Agent Operations Guide
A complete guide for managing sub-customers, quoting, ordering, and financials on the ShipOnlines agent platform.
ShipMayComplete agent guide: sub-customer management, quoting, ordering and reconciliation.
Table of Contents
1. Agent Overview
As a ShipOnlines Agent, you act as an intermediary between ShipOnlines and your end customers. You manage your own sub-customers, set your own markup, and earn the price difference.
As aShipMayagent, you sit between the platform and end customers — managing your own sub-customers, setting your markup and keeping the spread.
Sub-Customer Management
Create and manage your own customers. Each sub-customer has a separate account and can log in independently.
Create and manage sub-customers, each with independent account and login.
Unified Wallet
All sub-customer orders are charged from your agent wallet. You collect payment from sub-customers independently.
All sub-customer orders are debited from your agent wallet; you collect payment from sub-customers yourself.
Markup Control
Set your own markup rules per service type (LTL/TL/Drayage/Package) or per customer.
Set markup rules by service type or by customer.
White-Label Domain
Use your own domain with your company logo and branding on the login page.
Use your own domain，the login page displays your company logo and brand。
2. Dashboard
Your agent dashboard provides a real-time overview of your business.
Agent dashboard provides real-time business overview.
Access Dashboard
Click "Agent Dashboard" in the left sidebar menu after logging in.
After logging in, click the left menu. "Agent Dashboard"。
KPI Cards
View key metrics: Sub-Customer count, Total Orders, Revenue, and Profit (your L3 markup earnings).
View key metrics: sub-customer count, total orders, revenue, profit (your L3 markup earnings).
Wallet Overview
See your wallet Balance, Frozen amount (in-progress orders), and Available balance at a glance.
See wallet balance, frozen amount (orders in progress), and available balance at a glance。
Recent Orders
Quick view of the latest 10 orders with customer code, mode, amount, and status. Click any order to view details.
Quickly view the last 10 orders, including sub-customer code, transport mode, amount, and status. Click to view details.
3. Sub-Customer Management
View Sub-Customers
Go to Customer Management → Sub-Customer List. See all your sub-customers with their code, company, order count, credit limit, and balance.
Enter Customer Management → Sub-customer List, view all sub-customer information.
Create Sub-Customer
Click "Create Sub-Customer" button. Fill in company name, email, phone, and set a password. The sub-customer account is immediately active and can log in.
Click "Create Sub-Customer", fill in company name, email, phone, and password. The account takes effect immediately, and sub-customers can log in right away.
Billing & Credit Settings
Click "Settings" on any sub-customer to configure billing mode (Prepaid/Credit) and credit limit. This limit controls how much that sub-customer can order before being blocked.
Click sub-customer "Settings" Set billing mode and credit limit. The limit controls the maximum amount of orders this sub-customer can place。
Customers registered via your custom domain are automatically linked to your agent account after admin approval.
4. Credit & Billing
All sub-customer orders are billed to your agent wallet. You manage sub-customer credit limits as your internal control.
All sub-customer orders are deducted from your agent wallet. Sub-customer credit limits are your internal management tool.
How Billing Works
1. Sub-customer places order
2. Your agent wallet is frozen for the order amount
3. After order completes, frozen amount is deducted
4. You collect payment from sub-customer on your own terms
1. Sub-customer places order
2. Freeze order amount from your agent wallet
3. Deduct after order completion
4. You collect from sub-customers on your own terms
Sub-Customer Credit Limit
Set a credit limit per sub-customer to control their maximum order value. The system checks: existing active orders + new order ≤ credit limit. If exceeded, the order is rejected.
Set credit limit for sub-customer to control maximum order amount. System checks: existing order total + new order ≤ limit; if exceeded, order is rejected.
Please ensure your agent wallet has sufficient balance. Even if the sub-client's credit limit is not used up, if your wallet balance is insufficient, the order will be rejected.
5. Proxy Quoting
Select Sub-Customer
On any quoting page (LTL/TL/Drayage/Package), a blue bar appears at the top showing "Quote for Sub-Customer". Select the sub-customer from the dropdown.
On any RFQ page (LTL/TL/Drayage/Package), a blue bar is displayed at the top. "Client Rate Quote"，Select sub-customer from dropdown menu。
Fill in Shipment Details
Enter origin, destination, freight details as usual. The quote will be created under the selected sub-customer's account.
Fill in origin, destination, and cargo info as usual. RFQ will be created under the selected sub-customer's account.
View Dual Pricing
On the quote results page, you will see two price columns: "My Cost" (your cost from platform) and "Customer Price" (the price your sub-customer pays, with your L3 markup applied).
On the quote results page, you will see two price columns:"My Cost"（Platform cost）and "Customer Price"（Sub-customer price includes your L3 markup）。
Place Order
Select a quote and proceed to place order. The order amount will be frozen from your agent wallet.
Select quote and tender. The order amount will be frozen from your agent wallet。
If no sub-customer is selected, the rate quote and order will be created under your own agent account.
6. Order Management
View All Orders
Your order list shows all orders from you and your sub-customers. Each order card shows a purple badge with the sub-customer code (e.g., "TRCO") for easy identification.
Your order list displays all orders between you and your sub-customers. Each order card has a purple label showing the sub-customer code。
Filter by Sub-Customer
Use the "All Sub-Customers" dropdown in the filter bar to view orders from a specific sub-customer only.
Use the filter bar's "All Sub-Customers" Dropdown menu filters orders by subcustomer.
Order Detail — Agent View
In order detail, you see "My Cost" and "Customer Price" cards instead of a single amount. This shows your cost from the platform vs. the price charged to your sub-customer.
In the order details, you will see "My Cost" and "Customer Price" Cards show platform cost and sub-customer sell price respectively。
Sub-customers can also log in to view their own orders, but can only see the "customer price", not your cost or platform cost.
7. Pricing & Markup
Your markup rules determine how much extra you charge on top of the platform price.
Your markup rules determine how much extra is charged on top of platform prices.
Three-Layer Pricing
L1: Carrier cost + carrier markup
L2: Platform markup (you see this as "My Cost")
L3: Your agent markup (difference between My Cost and Customer Price)
L1: Carrier Cost + Carrier Markup
L2: "My Cost"）
L3: Your agent markup (difference between My Cost and Customer Price).
Markup Rules
Your markup rules are configured by the platform admin. Rules can be set:
- Per service type (LTL/TL/Drayage/Package)
- Per specific sub-customer
- As percentage or flat amount
- With min/max caps
Markup rules are configured by platform admin, support setting by service type, customer, percentage or fixed amount.
You cannot see the details of the carrier's original cost (L1) or platform markup (L2). You can only see the total cost and the customer sell price.
8. Wallet & Transactions
Access Wallet Details
Go to Customer Management → Wallet Details to view your transaction history.
Enter Customer Management → Wallet Details View transaction records.
View Transactions
See all transactions: top-ups, freezes, deductions, refunds. Each entry shows the account (your code or sub-customer code), amount, balance after, and related order number.
View all transactions: top-up, freeze, deduction, refund. Each record shows account, amount, balance, and associated order number.
Filter by Account
Use the account dropdown to filter transactions for a specific sub-customer or view all accounts.
Use the account dropdown to filter by sub-customer, or view transactions for all accounts。
Top Up
To add funds, go to Account → Wallet and submit a top-up request with payment proof. The admin will review and approve.
Please go to top-up Account → Wallet Submit top-up request and upload payment proof，wait for admin review。
9. Reports & Export
Agent Reports
Go to Customer Management → Agent Reports. View KPIs: sub-customer count, total orders, revenue, profit, and wallet balance. The table shows each sub-customer's order count, revenue, credit limit, and balance.
Enter Customer Management → Agent Report, view KPIs such as sub-customer count, total orders, revenue, profit, wallet balance, and detailed statistics for each sub-customer.
Export CSV
Click "Export CSV" on the Dashboard or Reports page to download all order data. The CSV includes: Order No, Status, Mode, Customer, Company, My Cost, Customer Price, Profit, PRO#, and Date.
Click on the dashboard or report page "Export CSV" Download all order data, including order number, status, mode, customer, cost, sell price, profit, etc.
Quote History
View your inquiry history at Orders → Quote History. Use the sub-customer dropdown to filter by specific sub-customer.
At Order → Rate Quote History View RFQ history; filter by sub-client dropdown.
10. Custom Domain
You can use your own domain to provide a white-label experience for your customers.
You can use your own domain to provide customers with a branded experience.
Domain Setup
Contact the platform admin to configure your custom domain (e.g., tms.yourcompany.com). You need to point your domain's DNS to our server.
Contact platform admin to configure custom domain. You need to point the domain's DNS to our servers.
Branding
Your company logo and name will be displayed on the login page when accessed via your domain. The platform admin configures these in your agent settings.
When accessed via your domain, the login page will display your company logo and name. Configured by the administrator in agent settings。
Auto-Binding
Customers who register through your domain are automatically linked to your agent account after admin approval. No manual binding needed.
Customers who register via your domain are automatically bound to your agent account after admin approval, without manual operation.
11. Order Approval ）
If you have promoted a sub-customer to a 2nd-level agent, orders placed by that agent (and by their customers) are held for your approval before being sent to the carrier. You bear the credit and payment for your entire downline — so nothing ships until you approve.
If you have upgraded a sub-customer toSub-Agent, orders placed by this second-level agent (and its customers) will first Awaiting your review Only dispatch the carrier. You are responsible for the credit and payment of the entire downstream chain, so if you don't approve, the order will not be sent.
Open Pending Approvals
Go to Customer Management → Pending Approvals (Customer Management → Pending Review Orders). All orders from your 2nd-level agents waiting for your approval are listed here.
Enter Customer Management → Pending Orders, here are all secondary agent orders awaiting your approval.
Review Details & Correct
The list shows sub-account, mode, Your Cost (what you pay the platform) and End Price (what the end customer pays). Open an order to review the full shipment: origin/destination, cargo (commodity, NMFC, dimensions L×W×H, weight, class, pieces, packaging), selected services / accessorials, reference numbers, special instructions, and cargo flags (Hazmat / Fragile / Battery / Stackable). You may correct non-pricing fields inline — commodity, NMFC, contact, address, notes — then click Save Correction. To change anything that affects the quote (city / ZIP, weight, class, pieces), use Reject & Return instead.
List displays ordering party, mode,Your Cost(the price you pay the platform) andTerminal Price(the price the end customer pays). Click the order to view.Complete Freight InformationNMFCDimensions Length × Width × Height、weight、Class、pieces、packaging）、Selected services、Reference No、special instructions，and cargo marks（dangerous goods/fragile/battery/stackable）。Can be on-siteCorrectionFields that do not affect the quote——product name、NMFC、contact、address、remarks——then clickSave Corrections. If you want to change items affecting quote (city/ZIP, weight, Class, pieces), please use insteadReject Return。
Approve or Reject
Click "Approve " to release the order — it then proceeds to the carrier. Click "Reject " to return it. The order cannot ship until you approve.
Click "Approve" Release，only then is the order sent to the carrier；click "Reject" Returned. The order will not be dispatched until you approve.
Trust an Agent — Skip Approval ）
In Sub-Customer List, on a 2nd-level agent row, use the "Needs Review / Exempt" toggle. Setting it to skip lets that agent's orders go straight to the carrier without your approval — you still bear the cost.
At Sub-customers Among them, the sub-agent row has "Needs Review / Exempt" Toggle. When set to auto-approve, this agent's orders bypass your review and go directly to the carrier (costs still borne by you).
Only applies when you have a second-level agent; orders from your own direct customers do not go through this review. The approval authority is in your hands—before you approve, the platform cannot send the order to the carrier.
12. FAQ
No. Sub-customers can only see the final 'customer price', not your cost or any markup details。
Sub-customer tenders will be rejected and prompted with "Insufficient Balance". Please top up the agent wallet first. The sub-customer's credit limit does not affect the wallet balance check。
This is your internal control tool. It limits the total amount of active orders for sub-clients. For example, with a credit limit of $10,000 and $7,000 already placed, only $3,000 more in orders can be placed.
Markup rules are managed by the platform admin. ContactShipMaysupport to adjust your markup.
Collections between you and your sub-customers are yours to manage;ShipMayis not involved. Use the CSV export to produce order reports for billing them.
Yes. Sub-customers log in with their own accounts to tender orders, and the order is still deducted from your agent wallet. Sub-customers see the "customer price" that includes your markup。
Need Help? ？
Contact ShipMay support for account setup, markup configuration, or domain setup.