We know how frustrating it can be to wait for hours at a facility or have a load canceled at the last minute. CloudTrucks will help you work with the broker to get compensated for your time and effort.
Overview
If you submit an accessorial request, please submit all details and any communication you’ve had with the broker to substantiate the request (shipment details, what happened, who you've spoken to). Include any documents that will help us process your request (for example, a detention form). CloudTrucks will then contact the broker on your behalf and follow up to secure payment.
If the broker does not respond within 2 weeks, the follow up process will be transferred back to you. At that point, you will be responsible for collecting the accessorial payment directly from the broker. We’ll provide you with an email template to help you continue the follow up.
Keep in mind:
- Accessorials must be submitted with proper documentation.
- Follow ups are handled by CloudTrucks for up to 2 weeks only.
- After 2 weeks without broker response, collection becomes the driver’s responsibility.
- Payment timelines ultimately depend on broker’s approval.
Basic Requirements for Accessorial Requests
To improve your chances of approval, make sure you follow these steps:
- Check the rate confirmation. Every broker has different accessorial rules and deadlines.
- Arrive on time. Late arrivals may void accessorial eligibility.
- Get the BOL signed and clearly write your IN and OUT times before leaving the facility.
- Notify CloudTrucks immediately if you experience a long wait so we can inform the broker (many require real time notice for approval).
- Keep ELD tracking on for the entire load.
- Submit your request within 24 hours of delivery completion.
- Follow the “How to Report an Accessorial” steps in the app to submit your accessorial request.
Note: Incomplete, late, or undocumented requests may be denied by the broker.
What Happens After You Report an Accessorial in the CloudTrucks App?
Step 1: We Contact the Broker
Once your accessorial request, including all supporting details, is received, we reach out to the broker to request the updated rate confirmation reflecting the accessorial payment, and we will cc you on the email request for visibility in the communication.
Step 2: We Follow Up
We follow up with the broker on the following schedule:
- Detention, Layover, TONU (Truck Ordered Not Used): Every 48 hours.
- Lumper Reimbursements: Every 24 hours
We continue following up for up to 2 weeks from the original submission date.
If the Broker Does Not Respond
If we have not received a response from the broker after 2 weeks:
- The accessorial follow up will be transferred back to you, and you will be responsible for follow up directly with the broker.
- We will provide you with a template email to help you continue outreach.
Using the Email Template
For your convenience, we provide a template email you can use when contacting the broker. Please make sure to customize the template with your shipment details, and attach the supporting documents (signed BOL, receipts, detention form, etc.)
FAQs
Q: Why does CloudTrucks stop following up after 2 weeks?
A: We reach out to the broker multiple times during those two weeks. If they remain unresponsive after repeated follow ups, the next step is for you (the owner-operator) to continue collection directly with the broker. At that point, we’ll send you a template to make it easier for you to follow up.
Q: What happens if the broker responds after the 2 week mark?
A: If the broker replies to us, we’ll update you. If the broker responds to you directly and issues an updated rate confirmation, please ask them to send it directly to rates@cloudtrucks.com so we can process the payment as quickly as possible.
Comments
0 comments
Article is closed for comments.