Self-serve answers for Support, Sales CSAs and partner resellers · searchable · works offline
4.7.0
ARTICLEAudience: all · updated for 4.7.0
How Rate Guard protects your quotes
Rate Guard locks the fuel-surcharge component of a quote against mid-conversation price spikes above your configured threshold.
The mechanics in 30 seconds
Arming: toggle Rate Guard before sending any quote (in-app tour available).
Threshold: per-company default ±5%; CSAs can adjust within permitted bands.
Trigger window: protection runs from quote-send until quote-expiry (default 72h).
Settlement: if the fuel index moves beyond threshold inside the window, the original surcharge is honored automatically and the delta is booked to Nordwind's hedge account — never billed to your customer.
What it does not cover
Toll or customs volatility; multi-leg requotes after customer edits; quotes sent while arming was still pending confirmation.
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Configuring thresholds & permissions
Open Settings → Surcharge policy → Rate Guard.
Set company default band (±3% to ±10%). Wider = safer margin for you, higher premium line.
Role scoping: only Finance Admin may raise beyond ±7%; CSA edits within their band log an audit entry.
Per-quote override allowed during send dialog; must be re-selected each time (no silent stickiness — compliance requirement).
Audit trail: every change lands in Reports → Policy audit, exportable CSV.
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Billing & settlement FAQ scenarios
Three worked examples straight from pilot tickets:
Spike under threshold: no protection event, normal invoice — check with the Finance toggle "show RG events" to prove it.
Spike over threshold, quote expired: protection lapsed at expiry; the new conversation gets fresh rates — this is by design to avoid infinite hedges.
Customer edited the quote: edited quotes invalidate RG — a revised quote requires re-arming.
FAQtop-5 predicted questions from pilot analysis
Frequently asked at launch
Does Rate Guard cost extra?
It's included in Growth plan and above; Enterprise gains configurable bands up to ±10%. Starter-plan users see an upgrade prompt instead of the toggle.
What happens if I forget to arm a quote?
No retroactive protection. The compose dialog shows a one-click "arm now" nudge for eligible plans until the quote is sent.
Can partners see our internal thresholds?
No — resellers only see armed/unarmed status on shared quotes. Band values stay account-private.
Why did protection lapse mid-negotiation?
Most cases: the quote expired (72h default) or was edited by the customer side. Both stop the clock deliberately.
Who do we call when the index feed is down?
Status page first (status.cargodesk.io). Feed outages pause new arming but never cancel already-armed quotes — they're contractually honored.
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