Contacting Customer Service
There are different options for contacting us, depending on your need.
For all contact options, see the Customer Assistance Guide.
For phone options only, call 1-877-ShipCSX (1-877-744-7279). See phone tree options below.
Phone Tree Options
To repeat options, press 0.
To return to previous menu, press #.
To return to the beginning of the prompts, press *8.
For all contact options, see the Customer Assistance Guide.
For phone options only, call 1-877-ShipCSX (1-877-744-7279). See phone tree options below.
Phone Tree Options
To repeat options, press 0.
To return to previous menu, press #.
To return to the beginning of the prompts, press *8.
| RAIL CAR SHIPMENTS | TASK | PHONE TREE OPTIONS |
| Shipment Info | Pricing | Options 5 - 1 |
| Divert or reconsign a shipment | Options 5 - 2 - 2 | |
| IVR-Request placement of loaded or empty cars and release empties using interactive voice response | Options 5 - 2 - 5 | |
| Touchtrace - Automated tracing | Options 5 - 3 | |
| E-Business Tools | Get help with ShipCSX or EDI | Options 2 - 1 |
| Problem Resolution | There are 2 options for inquiring about a shipment problem: | |
Use the ShipCSX Shipment Problem Resolution tool, under 'Trace' and 'Resources' tabs. Learn more or Log in now  |
||
| Call 1-877-ShipCSX. You will be prompted to enter your ShipCSX User ID and PIN to access. Learn more below or Register for ShipCSX |
Options 5 - 6 | |
| Freight Claims | Report freight damage or loss | Options 5 - 5 - 1 |
| Information on claims process | Options 5 - 5 - 2 | |
| Payment & Billing | Pay or dispute a freight bill | Options 5 - 4 - 1 |
| Incidental billing | Options 5 - 4 - 2 | |
| General Information | Option 6 |
Why a User ID and PIN for Calling Problem Resolution?
If you call the problem resolution option (option 5, option 6) to inquire about shipment transit issues, you need a ShipCSX User ID and Personal Identification Number (PIN).
(If you are an Automotive, Coal, Grain or Aggregate Unit Train Customer, or are calling from outside the United States or Canada, continue to use your current contact process.)
To Get Your ShipCSX User ID and PIN:
How this policy helps you:
What you need to know about User IDs and PINs:
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If you call the problem resolution option (option 5, option 6) to inquire about shipment transit issues, you need a ShipCSX User ID and Personal Identification Number (PIN).
(If you are an Automotive, Coal, Grain or Aggregate Unit Train Customer, or are calling from outside the United States or Canada, continue to use your current contact process.)
To Get Your ShipCSX User ID and PIN:
- If you are a registered ShipCSX user, your ShipCSX User ID remains the same. To find your PIN, log into ShipCSX and select "My Profile" at the top of the page. You will find your PIN in the Personal Information section.
- If you are not a registered ShipCSX user, you must complete the ShipCSX Registration Form . After you submit your registration, we will contact you about your User ID and PIN.
How this policy helps you:
- By verifying that you are authorized to access information about your company's shipments, we ensure that vital facts stay secure.
- Your call is automatically directed to the trained Customer Service team with which you need to speak.
- You get faster and more accurate responses to your questions.
- You also get a more efficient escalation process within our Customer Service team as they work to resolve your issues.
What you need to know about User IDs and PINs:
- Each User ID and PIN is unique to the individual who calls. If more than one person from your company calls Customer Service, each person is required to have his or her own User ID and PIN.
- Your ShipCSX User ID and PIN are only for telephone access to the Customer Service Problem Resolution option. Use your ShipCSX User ID and Password to access ShipCSX.com.
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