Customer Help Center

Where you work: Website "My Center" /me ｜ Sign-in: phone + SMS code

You work in the website's "My Center" /me. The left side is a grouped directory tree (Orders & Logistics / Billing & Wallet / Services & Messages / Account); it collapses and remembers state.

Common actions: 1) Place an order /waybill — fill in shipper, consignee and cargo card by card, pick optional value-added services, choose a payment method, accept the Safety Notice and submit; the success page shows your CEL- waybill number. You can also scan the QR code on a paper waybill to activate an order; drafts are kept for 14 days, and shipper info auto-fills from your address book. 2) Pay — for prepaid orders press "Pay" in My Orders to open the cashier: wallet balance / vouchers / coupons, or WeChat / Alipay / bank transfer. 3) Track /track — after signing in, enter the waybill number (results are listed per number), or ask the AI. 4) Top up the wallet and claim coupons /me/wallet. 5) Request invoices, 6) one-tap address book, 7) statement confirmation and online export for monthly-settled customers.

FAQ: quoting and tracking require sign-in first — you return to the same page afterwards; if a lane is outside the current online rate table, the quote is handed to human service with a WeCom contact; bulky cargo is billed by "chargeable weight = max(actual, volume × 200)", so enter accurate dimensions; legacy ZKY- or numeric-only numbers still work for tracking.

Where you work: Website "My Center" /me dealer area ｜ Sign-in: phone + SMS code

You work in the dealer / cloud-warehouse area of the website's "My Center" /me. After signing in, check that the "current organization" at the top-right is correct (it affects quote discounts).

Common actions: 1) B2B inbound — file an inbound forecast in /me cloud warehouse; the warehouse receives and shelves it. 2) Check inventory (by SKU/batch). 3) Drop-ship order / pick & ship — order from stock; the warehouse ships per pick tasks. 4) See agreement/discount prices — orders auto-apply your org discount or a customer-specific quote template. 5) Reconciliation & invoicing, same as customers.

FAQ: discount not applied → check the "current organization" is correct (discounts have validity windows); inventory mismatch follows the warehouse physical count, raise a support ticket to reconcile.

Where you work: Operations system (/portal/ops)

Ask a super admin to grant the ops domain. Common tools include order management, carrier selection and rates, tracking, exception handling, and order/work queries. Verify trial quotes after changing rates.

Scan management and PDA work belong to Warehouse; data import belongs to IT. Cross-module actions require the corresponding access. See /docs?sys=ops.

Where you work: Finance system cw.zhongkuaiyun.com (or /portal/finance) ｜ Domain: finance

Not enabled? Ask a super admin to "assign domain" and check "Finance".

Monthly actions: 1) Pre-billing check — run before issuing statements/invoices to catch missing/duplicate/abnormal orders (failures block you; fix per the prompts). 2) Customer statements — generate by customer/period (supports custom templates, multi-sheet, unit-price × qty line items) → push to customer for confirmation. 3) Reconciliation state machine — pending / confirmed / disputed, with dispute handling. 4) Invoicing — invoice confirmed statements, following "one order one invoice + amount ≤ order amount". 5) Receipts & collections (auto reminders). 6) Carrier settlement. 7) Financial report export.

FAQ: check blocks invoicing → fix missing/duplicate orders (with audit trail) then invoice; reminder emails not sent → SMTP must be configured, otherwise only in-app / WeCom.

Where you work: Support system kf.zhongkuaiyun.com (or /portal/cs) ｜ Domain: cs

Not enabled? Ask a super admin to "assign domain" and check "Support".

Daily actions: 1) Tickets — handle problem items/exceptions: accept → handle → route/resolve; "report a problem" from the order page lands here. 2) Live chat — reply to inquiries; offline customers get in-app / push notifications. 3) Customer feedback — review and handle, notify the customer of the outcome. 4) AI → human handoff — sessions a customer escalates land in support. 5) Publish announcements/news.

FAQ: customer says no reply received → check notification preferences (payment/support classes are must-deliver and can't be turned off); mind session ownership to avoid cross-talk (the system validates ownership).

Where you work: CECW Warehouse System (/portal/wms) ｜ PDA: CECW Warehouse PDA

Desktop (cc.): 1) Inbound — receive and count, shelve by location code, reconcile against the packing list; freeze + photo + report supervisor on discrepancy. 2) Outbound — pick task dispatch → pick → review → AI doc generation → carrier auto-booking, full document set retained. 3) Inventory/locations (7-segment code), tidy tasks. 4) Packing list / box code printing (Scheme X). 5) Inbound/outbound document "✓/✗" checklist confirmed item by item.

PDA handheld: on a shared device first "operator short-code sign-on" (per person); scan with the laser head, less typing. Inbound (scan waybill → scan location → enter count), outbound (scan goods per pick task → scan dock), counting, loading, putaway, box-label printing. See the PDA SOP card for details.

FAQ: PDA won't open → sign in to the internal workspace and reinstall from Staff Center → PDA client download; location won't scan → use the real location code (not the task ID); extra blank print pages already fixed.

Where you work: IT system it.zhongkuaiyun.com (or /portal/it) ｜ Domain: it

Common tasks: monitoring, performance and system status; logs and error reports; operation audit; login risk locks; API docs, uploads, data import, backup and recovery. See /docs?sys=it.

Account access, roles, global settings, login sessions, archive configuration and device authentication belong to Platform Governance, restricted to super admins. Verify real channel receipts after configuring credentials. Install PDA builds from Staff Center → PDA client download.

Where you work: All systems + the full /admin back office

In Platform Governance, open account access configuration at /admin/account-roles, verify the staff/account relationship, and assign Support, Warehouse, Finance, Operations, IT or HR domains. Warehouse uses the separate wms domain. Distinguish members from managers; verify the required pages and actions with the target account after saving.

Without explicit domains, role defaults may apply; clearing the configuration does not necessarily revoke all access. Platform Governance is restricted to super admins. See /docs?sys=platform.

Where you work: CECW Warehouse PDA (lands at /scan) ｜ Install: Staff Center → PDA client download

Installation: Staff Center → PDA client download. A 6-digit code binds the device; a 4-digit personal PIN starts the operator shift. Verify the current operator on shared devices.

For formal receiving, take a task from /scan/pending-count or /scan/inbound-tasks. /scan/inbound is temporary unloading entry and does not replace formal counting. /scan/outbound saves scan records; formal inventory follows WMS workflows. Other entries cover inventory counts, putaway, loading, relocation, amendments and box-label printing; follow the current task instructions.

Review old uncertain queues manually instead of blindly resending. Clear an incorrect scan before retrying. The soft-keyboard switch is in Field Settings. See /docs?sys=wms; real devices and printers still need onsite acceptance.