Handling Overage, Shortage, or Damage (OS&D)

This article explains what to do if you encounter issues with the product quantity or condition when picking up or delivering a load. These issues are known as Overage, Shortage, or Damage (OS&D).

What is OS&D?

OS&D happens when the product you pick up or deliver doesn't match the details on the Bill of Lading (BOL).

• Overage: You have more product than listed on the BOL.
• Shortage: You have less product than listed on the BOL.
• Damage: The product is in poor condition (e.g., broken, spilled, crushed).

Encountering OS&D can cause delays and affect your schedule, but following the correct procedure helps resolve issues efficiently.

What to Do When You Encounter OS&D

Your main responsibility when you find an OS&D issue is to immediately report it and provide necessary information so we can work with the broker to find a resolution.

Information You MUST Provide:

For any OS&D situation, gather the following details:

1. Reason for the issue: Clearly explain why the product is being rejected or what the problem is (e.g., "pallet damaged," "two cases short," "extra pallet not on BOL").
2. BOL Notation: Confirm if the OS&D was noted on the Bill of Lading by the shipper or receiver. If possible, you should also make a note yourself and have the facility representative initial it.
3. Quantity Affected: State the exact quantity of product involved in the OS&D (e.g., "3 cases," "1 pallet," "50 boxes").
4. Pictures: Take clear pictures of:
   • The entire affected product.
   • The SKU code or barcode on the product.
   • The BOL with the OS&D noted (if applicable).

Once you have this information and the pictures, send everything to a support agent using Support Hub in the CloudTrucks app.

Important: Do not take any further action with the product or leave the delivery location until an agent or the broker provides instructions. You might not be entitled to compensation if you leave early or take unapproved action.

Handling Specific OS&D Types:

• Product Shortage:
  • Shortages usually happen at the pickup location.
  • Action: Notify your dispatcher immediately. Provide a picture of the BOL with the shortage noted. You do not typically need to wait at the location for a resolution in case of a shortage – your main job is to report it right away.
• Product Overage:
  • Overages occur when extra product is loaded.
  • Action: Notify your dispatcher immediately about the overage. The receiver might accept the extra product, or they may reject it. Wait for instructions from your dispatcher on what to do with the excess product. This could involve taking it to another location or arranging for disposal or donation.
• Product Damage:
  • Damage often happens during transit.
  • Action: Notify your dispatcher immediately and provide the required information and pictures. Possible resolutions for damaged product include:
    • Reworking: The product might need to be restacked to be safely delivered. This could happen at the current location or another facility.
    • Donation: If the product is usable but doesn't meet the receiver's standards, it might be approved for donation. This would be arranged.
    • Disposal: If the product is unsalvageable, disposal will be arranged.

Key Takeaways:

• Report Immediately: As soon as you discover an OS&D issue, notify a support agent.
• Document Thoroughly: Provide all the required information and pictures. This is essential for resolving the issue quickly.
• Wait for Instructions: Do not take action on the product until you receive instructions from a support agent or the broker.

By following these steps, you help ensure OS&D issues are handled correctly, minimizing delays and potential issues for everyone involved.