Air Cargo Customer Guide

Chapter 1 — What This Guide Is For

You receive air cargo shipments from your supplier. This portal lets you look up your shipments by AWB number, see live status, and pay invoices.

What's an AWB?

An AWB (Air Waybill) is the airline's tracking number for an air cargo shipment. Format usually looks like 123-12345678 or CX1234567890 — three-digit airline prefix followed by an 8-digit serial. Your supplier gives you the AWB number when goods are booked onto a flight. From there you can track everything in this portal.

What you can do here

• Type any AWB number you have access to and see its current status.
• See the full event timeline — booked, in transit, arrived, delivered.
• Get origin and destination airport codes, flight number.
• View invoices for the shipping costs and storage fees.
• Pay invoices online.

Chapter 2 — Logging In For the First Time

Before you start

• You've received an invite email from your air cargo supplier.
• The portal URL is in the email — looks like www.trenvar.com/yoursupplier/login.
• Use a current browser (Chrome, Edge, Firefox, Safari).

Walkthrough

1. Open the invite email. Click Accept invitation.
2. Pick a strong password — at least 12 characters with letters, numbers, and symbols. Type it twice. Click Set password & continue.
3. Sign in with your email and the new password.
4. You land on your home page — typically the AWB Lookup screen.

Chapter 3 — Finding Your Way Around

The screen layout

• Top bar — your supplier's logo on the left, your initials on the right (Profile, Sign out).
• Sidebar (left) — AWB Lookup (your main screen), Invoices, Wallet (saved payment methods).
• Main area — whatever you clicked.

Your home screen

You'll typically land directly on AWB Lookup — a search field at the top of the page where you can paste any AWB number. Below the search field, you'll see a list of AWBs you've recently looked up.

Chapter 4 — Looking Up an AWB

This is what you'll do most often. Paste an AWB number, click Look Up, see live status.

Walkthrough

1. Click AWB Lookup in the sidebar (or it's your default home).
2. You see a search box: "AWB Number".
3. Type or paste the AWB number. Spaces and dashes are fine — the system normalizes the format automatically. 123-12345678, 123 12345678, and 12312345678 all work.
4. Click Look Up.
5. Within a few seconds, the result panel appears with the AWB's current status, origin → destination, flight number, and the full event timeline.

Worked example

Your supplier emails you saying "your shipment is on AWB 160-12345678." Steps:

1. Open the portal, sign in.
2. On AWB Lookup, paste 160-12345678 into the search box.
3. Click Look Up.
4. After about 5 seconds, you see: Status: in_transit, Origin: HKG, Destination: YVR, Flight: CX838.
5. Below that, the event timeline shows when the shipment was booked, when it departed Hong Kong, and any updates since.

Recently viewed

Below the search box, the page shows the last several AWBs you've looked up. Click any of them to re-open without retyping the number. The list updates as you look up new AWBs.

Chapter 5 — Reading the AWB Status Timeline

When you open an AWB, the result page has three main sections:

Header

• AWB number (normalized format).
• Current status — a colored pill (see Chapter 6 for what each status means).
• Origin → Destination — three-letter airport codes (HKG = Hong Kong, YVR = Vancouver, JFK = New York, etc.).
• Flight number — the most recent flight (e.g., CX838).
• Last synced — when the data was last refreshed from the carrier.

Event timeline

A vertical timeline showing every event the carrier has reported, newest at the top:

• Status (e.g., "Departed origin").
• Location (airport code).
• Timestamp.
• Optional details (e.g., "Loaded onto flight CX838").

Scroll down to see older events. The bottom of the list is the original booking event.

Force refresh

Cached data is good for 15 minutes. If you suspect newer data exists at the carrier, click Force Refresh at the top of the result panel — it skips the cache and fetches live data. (Use sparingly; the carrier's API has limits.)

Chapter 6 — Understanding the AWB Statuses

Chapter 7 — Viewing and Paying Invoices

Viewing invoices

1. Click Invoices in the sidebar.
2. You see all your invoices: number, date, total, status (issued, paid, overdue).
3. Click any invoice for detail: line items (typically air freight, storage, handling fees), tax, total due, due date.
4. Click Download PDF for a printable copy.

Common invoice line items in air cargo

Paying online

1. Open an issued invoice.
2. Click Pay Now. Stripe Checkout opens in a new tab.
3. Enter card details (or pick a saved card from Wallet).
4. Click Pay. Status flips to Paid within seconds.

Other payment methods

For wire, ACH, or bank transfer payments, contact your supplier directly. They'll record the payment manually and your invoice status will update.

Chapter 8 — Common Problems and How to Fix Them

"I can't sign in"

• Try password reset: on the login page click Forgot password?, enter your email, follow the link.
• Still stuck? Email info@trenvar.com.

"AWB not found"

• Check that you've typed the AWB number correctly. The format is usually NNN-NNNNNNNN (three digits, dash, eight digits).
• If the format is right, your supplier may not have linked this AWB to your account yet. Contact them.
• Some AWBs take a few hours to register at the carrier — try again later.

"Status hasn't updated for hours"

• Air cargo events sometimes have gaps — flights, customs holds, transfer windows. A 6-12 hour silence is normal between events.
• Click Force Refresh to bypass the 15-minute cache and fetch the latest from the carrier.
• If silence is much longer (24+ hours) and the status isn't a "final" one (delivered, cancelled), contact your supplier.

"Status shows Exception"

• Contact your supplier immediately. Common causes: customs hold, missing paperwork, damage, missing pieces.
• Your supplier has the detailed reason and can act on your behalf.

"My order is delivered but I haven't received it"

• "Delivered" means the carrier handed cargo to the consignee. If your business has a forwarder or broker handling the last leg, contact them.
• If you are the consignee, check with your receiving location — sometimes it's been delivered to a different door or department.

"Payment failed"

• Stripe shows the reason: declined, expired card, insufficient funds. Try another card.
• If multiple cards fail, your bank may be blocking — call them.

Chapter 9 — Getting Help

Inside the portal

• The AWB Lookup recently-viewed list is your fastest reference for "what shipment was that again?"
• The Invoices tab is the fastest reference for billing history.

Outside the portal

• Your supplier — for AWB-specific questions, exceptions, customs holds, billing, missing AWBs. They have the full context.
• The carrier directly — if you have a direct relationship with the airline (e.g., Cathay Pacific Cargo) you can also use their public tracking site for a sanity check.
• Trenvar support — for portal/platform issues that aren't account-specific.

End of Air Cargo Customer Guide  ·  v1.0  ·  May 2026