Here are 10 questions to ask before hiring a freight forwarder, and, just as important, how to read the answers. A freight forwarder who sounds confident on a sales call may still be vague about who clears your cargo, what happens when a vessel is rolled or what their quote leaves out. This guide gives you ten questions to put to any forwarder before you hire them, and for each one it describes what a strong answer sounds like and what should make you pause. Use it as a listening guide, and score each reply to compare candidates.
We also publish a shorter checklist of 10 questions to ask a freight forwarder. This version goes further by showing you how to judge the answers. For choosing the provider as a whole, see how to choose a freight forwarding company.
How to Use the Questions
Put the same ten questions to each candidate, ideally in writing, so that you can compare replies. Score each answer from 0 (evasive or wrong) to 2 (clear and specific), for a total out of 20. Treat any answer that avoids the question as a zero, and keep the written replies in your selection file.
The Ten Questions
1. What exactly is included in your quote, and what is excluded?
Strong answer: a scope that names the start and end points, the container or cargo basis, origin and destination charges, surcharges, validity and the usual exclusions such as duty, taxes and examination fees. Pause if: the answer is "everything" or "it's all-in" with no detail.
2. Which role do you play on this shipment: forwarder, NVOCC or carrier?
Strong answer: a plain statement of the role, and what it means for the bill of lading. Under US rules, 46 CFR 515.2 defines an NVOCC as a common carrier that does not operate the vessels and is a shipper in its relationship with an ocean carrier, so the answer tells you who you contract with and who is responsible. Pause if: they dodge the question or change terms mid-answer.
3. Who will clear my cargo at the destination, and are they licensed?
Strong answer: a named customs broker, in-house or partner, with the licence details. In India, Section 46 of the Customs Act, 1962 puts the bill of entry on the importer, and Section 146 requires a licence for customs brokerage at a customs station. Pause if: nobody can say who will file.
4. Who is responsible if the customs documents contain an error?
Strong answer: an honest account that the importer must ensure accuracy under Section 46(4A) of the Act, and that the forwarder will check your documents and flag inconsistencies. Pause if: they claim that using them removes all responsibility from you.
5. What do you need from me and my supplier, and by when?
Strong answer: a specific list: goods description, HS code, quantity, weights and dimensions, invoice and packing list, pickup details and dates, with deadlines tied to the cut-offs. Pause if: no list, or only "send us the details."
6. What are the cut-off dates, and what happens if we miss one?
Strong answer: clear document and port cut-offs, and an explanation of options and costs if cargo misses them. Pause if: they cannot name the cut-offs or play down the risk. Our guide to booking cut-off times explains why they matter.
7. How do you handle the verified weight and other regulatory steps at origin?
Strong answer: knowledge of the steps for your mode, such as the SOLAS requirement that the shipper declare the verified gross mass of a container before loading, as the IMO describes, and who will supply it. Pause if: they treat it as an afterthought.
8. How will you keep me informed, and who is my contact?
Strong answer: a named contact, a stated update routine, and a promise to tell you about schedule changes before you ask. Pause if: all updates depend on you chasing.
9. What happens when something goes wrong?
Strong answer: a concrete example, such as a held container or a rolled vessel, and what they did, with a description of how claims, liability limits and insurance work. Pause if: only reassurance.
10. Can you give me an example on a similar lane and cargo?
Strong answer: a relevant example, or a reference you can contact, with honest detail about what was easy and what was hard. Pause if: only generic claims.
Reading Your Scores
- 16 to 20: a strong candidate. Move to a trial shipment.
- 11 to 15: promising but with gaps. Ask follow-up questions in writing on the weak answers.
- 0 to 10: not ready for your business, however good the price.
The scores are a guide, not a formula. A single dangerous answer, such as "we don't know who will clear your cargo," can outweigh a high total.
Follow-Up Questions Worth Asking
- How long is this rate valid, and what happens if the sailing changes?
- What free time for storage and container use does the price include?
- How do you charge for corrections to documents after booking?
- What insurance options do you offer, and what do they cover?
- How do you handle a shipment selected for examination?
Our explainers on service level agreements and freight forwarding contracts show how the answers can be written into your agreement.
Mistakes to Avoid When Hiring
- Choosing on price before the scope is equal.
- Accepting verbal assurances that are not in writing.
- Speaking only to sales and never to operations.
- Not asking who issues the transport document.
- Skipping a trial shipment. See our guide to common booking mistakes.
A One-Page Scorecard
Copy this table and fill it in for each forwarder. Score each question 0, 1 or 2.
| Question | Forwarder 1 | Forwarder 2 | Forwarder 3 |
|---|---|---|---|
| 1. Included and excluded | |||
| 2. Role on this shipment | |||
| 3. Who clears at the destination | |||
| 4. Responsibility for document errors | |||
| 5. What you need from me | |||
| 6. Cut-offs and missed cut-offs | |||
| 7. Verified weight and regulatory steps | |||
| 8. Updates and contacts | |||
| 9. When things go wrong | |||
| 10. Relevant example | |||
| Total (out of 20) |
Phrases That Should Make You Pause
Some phrases signal an answer that avoids the question. Listen for them:
- "Don't worry, we take care of everything."
- "That's all included," with no list of what that means.
- "Customs is handled," with no name or licence.
- "We've never had a problem."
- "It depends," with no explanation of what it depends on.
- "Let's discuss that later," when the question is about cost or responsibility.
A confident, specific answer is usually short. A vague one is often long and soothing.
Why Written Answers Are Worth the Effort
Spoken answers fade and shift. Written answers let you compare candidates side by side, hold a forwarder to what it said and share the decision with colleagues. Send the ten questions by email, ask for replies in writing and keep them with the quotes in your selection file.
Turning Answers Into Terms
The best answers deserve to be written into your agreement. If a forwarder promises a named broker, a reply time, a reporting routine or a particular scope, ask for it in the quote, the booking confirmation or a short service agreement. Terms that exist only in conversation are hard to enforce. Our article on key clauses in freight forwarding contracts lists the points worth writing down.
When to Ask the Questions
Ask them at the quote stage, before you commit to a booking, so that the answers can shape your decision. Ask the follow-up questions again after a trial shipment, when you can compare what you were told with what happened. And repeat the key questions, especially on customs responsibility and charges, whenever the shipment changes in a way that could affect them.
Ask RR Brothers and Logistics the Same Questions
RR Brothers and Logistics is an NVOCC and international freight-forwarding company, and we are happy to answer all ten questions in writing. See our sea freight, air freight and customs clearance services, or send us your cargo details.
Frequently Asked Questions
Ask what the quote includes and excludes, what role the company plays, who clears your cargo and whether they are licensed, who is responsible for document errors, what they need from you, the cut-offs, how they handle weights, how they communicate, how they handle problems and for a relevant example.
Look for specific, written answers with names, dates and conditions. Vague reassurance, dodged questions or claims that you carry no responsibility are warning signs.
Yes. Written replies let you compare candidates fairly and give you a record if a dispute arises later.
In India, the importer who presents the bill of entry must ensure its accuracy and completeness under Section 46(4A) of the Customs Act, even when a broker files it. A good forwarder will check your documents.
Customs brokerage at an Indian customs station requires a licence under Section 146 of the Customs Act. Ask for the name and licence details of the broker who will clear your cargo.
Not being able to say who will handle customs at the destination, or who issues the transport document. If the basics are unclear, the rest of the service is likely to be too.
Sources
- Cornell LII: 46 CFR 515.2, definitions (NVOCC and ocean freight forwarder)
- CBIC: Customs Act, 1962 (Sections 46 and 146)
- IMO: Verification of the gross mass of a packed container (SOLAS)
This article is general information, not legal, tax or customs advice. Rules, rates and procedures change; confirm current requirements with the relevant authority or a licensed customs professional before you ship. Regulatory references were checked against the official sources listed above on 25 October 2026.
Image credits: header photo by Adrian Sulyok on Unsplash; photo by Jakub Żerdzicki on Unsplash. Used under the Unsplash License.
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