When an item doesn't fit: your options

Once in a while, a package arrives at the warehouse and cannot travel in your container — it may be too big for the space left, or too big for that container type entirely. When this happens, we never decide for you. The app flags it and puts the choice in your hands.

How you'll know

You will get a notification, and the container's card on your shipments screen switches to an action-required state with a resolve button. Opening the container shows the flagged item, with the photo our team took, so you can see exactly what we are holding.

Your options

Depending on the situation, the app offers you choices such as:

• Move it to a new container. Purchase another container and we transfer the item into it.
• Ship it on its own. The item becomes a standalone large item. The warehouse team confirms its details and it is invoiced for individual shipping — you pay its invoice, and it sails by itself.

The app always shows you the exact options available for your specific item — pick one and confirm.

Why acting matters

Until you choose, the item waits at the warehouse and does not board a voyage — and if it was meant for a container that locks in the meantime, resolving it promptly keeps the rest of your shipment on schedule. The action-required flag stays visible until it is settled, so nothing slips through quietly.