What are the new billing changes for Carolina Handling customers?  

Customers will receive invoices electronically rather than through the mail unless they choose both electronic and print delivery methods. Customers will receive invoice notifications to their email, and they can view, print, and pay invoices though the online billing portal.  

How will I know when my bill is available?

You will receive an email notification with a link to the invoicing/payment site. The email notification will also include a PDF attachment of your invoice.

Will I be trained on how to use the portal?

There will be no formal training on the customer portal. However, you can ask your Accounts Receivable Coordinator to review the portal with you, or email AR@carolinahandling.com for assistance. 

How do I get access to the online billing portal?

You can access the online billing portal by going to https://secure.billtrust.com/carolinahandling/ig/signin and clicking “Sign Up Now.”

When you sign up, you will be sent an activation link via email in to activate your online account. You may also need to contact AR@carolinahandling.com via email to request the Enrollment Token. 

Who will the activation email be sent to, and can multiple people have authority to log into the portal?

The email will be sent to the primary contact. This contact will serve as the administrator for the site and can add additional users with specified privileges. The invoice can be sent to multiple users as well. 

Will the invoice look different?

Yes. Carolina Handling will be redesigning customer invoices with a fresher look and feel. 

Can I pay invoices online?

Yes. In fact, we encourage customers to take advantage of the online payment method through ACH.

Do have to pay online?

At this time, online payment is not mandatory, but we encourage you to take advantage of this convenient service.

What payment method does the portal accept?

You will be able to pay via ACH or with a credit card. (Note there is a fee of 2.5% for all online credit card transactions.)

Since the invoices will be online, will I be able to receive a print bill as well? Is each invoice printable on the portal?

At this time, you can request to receive a print bill in addition to receiving an electronic notification. You will also be able to log into the portal to view, print and pay your invoices.

Will the bill of lading be available online?

At this time, the bill of lading will not be available in the portal.  

Will I be able to upload the bill of lading to the portal to keep with my invoices?

No. At this time, you will need to continue your current process for managing the bill of lading with the invoices.

How long will my records be available on the online portal?

Bills will be stored and viewable for one year. Invoices that were processed prior to the portal’s go live date will not be stored. Please contact Customer Service to request invoices prior to 9/1/21. 

Will the invoice be attached to the email notification?

Yes. The invoice will be attached to the email notification as a PDF.

If I choose to continue to receive paper bills, will I still be able to view the bills on the portal?

Yes. You will still be able to log into the portal to view, download, and pay your invoices regardless of whether you receive a paper bill.

Will each document have its own file, or will any of them be bundled together?

The files will be bundled together.

Can I complete my credit application online?

Yes. The credit application is available at the following link: https://applicant.creditapp.billtrust.com/applicant/5eb13887-9ab9-4b3b-8145-d8c69582c631/form/a749c3dc-9a32-4444-85e3-570d44a44df9