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Find answers, learn best practices, and get support for AI ShipMate.
Video Tutorials
Step-by-step video guides for getting started
Quick Help Guides
Get started quickly with these step-by-step guides.
How to classify a product
- 1Enter your product description in the search box
- 2Select the destination country
- 3Click "Classify" to get your HS code
- 4Review confidence score and alternatives
Understanding confidence scores
- 185-95%: High confidence - quick verification recommended
- 280-84%: Moderate confidence - add more details for better accuracy
- 3Below 80%: Add materials, features, or intended use
Managing your account
- 1View remaining credits in your dashboard
- 2Upgrade plans from the Pricing page
- 3Export lookup history from your profile
- 4Contact support for billing issues
System Status
All Systems OperationalCommon Issues and How to Fix Them
Most classification problems come from not enough detail. Here is what to check first.
Low Confidence Scores
Below 80% confidence usually means we need more information. Add these details to improve accuracy:
- Materials: 100% cotton, stainless steel, ABS plastic, genuine leather. Specifics matter because HS codes often differ by material.
- Function: What does it do? A bag that keeps things cold classifies differently from a regular bag.
- Form: Assembled or in parts? Finished or needs more work? These change the code.
- Industry: Medical, industrial, consumer? Same product can have different codes based on use.
Multiple Possible Classifications
When we show alternative codes, it means your product sits between categories. This happens with:
- Multi-use products: A phone case with a wallet classifies by primary function. Tell us which matters more.
- Sets and kits: A gift set might classify as the set itself or by its most valuable component.
- Mixed materials: Leather bag with textile lining? Classification follows the dominant material.
For products you ship regularly, get a binding ruling from customs. It takes a few weeks but gives you certainty.
Account and Credit Issues
Most account issues fix themselves with a refresh. If not, try these:
- Credits not showing: Log out, log back in. Credits update instantly but sometimes the page needs a refresh.
- Payment stuck: Check Account Settings. If your card declined, update it and try again. Contact us if it persists.
- Old history missing: We keep 90 days online. Need older records? Email us and we can export them.
When to Get Professional Help
We provide guidance, not legal advice. Some situations need a licensed broker:
- High-value goods: Over $10,000? Talk to a customs broker. The risk is not worth saving the fee.
- Regulated products: Food, drugs, chemicals, and weapons have special requirements beyond HS codes.
- Binding rulings: CBP (US) and ABF (Australia) issue official rulings. Takes 30-60 days but gives you certainty.
How to Get Better Results
Three things that make the difference between a quick classification and a customs headache.
Be Specific
Do not say leather bag. Say genuine leather messenger bag with brass hardware and cotton canvas lining, 30cm x 25cm. Material, function, dimensions, and construction all affect the code. More detail means better accuracy.
Verify Results
Cross-check with official sources. For the US, that is the USITC HTS database. For Australia, the ABF Tariff Classification. We give you a strong starting point, but official verification is always smart for new products.
Keep Records
Document your classification decisions. Why you chose that code, what details you considered, any broker advice you received. If customs ever asks questions, good records show you made reasonable decisions in good faith.
Need More Help?
Our support team is ready to assist you with any questions or issues.
Average response time: Within 24 hours