CARM Frequently Asked Questions

Comprehensive CARM Monitoring FAQ

This FAQ answers common questions about how to manage your CBSA CARM account effectively, whether you are enrolled in the JORI CARM Monitoring Program or choose to manage your account independently. 

CARM has become an important part of customs compliance for all importers. It is no longer enough to simply wait for a statement and assume everything is fine. Importers need to understand how balances arise, when payment is due, how CBSA applies payments, and what can cause discrepancies between their portal and broker records. 

For importers looking for the most proactive and structured support, the JORI CARM Monitoring Program is JORI’s strongest CARM service offering.

How does the CBSA CARM payment cycle work? 

Understanding the CARM payment cycle is one of the most important parts of staying compliant and avoiding interest. 

At a high level, the CARM cycle works on a monthly statement and due-date structure. 

What is the monthly CARM billing cycle? 

The CBSA billing cycle is based on the declarations or imported goods released from the 18th of month 1 to the 17th of month 2. This is specific to high value shipments. 

Each month, the CBSA closes out a billing period on the 17th of the month. Once that cycle closes, the account moves into the payment window for the amounts owing. 

The payment due date is generally 10 weekdays after the 17th. Because weekends and holidays affect the calendar, the exact due date can shift slightly from month to month.

That means the due date is not always the same calendar day every month. Importers should never assume the deadline is fixed. The due date must always be understood in relation to the 17th and the business-day count that follows. 

What does this means in practice? 

If duties, taxes, penalties, interest, or other assessed amounts appear on your CARM account for that monthly cycle, they must be paid by the applicable due date to avoid becoming overdue. 

Once a balance becomes overdue, the issue is no longer just administrative. Overdue amounts may attract interest, which means delay creates direct financial cost. 

How does JORI’s monthly billing schedule fit into the CBSA’s billing cycle?

To help clients align with the CBSA billing cycle, JORI follows its own monthly statement and remittance schedule. 

For clients who want JORI to remit eligible CBSA amounts on their behalf under the standard monthly cycle: 

• JORI issues its statement on the 19th of each month.  

• This statement outlines JORI charges and any relevant CBSA-related amounts.  

• Payment must be received by JORI on or before the 25th of the month.  

• Provided the payment is received on time and in full, JORI will remit eligible CBSA amounts on the applicable CARM payment due date.  

This timing is important because JORI needs time to receive, process, and correctly apply the funds before the CBSA due date arrives. 

Why does the 25th matter?

The 25th is JORI’s internal cut-off for ensuring funds can be properly credited and remitted to CBSA within the required cycle. 

If funds are received after the 25th, JORI may not be able to apply and forward the funds in time for the CARM due date. In that case: 

• The balance may remain overdue with CBSA.  

• Interest may begin to accrue. 

• Penalties may apply where applicable.  

• The importer may continue to see unresolved overdue amounts in the portal.  

This is one of the most common areas where clients get caught off guard. A client may believe they have “paid,” but if payment was late in relation to the cycle, the CBSA may still show an overdue balance.

How the JORI CARM Monitoring Program changes the payment dynamic?

Clients enrolled in the JORI CARM Monitoring Program still have access to the standard monthly structure, but they also benefit from an additional layer of support: Weekly Tuesday CBSA payments for overdue balances.

This means overdue amounts do not always have to wait for the next monthly cycle to be addressed. Instead, they can be remitted on a weekly basis, provided JORI has received the necessary funds in time. 

To be included in the Tuesday payment run: 

• Funds must be received by JORI at least 2 business days before Tuesday.

This is one of the key operational advantages of the JORI CARM Monitoring Program. It reduces how long an overdue balance may remain sitting on the account and helps reduce exposure to interest and compliance issues. 

What if the client pays CBSA directly? 

There is also a third payment path: the importer may choose to pay CBSA directly through the CARM portal. 

If that is the chosen method, the client must inform JORI so that JORI can correct the invoice and remove the CBSA charges. 

Direct pay can work well for importers with strong internal customs controls, but it also places the responsibility fully on the importer to: 

• Monitor balances.  

• Confirm due dates.  

• Make payment on time.  

• Ensure overdue amounts are dealt with quickly.  

• Investigate discrepancies before paying.  

This is important because direct pay removes the broker-remittance process, but it does not remove the need for strong account oversight. 

Why understanding the cycle matters

Many CARM problems come from misunderstanding the payment cycle rather than from the balance itself. 

For example: 

• A client may pay too late in the month and assume the issue is resolved.  

• A client may not realize the due date changes because of holidays  

• A client may assume JORI automatically remits everything. regardless of payment timing.  

• A client may see an amount in the portal and pay it without understanding whether it has already been billed elsewhere.  

• A client may not be aware that corrections or adjustments were processed on their account during the billing cycle, affecting the total balance due. 

The payment cycle must therefore be viewed as a process, not just a date. 

That process includes: 

• The CBSA monthly cycle closing on the 17th.  

• The due date occurring roughly 10 weekdays later.  

• JORI issuing its statement on the 19th.  

• The importer paying JORI by the 25th if JORI is remitting.  

• JORI remitting on the due date under the standard monthly cycle.  

• Or JORI remitting weekly for overdue balances if the client is enrolled in the JORI CARM Monitoring Program.  

• Or the importer paying directly through the portal if direct pay has been selected.  

The clients who manage CARM best are generally the ones who understand this rhythm and build their internal process around it.

What happens if I do not pay my CARM balance on time? 

An unpaid CARM balance is not just a bookkeeping issue. It has real financial and compliance consequences. 

If a balance is not paid by the required due date: 

• Interest may begin to accrue on overdue amounts.  

• Your account may reflect a weaker compliance position with CBSA.  

• Recurring overdue balances may increase scrutiny.  

• Unresolved balances can create confusion in future cycles.  

• Reconciliation becomes more difficult as new activity is layered on top of old outstanding amounts.  

The longer an amount remains unpaid, the more likely it is that the account becomes harder to interpret and harder to clean up. 

For that reason, the best practice is not simply to pay “eventually.” The best practice is to understand the cycle, confirm the amount, and ensure payment is made on time through a consistent process.

Why don’t the amounts on the JORI Statement of Account match the JORI CBSA Statement?

These two statements are designed for different purposes, so differences are common. 

JORI CBSA Statement 

The JORI CBSA Statement focuses on customs-related charges only, such as: 

• GST  

• Duties  

• Other CBSA-related fees  

• Customs transactions that remained unpaid by the relevant cut-off date  

This statement is intended to help support customs reconciliation.  

JORI Statement of Account 

The JORI Statement of Account reflects the client’s broader balance owing to JORI and may include: 

• Freight charges  

• Warehousing  

• Brokerage  

• Service fees  

• Customs charges JORI has submitted to government on your behalf, if applicable.  

Why does this matter?

Clients sometimes expect these two documents to match exactly, but they do not serve the same purpose. 

The JORI CBSA Statement is the better tool for customs review and comparison to the CARM portal, which is not always a full picture of client activities. It depends on the level of access client gives JORI. 

The JORI Statement of Account is the better tool for understanding the broader account relationship with JORI. 

Why is there sometimes a difference between the CARM portal balance and the JORI CBSA Statement?

Discrepancies can happen for many reasons, and not all of them indicate an error by JORI or by CBSA. 

Common causes include: 

Transactions processed by other customs brokers 
If another broker has filed entries on your behalf, those transactions may affect your CARM balance even if they are not reflected in JORI’s reporting. 

Limited visibility permissions for JORI 
If JORI does not have full visibility in your CARM portal, any reports we provide may only reflect the transactions handled through JORI. 

Duplicate payments 
Sometimes the importer and the broker both make payment arrangements for the same amount. 

Amendments made after cut-off dates 
If a customs entry is amended after the monthly reporting cut-off, that change may not yet be reflected in the JORI report for that month. 

Payments not yet processed by CBSA 
Sometimes a payment has been sent but not yet posted. In that case, the portal may still show an outstanding balance temporarily. 

CBSA interest, penalties, or assessments 
CBSA may apply interest, penalties, or other adjustments that do not align neatly with what the client expected to see. 

CBSA misapplied payments 
CBSA does not always apply payments the way importers assume. In many cases, payments are applied to the oldest outstanding balance first, regardless of broker. 

Unresolved older balances 
Some discrepancies may originate from older overdue amounts, including balances that existed before the importer was fully active in the current CARM structure. 

Payment timing issues 
If JORI did not receive payment by the required cut-off, JORI may not have remitted that amount to CBSA in the expected cycle. 

No record of payment at CBSA 
If CBSA has no record of a payment that should have posted, a support ticket may need to be submitted through the CARM Client Support Help Desk. 

Why is CARM reconciliation often more complicated than clients expect?

Many clients assume reconciliation should be straightforward: match the invoice, confirm payment, and move on. 

In practice, CARM reconciliation is often more complex because CBSA does not always apply payments to specific transactions in a simple one-to-one way. 

Instead, CBSA often applies payments against the oldest outstanding balance first. That means: 

• a payment made for one issue may be absorbed by another older balance. 

• a JORI-related amount may still appear open even though JORI was paid and remitted the payment to CBSA. 

• a payment may appear to have “gone missing” when it was actually applied elsewhere.  

This can create a domino effect where the portal looks inconsistent even though funds were submitted.

That is why reconciliation often requires: 

• Reviewing the payment timeline.  

• Identifying all brokers involved.  

• Checking for amendments or adjustments.  

• Matching amounts across multiple records.  

• Isolating what is truly unpaid versus what has simply been allocated differently than expected.  

How can I access my CARM portal to investigate discrepancies? 

To review your account: 

1. Go to the CARM portal login page. 
2. Log in using your credentials.  
3. Review your transaction list.  
4. Review payment allocations.  
5. Check current balances and overdue balances.  
6. Compare what you see in the portal against your JORI reporting.  

The most useful comparison is usually between the CARM portal and the JORI CBSA Statement, since both are focused on customs-related items. 

Clients enrolled in the JORI CARM Monitoring Program generally receive the strongest support in this process because the reporting is designed to focus on what is actually overdue and needs attention. 

How can I prevent discrepancies in the future? 

The best way to reduce discrepancies is to create a consistent customs and payment process. 

Recommended best practices 

Use one broker whenever possible 
A single-broker model reduces the chance of split reporting, duplicate payments, and uncertainty over who submitted what. 

Establish one clear payment strategy 
Choose one method and use it consistently: 

• Pay CBSA directly yourself, or.  

• Have JORI remit on your behalf.  

Mixed or inconsistent payment practices are one of the fastest ways to create confusion. 

Notify JORI promptly of changes 
If amendments, corrections, payment issues, or account changes arise, early communication helps reduce surprises later. 

Review your portal regularly 
Do not wait until a large balance appears. Routine review makes small issues easier to spot and resolve. 

Investigate differences early 
The earlier a discrepancy is identified, the easier it usually is to explain and resolve. 

Avoid paying blindly 
Paying without understanding the reason for the balance may solve nothing and can create new issues, including overpayment or misallocation. 

How often should I log in to the CARM portal? 

At a minimum, importers are required to log in once every 180 days to maintain portal access. 

In practice, monthly/weekly review is strongly recommended. 

Monthly/weekly review helps you: 

• Confirm the account is current.  

• Identify overdue balances early.  

• Compare broker reporting to the portal.  

• Catch discrepancies before they roll forward into the next cycle.

Even with JORI monitoring support, regular portal awareness is still a good business practice. 

Can JORI reconcile my CARM portal for me? 

Yes. JORI offers reconciliation support through the JORI CARM Monitoring Program. 

Included support 

• Enrolled in the JORI CARM Monitoring Program: 2 hours annually.  

Additional support is available at JORI’s applicable hourly rate. 

Reconciliation support may include: 

• Identifying mismatches.  

• Reviewing payment allocation issues.  

• Helping determine why balances differ.  

• Assisting with next-step resolution.  

• Contacting CBSA where necessary.  

• Walking clients through how the issue developed.  

Because reconciliation can become complex quickly, many clients find that having this support built into the monitoring program is valuable. 

Clients who are not enrolled in the JORI CARM Monitoring Program may still request reconciliation assistance, but that support is not included as part of standard service.

How long does JORI take to reconcile CARM accounts? 

The timeline depends on the complexity of the account. 

General guidelines 

Simple accounts 
Few entries, minimal discrepancy history. 
Estimated time: 3–5 business days. 

Moderate accounts 
Recurring issues, multiple discrepancies, or more than one broker involved. 
Estimated time: 5–10 business days. 

Complex accounts 
High transaction volume, CBSA errors, misapplied payments, multiple brokers, or older unresolved balances. 
Estimated time: up to 15 business days or longer. 

To help speed the process: 

• Submit the request early in the monthly cycle.  

• Ensure payments to JORI are current.  

• Notify JORI of amendments or CBSA changes that may affect the balance.  

• Provide supporting records as early as possible.  

How do I contact CBSA for help with my CARM account? 

If you encounter an issue within the portal or need CBSA to review a payment issue, you can: 

• Submit a support ticket through the CBSA Client Support Help Desk.  

• Contact your assigned CBSA trade officer or regional service centre, where applicable.  

Where possible, it is helpful to review the matter with your broker first so you can approach CBSA with a clearer picture of what may have happened. 

What if I just want to pay balances without reconciling? 

That approach may feel efficient, but it often creates more problems than it solves. 

If you pay first without understanding the issue: 

• You may overpay.  

• You may pay an amount that another broker should have handled.  

• You may pay an amount already in process.  

• You may leave the actual discrepancy unresolved.  

• You may create more confusion in future cycles.  

The goal should not simply be to make the balance disappear in the moment. 

 
The goal should be to keep the account accurate, current, and understandable. 

Why is the JORI CARM Monitoring Program the safest choice? 

The JORI CARM Monitoring Program is JORI’s strongest CARM support plan because it combines visibility, reconciliation support, and faster action. 

It is especially valuable for importers who want: 

• Timely data pulled from the CARM portal.  

• Monthly reporting with transaction-level detail, summaries, and overdue alerts.  

• Weekly Tuesday payments for overdue balances.  

• 2 hours of annual reconciliation support.  

• More proactive issue identification.  

• Stronger protection against interest exposure.  

• Less need to micromanage the process internally.  

The biggest advantage of the JORI CARM Monitoring Program is that it is built around the practical reality of CARM: problems are easier and cheaper to solve when they are caught early and addressed quickly. 

With CBSA now assessing interest on overdue balances, importers need more than just access to their portal. They need a clearer understanding of what is overdue, what may be causing the issue, and what action should be taken next. The JORI CARM Monitoring Program is designed to provide exactly that. 

For many importers, the safest approach is not simply reacting to a balance once it appears. It is having a proactive structure in place that helps keep the account cleaner, more controlled, and less exposed to unnecessary interest and compliance risk. That is what the JORI CARM Monitoring Program is designed to do. 

Final note 

Whether you enroll in the JORI CARM Monitoring Program or choose to self-manage, the objective is the same: 

Stay current, avoid unnecessary interest, and keep your customs record clean. 

The more clearly you understand the CARM payment cycle, the easier it becomes to avoid surprises, reduce discrepancies, and keep your account under control. 

For importers who want the strongest support in doing that, the JORI CARM Monitoring Program is JORI’s most complete service offering.