules. Please adjust the order and then book the label again.
  </Accordion>

  <Accordion title="Text does not fit the label">
    The labels are created by the carriers themselves, Smart Send only handles the data transfer to the carrier and has no control over the layout of the label itself.

    This means the carriers decide what is the correct amount of text and how to print it on the label.
  </Accordion>
</AccordionGroup>

## Customs and international

<AccordionGroup>
  <Accordion title="VOEC">
    VOEC (*VAT On E-Commerce*) numbers are unique identifiers issued by the Norwegian Tax Administration to businesses selling low-value goods to consumers in Norway. The VOEC scheme allows foreign sellers and online marketplaces to collect and remit Norwegian VAT at the point of sale, simplifying customs clearance and ensuring compliance with Norwegian tax regulations.

    Providing your VOEC number to Smart Send is important because it enables the correct declaration of your shipments to Norway. When you include your VOEC number, customs authorities can process your parcels more efficiently, reducing the risk of delays or additional charges for your customers.

    See how you add a VOEC customs number to your Smart Send account [here](/fundamentals/sender-information#customs-numbers).
  </Accordion>

  <Accordion title="What are Incoterms?">
    Incoterms (*International Commercial Terms*) are standardized trade terms published by the International Chamber of Commerce (ICC) that define the responsibilities of buyers and sellers for the delivery of goods in international transactions. They clarify who is responsible for shipping, insurance, import duties, and other logistics.

    In ecommerce, the most relevant Incoterms are <strong>DDP (Delivered Duty Paid)</strong> and <strong>DAP (Delivered at Place)</strong>:

    <ul>
      <li>
        <strong>DDP (Delivered Duty Paid):</strong> The seller is responsible for all costs and risks, including shipping, insurance, and import duties, until the goods reach the buyer's address. The buyer receives the goods without paying additional customs charges.
      </li>

      <li>
        <strong>DAP (Delivered at Place):</strong> The seller delivers the goods to the destination, but the buyer is responsible for import duties and taxes upon arrival. The buyer may need to pay customs charges before receiving the shipment.
      </li>
    </ul>

    Choosing DDP as the Incoterm means the customer pays all costs upfront and will not face additional charges at delivery, which improves conversion by providing a smoother buying experience.
  </Accordion>

  <Accordion title="What is SDR?">
    Special Drawing Rights (SDR) are international reserve assets created by the International Monetary Fund (IMF) to supplement member countries' official reserves. SDRs, introduced in 1969, are not a currency but represent a potential claim on freely usable currencies of IMF members, with their value determined by a basket of major currencies. SDRs help bolster reserve positions, facilitate currency exchanges, and aid in debt repayment. The table below provides the approximate exchange rate of 1 SDR and the value of 300 SDR in various currencies.

    | Currency              | Exchange Rate per SDR | Approx. value of 300 SDR |
    | --------------------- | --------------------- | ------------------------ |
    | Danish Krone (DKK)    | 9.86                  | \~3000 DKK               |
    | Swedish Krona (SEK)   | 11.56                 | \~3500 SEK               |
    | Norwegian Krone (NOK) | 11.90                 | \~3500 NOK               |
    | US Dollar (USD)       | 1.41                  | \~400 USD                |
    | Euro (EUR)            | 1.27                  | \~350 EUR                |

    Note: Exchange rates are approximate and can fluctuate based on market conditions. See current rates [here](https://www.imf.org/external/np/fin/data/rms_five.aspx)
  </Accordion>

  <Accordion title="What are Harmonized Tariff Codes (HS Codes)?">
    Harmonized Tariff Codes (*HS Codes*) are international product classification codes used by customs authorities worldwide to identify and categorize goods for import/export purposes. The HS system provides a standardized way to classify products, enabling accurate duty calculation and trade statistics.

    **Structure of HS Codes:**

    * **Chapter (2 digits):** Broad category of the product
    * **Heading (2 digits):** Sub-category within the chapter
    * **Subheading (2 digits):** Specific type of the product within the heading
    * **Tariff Item (2-4 digits):** Detailed product classification (varies by country)

    <Note>
      <strong>Example:</strong> A laptop computer might be classified as HS code <strong>8471.30.01.00</strong>:

      <ul>
        <li><strong>Chapter 84:</strong> Nuclear reactors, boilers, machinery and mechanical appliances</li>
        <li><strong>Heading 8471:</strong> Automatic data processing machines and units thereof</li>
        <li><strong>Subheading 8471.30:</strong> Portable automatic data processing machines, weighing not more than 10 kg</li>
        <li><strong>Tariff Item 8471.30.01.00:</strong> Laptop computers</li>
      </ul>
    </Note>

    HS codes are essential for international shipping as they determine applicable duties, taxes, and regulatory requirements for your products.

    For more details, see the official [WCO HS Nomenclature 2022 Edition](https://www.wcoomd.org/en/topics/nomenclature/instrument-and-tools/hs-nomenclature-2022-edition/hs-nomenclature-2022-edition.aspx).
  </Accordion>
</AccordionGroup>

## General

<AccordionGroup>
  <Accordion title="Smart Sends looks weird or broken in my browser">
    This issue can occur when your browser has not loaded the frontend assets correctly. The problem can be resolved by performing a *hard refresh*, which instructs the browser to fetch the assets again instead of using a corrupted cached version.

    **How to perform a hard refresh:**

    **On Windows:**

    * Press `⌃ (Ctrl)` + `F5`
    * Or press `⌃ (Ctrl)` + `⇧ (Shift)` + `R`

    **On Mac:**

    * Press `⌘ (Cmd)` + `⇧ (Shift)` + `R`
    * Or press `⌘ (Cmd)` + `⌥ (Option)` + `R`

    After performing a hard refresh, Smart Send should display correctly with all visual elements and functionality restored.
  </Accordion>
</AccordionGroup>