FAQ

FREQUENTLY ASKED QUESTIONS

orcas support is here to help. Learn more about frequently asked question and  topics and find resources that will help you with orcas.

FAQ

ACCOUNT

1

What is orcas?

With orcas by your side, you can manage all your transport digitally, which you have either requested via our marketplace or received directly from us.

From the acceptance of the transport all the way to editing your license plates by yourself, you can track and trace all important steps between you and sennder digitally.

2

Why does a white-page open when I click the activation link?  

You've received the activation link by email in order to activate your orcas access. If you are redirected to a blank page when you click on it, it means that orcas might not function with the browser you are using. Please try again using a different browser such as Chrome or Firefox.

3

How can I reset my password?

Go to https://orcas.sennder.com/auth/forgot-password and enter your email address. As soon as you click "Send a password reset link", you will receive an email with further instructions.

If you have not received an email when you please contact support@sennder.com.

4

When should I change my password?

As soon as you are activating your account you are being asked to set up a new password for security reasons.

You can also change your password if you feel like it is not safe anymore or reset it if you forget it. 

5

How can I create an orcas account for my colleagues?

Click on the account icon in the top right corner and select "Invite team member(s)" from the drop down menu. You can then choose the people you want to invite. They will then get an email with an activation link to orcas. 

If those you would like to invite are not listed, please send us an email to support@sennder.com with the following information about the person: 

  • Salutation
  • First name
  • Last name
  • Email address
  • Phone number

They will then receive an email from us with the activation link. 

FAQ

PURCHASE

1

How can I submit an offer on a load?

Under the tab "Marketplace" you will find all loads that sennder is currently offering. You can filter these accordingly using various filters such as Loading or Unloading Time or Country.


If you have found a load that interests you, you can "Request" it. You will then see a suggested price and be able to submit your offer using the pop-up window.

2

How can I submit a counter offer if my first offer was rejected?

If your first offer on orcas was rejected, you can contact your responsible contact person at sennder to go through the details of the rejection together. Your Partner Manager can then give you further instructions on how to submit another offer. 

FAQ

TRANSPORT MANAGEMENT

1

How can I find or filter my loads on orcas?

To find your loads in orcas, you can filter them by different criteria under the tab "My Loads". These include: 

  • Reference Number
  • Timeframe
  • Loading or Unloading Country
  • ZIP Code or City 

Or by the Status of your loads: 

  • Upcoming 
  • Ongoing
  • Completed
  • Canceled 
  • or View All 

2

How can I add license plates on orcas?

orcas allows you to enter your license plates yourself. Just find your load and click on the

  symbol on the far right. You can then enter your license plate number and confirm the change with "Confirm Details". 


You can also enter your license plates directly in the load. Simply scroll to the bottom of the page and confirm the change with "Confirm Details".

FAQ

POST-DELIVERY ADMINISTRATION

1

How can I upload my Proof of Delivery's?

Once we grant you access to orcas, we ask you to upload your shipping documents (PODs, pallet paper, etc.) directly to orcas in order to initiate your credit note.

To do this, search for your load using your order number, and select it. In the field "Upload PoD documents" you can either select the relevant documents or drag them in. Please note that we can no longer accept documents by email. 


A video tutorial and a more detailed explanation can be found here.

2

Can I check the payment date for my loads in orcas?

Unfortunately, it is not yet possible to check the payment date of your load on orcas. 

You may however check the payment date of your loads on every credit note sent out by us. 

If you have not received your payment in the time specified by us after uploading your documents, please write an email to finance@sennder.com or contact your responsible contact person at sennder.

FAQ

ASK US

1

What do I do if my question is not listed here or my problem is still not resolved?

If your question was not listed here or the provided answers did not resolve your problem, you can submit your question here. Our team will contact you as soon as possible to help you. 

INFO

CONTACT

+49 30 3080 9357

info@sennder.com

sennder GmbH
Genthiner Straße 34, 

10785 Berlin, Germany

LANGUAGE

© 2020 sennder GmbH