CARM Frequently Asked Questions

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CARM Frequently Asked Questions

Comprehensive CARM Monitoring FAQ

This FAQ answers general questions for effectively managing your CBSA CARM account, independent of your chosen JORI monitoring option. CARM Monitoring Premium (Option 3) is the best choice for importers looking for proactive and experienced compliance support.
How Does the CARM Payment Cycle Work? Understanding the payment cycle is key to remaining compliant and avoiding interest or penalties. Here’s how it works:
  • CARM payments are due 10 weekdays after the 17th of each month. This means the due date changes slightly each month, depending on weekends and holidays.
  • JORI issues a monthly statement around the 17th of each month, detailing all JORI charges along with any CBSA charges paid by JORI on your behalf.
  • Payment for Canada Customs transactions must be received by JORI by the 25th of the current month to ensure that JORI makes the payment to CBSA on time. If payment is received after the CARM payment due date, the CBSA may impose penalties and interest begins to accrue.
What Happens If I Don’t Pay My CARM Balance? Unpaid balances are not just a bookkeeping issue. They have real consequences:
  • Daily interest charges accumulate on all overdue amounts. The longer the balance remains unpaid, the more costly it becomes.
  • Increased CBSA scrutiny is triggered when a company consistently carries overdue balances.
  • Suspension of importing privileges is possible if balances are severely overdue or compliance history is poor.
Recommendation: Pay your balances as soon as they are due. If you need help understanding your current position, contact your JORI broker or log into your CARM portal.
Why Don’t the Amounts on the JORI Statement of Account Match the JORI CBSA Statement? It’s common for importers to notice differences between these two reports. Here’s why:
  • The JORI CBSA Statement includes only customs-related charges—such as GST, duties, and other fees – on Canada Customs transactions that remained unpaid on the 25th of the month. JORI did not remit payment to the CBSA for these transactions.
  • The JORI Statement of Account includes all JORI invoices, including freight, warehousing, service fees, and brokerage, in addition to CBSA charges that JORI submits to the government on your behalf, if any.
Bottom line: The JORI CBSA Statement is designed to mirror your CARM portal and should be used for customs reconciliation, while the JORI Statement of Account reflects your total balance owing to JORI.
Why Is There a Difference Between the balances of the CARM Portal and the JORI CBSA Statement? Discrepancies may stem from a variety of factors. Here’s what to look for:
  1. Transactions Processed by Other Customs Brokers
    • Other brokers may have entered transactions that JORI cannot see: ensure those brokers are remitting payments on your behalf.
    • Avoid duplicate payments by confirming what each broker has billed and paid to the CBSA.
  1. JORI’s Limited CARM Portal Visibility
    • If JORI does not have full visibility permissions on your CARM portal, any CARM reports we provide will only reflect transactions handled by JORI, excluding those managed by other parties. To ensure you receive complete and accurate information when utilizing JORI’s CARM Monitoring services, granting JORI full account visibility is strongly recommended.
  1. Duplicate Payments
    • Check to make sure that you and your broker haven’t both made payments for the same transactions on the CARM portal.
    • Cross-check your payment history in the CARM portal and on your brokers’ reports.
  1. Amendments Made in the CARM Portal
    • If changes are made to a customs transaction after the 17th, these may not reflect in JORI’s statement.
    • Clients not currently subscribing to JORI CARM Monitoring Premium should avoid making such changes independently and should consult their JORI CSR.
  1. Payments Not Yet Processed by CBSA
    • Payment processing delays may prevent payments from posting correctly.
  1. CBSA Penalties, Assessments, or Interest Charges
    • Penalties or interest can be applied by CBSA without additional notification.
    • JORI can assist in reviewing or challenging these charges if necessary (fees may apply).
  1. CBSA Errors or Misapplied Payments
    • CBSA applies payments to the oldest invoices first regardless of the broker which may result in unintended applications of payments.
    • Adjustments will modify amounts owed.
  1. Unresolved pre-CARM Balances
    • Discrepancies may originate from overdue balances that existed on your account before you were onboarded onto the CARM portal.
  1. Non-Payment to JORI
    • Confirm that payments for invoiced entries were sent and received on time: JORI requires that payments are received on or before the 25th of each month.
  1. CBSA Has No Record of Payment
    • Submit a support ticket to CBSA with payment details through the Client Support Help Desk on the CARM portal.
How Can I Access My CARM Portal to Investigate Discrepancies? To review your CARM records:
  1. Visit the CARM portal login page.
  2. Log in with your user credentials.
  3. Review the transaction list, payment allocations, and outstanding balances.
Tip: Compare your CARM data with your JORI CBSA Statement to identify what may be missing or misapplied. This information is provided to you through JORI’s CARM Monitoring Premium service offering.
How Can I Prevent Discrepancies in the Future? A number of steps can be taken to minimize errors and keep your account current and paid: Select JORI as Your Exclusive Customs Broker
  • Working with one broker simplifies your reporting and reduces error rates.
  • Clients using multiple brokers must coordinate multiple sources of data.
Establish a Clear Payment Strategy
  • Choose one method: either pay directly or have your broker handle it. JORI can collect and submit your CBSA payment on your behalf.
  • Avoid hybrid systems where both methods are used inconsistently.
Notify JORI Promptly of Changes
  • Let your broker know about CAD amendments, corrections, or payment issues immediately.
Take Proactive Steps
  • Regularly review your portal and broker reports.
  • Investigate differences as soon as they appear.
  • Fix issues before they carry over to the next month.
How Often Should I Log in to the CARM Portal?
  • Log in at least once every 180 days to maintain access.
  • We recommend logging in monthly to review balances, download statements, and stay ahead of potential issues.
Can JORI Reconcile My CARM Portal for Me? Yes, JORI offers reconciliation support under Options 2 and 3:
  • Option 2: 2 hours included per year.
  • Option 3: 4 hours included per year.
  • Additional time is available at $95/hour.
Reconciliation includes identifying mismatches, contacting CBSA, and walking you through the resolution.
How do I Contact CBSA for Help With My CARM Account? If you encounter issues in the portal:
What If I Just Want to Pay Balances Without Reconciling? While tempting, this approach creates more problems than it resolves:
  • You may overpay, tying up cash unnecessarily.
  • Unresolved errors stay hidden, causing long-term effects.
  • You could be paying for charges entered in error by another broker.
Tip: Always review your data before submitting payment.
How Long Does JORI Take to Reconcile CARM Accounts? The time required to reconcile your CARM account depends on several factors, including the number of transactions, the complexity of your import activity, the involvement of multiple brokers, and potentially, CBSA errors or misapplied payments. In general:
  • Simple accounts with few entries can be reconciled within 3-5 business days.
  • Moderate accounts with recurring discrepancies or more than one broker involved may take 5-10 business days.
  • Complex accounts with many entries, CBSA errors, or multiple unresolved balances may require up to 15 business days or longer.
JORI processes reconciliation requests in the order that they are received. We prioritize older, unresolved accounts and those with active penalties or compliance risks. Additional JORI resources have been allocated to this task: delays are minimized, and clients receive timely support. To ensure a faster turnaround:
  • Submit your request early in the monthly cycle.
  • Ensure your payments to JORI are up to date.
  • Notify us of any CBSA changes or portal amendments that may affect balances.
Why Is CARM Monitoring Premium (Option 3) the Best Choice? CARM Monitoring Premium (Option 3) is the most robust service plan for importers who want:
  • Timely data pulled directly from the CBSA portal.
  • Monthly reports that include transaction-level detail, summaries, and overdue alerts.
  • 4 hours of annual reconciliation support
  • Proactive discrepancy management, so you can fix issues before they incur penalties.
The CARM Monitoring Premium option ensures you’re always informed and protected – without needing to micromanage the process on your own.