Help for Report an Issue

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Report an Issue

About Report an Issue

Use our Report a Problem tool to let us know that:

How To Use Report an Issue: Overview

  1. Select a problem type from the drop-down list; additional fields/sections will appear. Instructions for completing information for specific problem types are detailed in separate sections below.
  2. Enter supporting information, being as specific and detailed as possible.
  3. In the attachments section, choose the type of content the attachment will contain from the drop-down list, then click Choose File to select a file from your computer; a popup window displays.
    Note: csv, msg, xls, xlsx, doc, docx, pdf, txt, rtf, odt, htm, html, ppt, pptx, png, tif, jpg file types are allowed.
  4. Navigate to the file(s) you wish to upload, double-click to select and upload it; the Report a Problem screen refreshes, listing the file you uploaded.
    Note: If you uploaded the wrong file, click Remove at the left end of its line to delete it.
  5. Repeat steps 6 and 7 until you have uploaded all the documents to support your problem report.
  6. If you wish to erase all information from the form, click Clear. Otherwise, click Submit; a confirmation page, containing the number assigned to your case appears. Please record the case number, so that you may check the status of your request in Problem Status Inquiry.
    Notes:
    • Click the case number or View Problem Status under the form to review the details you entered; the Problem Status Inquiry page appears to show you your details. Click New Inquiry under the form to request a status report for another case.
    • Click Submit New Problem to enter a new problem request.

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Specific Problem Type Instructions

Invoice charges incorrect

  1. Select one of the following from the Problem Details drop-down list:
    • Additional services not requested
    • Discount percentage incorrect
    • Pricing program not applied
    • Improper classification
    • Fuel Surcharge Incorrect
    • Quote not applied
    • Invoice does not match bill of lading
    • Weight & Inspection Certficate incorrect
    • Wrong party invoiced
    • Other
  2. Enter your contact information in the next section. The Contact Name, Phone and Email fields must be completed.
  3. Enter the PRO numbers affected by the problem.
    Note: Information entered in accompanying sections will be applicable to all PROs entered
  4. Depending on the Problem Details you selected, you may have an additional Requested Information section and fields to complete:
    If you chose this Problem Detail, the following field(s) will appear.
    Discount percentage incorrect Expected Discount
    Pricing program not applied Expected Minimum Charge
    Improper classification
    • NMFC Class (optional)
    • Expected FAK Class
    Quoted not applied Quote ID
    Wrong party invoiced Party to be Invoiced: Select an option from the drop-down. If you choose Other, you must provide contact information.
  5. Complete steps two through six from the How To Use Report a Problem: Overview section above.

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Missing documentation with invoice

  1. Select one of the following from the Problem Details drop-down list:
    • Documentation required for invoice payment
    • Documents required for all future invoices
    • Other
  2. Enter your contact information in the next section. The Contact Name, Phone and Email fields must be completed.
  3. The sections and fields you will need to complete will vary depending on the Problem Details you selected:
    If you chose this Problem Detail, you will see the following section(s) and fields.
    Documentation required for invoice payment PRO Number PRO Numbers: Enter PRO numbers to which your request should be applied.
    Requested Information Select the applicable document types. If you select Other, you must enter the document type.
    Documents required for all future invoices Requested Information Select the applicable document types. If you select Other, you must enter the document type.
    Other PRO Number PRO Numbers: Enter PRO numbers to which your request should be applied.

    Note: All the information you enter in your request will be applied to all PRO numbers indicated.
  4. Complete steps two through six from the How To Use Report a Problem: Overview section above.

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Payment Issue

  1. Select one of the following from the Problem Details drop-down list:
    • Payment not applied as requested
    • Apply overpayment to new invoice(s) and/or request refund
    • Other
  2. Enter your contact information in the next section. The Contact Name, Phone and Email fields must be completed.
  3. Depending on the Problem Details you selected, you may have an additional Requested Information section and fields to complete:
    If you chose this Problem Detail, the following field(s) will appear.
    Payment not applied as requested
    • PRO Number
    • Correspondence Number (optional)
    • Payment Date
    • Payment Amount
    • Payment Method/Number: Select the payment method from the drop-down list, then enter the corresponding number in the field to the right.
    Apply overpayment to new invoice(s) and/or request refund
    • Correspondence Number (optional)
    • Payment Method/Number (optional): Select the payment method from the drop-down list, then enter the corresponding number in the field to the right.
    • Overpaid PRO #
    • Overpayment Amount
      Note:You must complete at least one Overpaid PRO # and Overpayment Amount field, then either complete the Apply to PRO # field or check the Is Refund Requested box at the right end of the line to submit your request.
    • Apply to PRO #: Enter a PRO number in this field if you want the amount you overpaid applied to another PRO number.
      OR
    • Is Refund Requested: Check this box, then complete the Remit To information under the PRO # fields.
      Note: All fields in the Remit To section must be completed.
    Other
    • PRO Number
    • Correspondence Number (optional)
    • Payment Method/Number: Select the payment method from the drop-down list, then enter the corresponding number in the field to the right.
  4. Complete steps two through six from the How To Use Report a Problem: Overview section above.

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Pickup/Delivery/Service Issues

  1. Select one of the following from the Problem Details drop-down list:
    • Damage inspection request
    • Shortage
    • Overage
    • Late pickup
    • Missed pickup
    • Late/missed delivery
    • Requested equipment not provided
    • Driver behavior
    • Other
  2. Enter your contact information in the next section. The Contact Name, Phone and Email fields must be completed.
  3. The sections and fields you will need to complete will vary depending on the Problem Details you selected:
    If you chose this Problem Detail, you will see the following section(s) and fields.
    Damage inspection request PRO Number PRO Numbers: Enter PRO numbers to which your request should be applied.
    Requested Information
    • Number of Pieces
    • Anticipated Claim Amount
    • Total Value of Damaged Goods
    • Location of Goods
    • Nature/Extent of Damage
    • Damage Concealed (optional)
    Shortage Requested Information
    • PRO Number
    • Number of Pieces Short
    • Description
    Overage PRO Number PRO Numbers: Enter PRO numbers to which your request should be applied.
    Requested Information
    • Number of Pieces Over
    • Description
    Late Pickup PRO Number PRO Numbers: Enter PRO numbers to which your request should be applied.
    Requested Information
    • Reference Number Type: select a reference number type from the drop-down menu.
    • Reference Numbers: Enter Reference numbers to which your request should be applied.
    • Pickup Date
    Missed Pickup Requested Information

    Pickup Numbers

    -OR-

    • Pickup Contact Name.
    • Phone
    • Email Address
    • Pickup Comopany Name
    • Street Address
    • City
    • State
    • ZIP/Postal code
    • Country
    Late/missed delivery PRO Number PRO Numbers: Enter PRO numbers to which your request should be applied.
    Requested Information
    • Reference Number Type: select a reference number type from the drop-down menu..
    • Reference Numbers: Enter Reference numbers to which your request should be applied.
    Requested equipment not provided PRO Number PRO Numbers: Enter PRO numbers to which your request should be applied.
    Requested Information Service Type: Select from the drop-down list.
    Driver Behavior Requested Information Complete all required fields; optional fields can help us better identify a driver.
  4. Complete steps two through six from the How To Use Report a Problem: Overview section above.

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File a Billing Adjustment

  1. Enter your contact information in the second section. The Contact Name, Phone and Email fields must be completed.
  2. Enter the PRO numbers to which your request should be applied.
  3. Review the information in the Requested Information section to determine how you should proceed.
  4. Complete steps two through six from the How To Use Report a Problem: Overview section above.

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Help for Report an Issue

email e-mail phone 800-610-6500