Agent Dispute Process

Please follow this guide for a better understanding of carrier charges and to improve our chances for a successful dispute.

Re-class/Re-weigh

  • Provide a copy of the original BOL that shows the specific model number/NMFC number and description.

  • Provide a copy of the original purchase order/packing slip/invoice that matches the BOL information:

  • Provide photos of shipment prior to shipping: (if available)

  • Provide product spec sheet/product catalog/product website with:

   Picture

   Dimensions

   Shipping weight not dry weight

   Products core material

   Uses for the product

   Description – specific model number/item number

Provide website link of produce shipped: (if available).

The key to a successful dispute is a clear and concise argument with supporting documentation. The dispute should arrive the carrier at the customer’s asserted weight and/or freight classification without the carrier having to make any assumptions or calculations.

The carrier required documentation to support a reweigh/reclass dispute is a product spec sheet as well as the packing slip for the order in question. The product spec sheet must contain all items listed on the packing slip. After obtaining these documents then circle or make other notation on the product spec sheet for the specific items shipped. To further facilitate a successful dispute use an alpha or numerical value to draw the correlation between the two documents for each item shipped. For example on the packing slip label the first item as “A”. Then on the product spec sheet label the corresponding item “A” as well. Continue this down the packing slip with “B”, “C”, “D”…

When drafting the final dispute argument make reference by file name to both attached supporting documents. Clearly and concisely demonstrate how the product specifications support the asserted weight and/or freight classification. In the instance of a reweigh ensure to include an allowance in your calculation for pallet or other packaging weight. Provide the breakdown and explanation of the calculated weight in the dispute such that the carrier can observe how the correct weight is derived. For a reclass dispute review the NMFC number description and all Item notes for application of class. After review provide the relevant information for the NMFC number and correlate the details to the specification of the product shipped. In the event the freight classification is a density based article provide the calculation and explanation of how the density is derived from the product spec sheet. Be sure to calculate the shipping dimension as packaged and not the stand alone dimension of the item. If there is potential room for interpretation as to the freight classification request a ruling from the NMFTA by obtaining the form from invoiceresolution@globaltranz.com and provide completed form back.

Residential Delivery/Pick-up Charge:
Verify with Google Maps. Confirm the shipper/consignee is not a residential site. Provide a screenshot of the satellite image as well as the Google Maps website link clearly indicating that the location is not residential. Businesses operated out of a home or farm locations will receive the additional fee.

Liftgate Charge:
When Carrier is required or requested to employ mechanical loading or unloading devices, including hydraulic or electric lifting or lowering devices, a liftgate fee is applied.A liftgate is required for residential delivery or pickups and for delivery sites without docks with a total weight over 100lbs. Make note if the DR/POD does not mention the liftgate charge. If the shipper/consignee requests a liftgate pick-up/delivery the carrier will not invoice the shipper/consignee for the service, per the carrier’s tariff rules – “If the shipment is prepaid to GlobalTranz the bill must go through the same party”.

Limited Access Charge/Non-Commercial fee:
Verify with Google Maps or MapQuest. Confirm none of the below items apply to the shipper/consignee location. Provide a screenshot of the satellite image as well as the Google Maps website link clearly indicating the location is not a Limit Access/Non-Commercial site.

A Limited Access/Non-Commercial location is defined as meeting any of the following conditions:

  • Not open to the walk-in public during normal business hours

  • Not having personnel readily available to assist with pickup or delivery

  • Not having access to a loading/unloading dock or platform

  • Sites where extensive security-related inspections and processes are required before pickup or delivery can be performed

Examples of these locations include but are not limited to:

  • Construction sites

  • Fairs, carnivals, or Chautauquas

  • Government sites

  • Military bases/installations

  • Mine sites

  • Mini storage facilities

  • Native American reservations

  • Places of worship including cathedrals, churches, mosques, shrines, synagogues, or temples

  • Parks

  • Prisons or correctional facilities

  • Utility sites

  • Schools including day-care facilities, pre-schools, elementary schools, junior high or middle schools, high schools, vocational or trade schools, junior colleges, colleges, or universities

Reconsignment/Return/Marking and Tagging Charge:
Confirm a party or individual involved in the shipment did not request one of the below items.

Reconsignment/Return is defined as meeting any of the following conditions:

  • A change in the name of the Shipper or Consignee

  • A change in the place at which freight will be delivered

  • Relinquishment of shipment prior to delivery to the ultimate destination

Corrected BOL Charge:
Any request to change the information presented on the original Bill of Lading will result in a fee. The original Bill of Lading is considered to be the document which contains the carrier’s PRO sticker.

Re-delivery Charge:
When a shipment is tendered for delivery and, the shipment cannot be delivered a redelivery fee will apply. Verify that the failed delivery was at no fault to the carrier. Confirm the carrier’s first attempt to deliver was during normal business hours.

Notification Charge:
When a consignee requires/requests notification prior to delivery or when a shipper’s bill of lading bears a notation requiring/requesting carrier to notify consignee prior to delivery, such notification will be provided.

Extreme Length Charge:
Extreme length charges can be quoted for via Carrierrate by checking the extreme length box and entering the length of the shipment. To dispute the charge reference the required dispute documentation when providing the calculation and explanation of how the length of the shipment is derived. Follow the guide for disputing a Re-weigh/Re-class outlined above.

Guaranteed Delivery Charge:
Guaranteed Delivery charge can be quoted for via Carrierrate by selecting the service before booking the shipment. Any delivery date/time or delivery window requested by an individual involved with the shipment or requested on the Bill of Lading handed to the driver upon pick up will result in a Guaranteed Delivery charge. A failed guaranteed should be communicated to GlobalTranz immediately as carriers often limit the time frame required to submit a failed guaranteed claim.

Detention Charge:
When a consignee delays carrier’s equipment for loading or unloading on or near the premises of consignee, Detention charges will begin upon expiration of the applicable free time allowed, and will end when the equipment is available for movement. Free time will begin when carrier notifies consignee that the equipment is available for loading or unloading. Free time for a standard LTL shipment can vary by carrier, but is often considered to be thirty minutes.

Sort and Segregate Charge:
When consignee requests or when the product terms of sale requires a shipment be sorted or segregated according to size, brand, flavor or other distinguishing characteristics, and placed on the consignee’s dock, pallet, or similar device, or if consignee requests the shipment to be reconstructed, and carrier is able to provide suitable labor to perform the service Sort and Segregate charges will apply. When the above service is performed by a third party provider Lumper Charges will apply.
The service performed is often noted on the DR/POD and applicable information is noted by the driver or third party provider. The third party provider performing the service will supply the carrier with a lumper receipt when payment is rendered.

Cubic Capacity Charge:
Refer to the applicable carrier’s rules tariff to determine the requirements for the fee to be valid. The fees validity often will depend on the pounds per cubic feet (PCF) and Cubic feet of the shipment. Reference the required dispute documentation when providing the calculation and explanation of how the density and cubic feet is derived. Follow the guide for disputing a Re-weigh/Re-class outlined above.

Inside Delivery Charge:
If the shipper, consignee or Bill of Lading requests Inside Pick-up/Delivery Service the carrier may move all or part of shipments to positions beyond the point directly accessible or immediately adjacent to the vehicle inside Delivery/Pick-up charges will apply. If the shipper/consignee requests an inside pick up/delivery the carrier will not invoice the shipper/consignee for the service, per carrier’s rules tariffs – “If the shipment is prepaid to GlobalTranz the bill must go through the same party.”

Storage Charge:
When freight is held in carrier’s possession by reason or act or omission of consignee or payer or for custom clearance or inspection, such freight will be considered stored and storage charges will be applied.

Dry Run Charge:
In the event that a pickup request has been communicated to Carrier, Carrier dispatches a driver for pickup, and, through no fault of Carrier, the shipment is not tendered to Carrier, a Dry Run charge will apply. Canceled shipments must be communicated to the carrier 24 hours prior to pick up.

BOL Used Twice:

In the event that a shipper uses a duplicate GlobalTranz Bill of Lading for two separate shipments independent of each other, a BOL used twice charge will apply. The additional charge will be used to pay the carrier for the shipment in which there is no sales order previously created. A sales order can be created for the shipment in order to eliminate the need for the BOL used twice charge.

*The above descriptions, carrier documentation, dispute documentation, and dispute processes have been drafted in collaboration with shippers, industry experts, carriers, rules tariffs, and the NMFTA. Individual carrier’s definitions of the above services or dispute processes may vary. For further information pertaining to an individual carrier please refer to their rules tariff available on their website.