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CargoWise users handling British and Japanese customs declarations suffered messaging delays on Wednesday, while the backlog had been fully cleared the following morning.
Customer notifications seen by 载星 show WiseTech acknowledged an issue affecting message responses at 10.37am on 28 October. At 11.24, it confirmed that GB and Japan customs messaging were “particularly impacted”.
One UK forwarder said the disruption prevented its team from processing customs entries normally for much of the working day, leaving customers waiting and staff struggling to provide useful information.
The forwarder said its biggest concern was the impact on customers, that were “waiting and complaining”, adding “while operationally, we had very little we could tell them about when normal service would resume”.
WiseTech’s initial notification said its senior eServices team was investigating backlogs. Subsequent updates at 12.04 and 14.07pm said engineers were working on mitigation, before a 3.51pm notice reported backlogs ‘processing slowly’.
Customers were instructed not to resubmit messages awaiting replies, as this would worsen the backlog and could cause confusing rejections once both messages were delivered.
The forwarder criticised the support and escalation process, saying its team had followed the established reporting route, but received little actionable information as customer complaints mounted.
“My concern isn’t that a system outage happened, as clearly there will be occasions outside our control. It’s whether we have a strong enough escalation and communication process when it does happen,” the source said.
WiseTech’s notices show recovery work continued into the evening. At 8.47pm, the company said the backlog across most queues had been processed, but teams remained ‘engaged on the core issue’ and working towards full restoration.
At 8.33am yesterday, it confirmed that the backlog had been fully processed, and messaging services had recovered. However, it added that teams would continue monitoring while addressing the underlying issue.
The notifications span almost 22 hours, between acknowledgement and recovery confirmation, although they do not establish how long individual customers had been affected. The number of users impacted and the root cause remain unclear. 载星 has asked WiseTech Global to comment.
The disruption follows a separate CargoWise outage reported by 载星 in June, when customers in several countries experienced log-in failures and electronic messaging problems. WiseTech subsequently attributed that incident to a faulty data update.