Reporting issues like delays or breakdowns, along with accessorials like detention or layover pay while your on a job is easier than ever in the CloudTrucks app. Speedy and accurate reporting in-app ensures that Ops can assess the situation, review your issue, and action on it as quickly as possible.
Before you report an accessorial, please review our CloudTrucks accessorials policy.
Types of issues or accessorials you can report in-app
You can report the following types of issues or accessorials in the CT mobile app:
-
Accessorial
- Long wait at facility
- Truck ordered not used (TONU)
- Lumper
-
Appointment
- Running late
- Appointment number
-
Other
- Over, short or damaged (OS&D)
- Breakdown
- Accident
- Something else
-
Payment
- Payment discrepancy (this option is only available when the job is pending delivery verification, the delivery verification was rejected, and/or the payment is required)
When to report an on-trip issue or accessorial
You should report an issue or accessorial as soon as the problem arises, and you're able to do so in the CT app while the job is in progress up until the point it's completed. Timely and detailed reporting will send time stamped notifications to Ops and help ensure we provide the quickest and most accurate resolution for you.
How to report an issue or accessorial in-app
1. Tap the truck icon at the bottom of the CT app homepage to navigate to your Jobs page
2. Select the job you want to report an accessorial for, scroll to the top of the job details page and tap the chat icon
3. Choose the type of issue you want to report and answer the follow up question(s) to provide more details. The more details you provide, the better Ops will be able to address your issue quickly.
4. Tap "Submit Report" and Ops will contact you with a resolution and/or reach out to the broker for accessorial payment. You'll get a notification at the top of your screen that confirms the report has been submitted
You can follow up with us via text or call Support to check on the status of the accessorial at any time.
How will I know my issue was reported correctly?
As soon as you submit your issue in-app you'll see a yellow banner pop up letting you know that Ops is reviewing your issue. The 'Reported Issues' section on your load details page will also be updated with the information you reported, including the status, date / time reported, and details you added.
Additionally, when Ops updates the status of your issue you'll get a push notification and we'll email you twice: once when your issue is created and another time when it is approved or denied.
What information is required when reporting an accessorial?
When you're reporting an accessorial, we ask that you include the following items at a minimum to allow Ops to verify and quickly escalate your request to the broker:
- Check in / out dates and time
- Annotated BOL
- Your notes on what happened
How soon can I expect to hear back regarding the issue I submitted?
Please allow at least 24 hours from the time you submitted your issue for us to get back to you with an update. Often, we're reaching out to brokers ourselves for updates and their communication response times aren't as swift as ours. We appreciate your patience and understanding.
Comments
0 comments
Article is closed for comments.