GTS Blog

How to Properly Handle A Carrier/Customer Dispute

Posted by Ascent Global Logistics on Mar 31, 2017 9:40:27 AM

warehouse_imageThird-party logistics providers don’t have an easy job being the liaison between their clients and their carriers. One of the most difficult aspects of managing transportation is handling disputes.

Disputes are generally issued because of three reasons: weight, class or accessorial charges. Carriers require very specific information from logistics providers before even looking at a dispute case. Here is a rundown of the three most common claims disputes:



In this case, it’s common that the packing list for a shipment is in question.

Make sure you have the catalog page – or equivalent printed documentation – from items on the packing list showing weight of item(s) shipped. The carrier should be able to review the product on the website.



Again, the packing list for the shipment is usually in question.

Use the catalog page – or equivalent printed documentation – from items on the packing list showing the weight and dimensions of item(s) shipped. Provide the website the carrier can go to to review the product.


Accessorial Fee Removal

A detailed explanation of why it is not valid is needed. Example: when a driver arrives he tells the consignee the liftgate on the trailer is broken.


Additional things to keep in mind:

- Carriers will not accept any handwritten documentation.

- Carriers will not review disputes based on past shipment information. They don’t care that the last three shipments went out at the same weight; they need documentation on each individual shipment.

- Some carriers will accept a photo of products on a scale or other equivalent; others will not. Don’t rely on photos as your sole source of documentation.

- If the service was requested on the bill of lading and the customer changed his mind after delivery, the service is still valid.


Disputes can be tricky to navigate, but always remember that as a general rule, the person with the most documentation wins!

Related Article: Why Doesn't the Freight Invoice Match the Quote?

Topics: Freight