You made it to your appointment on time, but now face an unexpected problem- some of your load details were not right! We know that these errors are not only frustrating for you as a truck owner, but can be costly and time-consuming.
This article explains why this happens, where the load details comes from, and what you should do if you run into this issue.
Incorrect load details can include:
- Appointment Times (Pickup or Delivery)
- Facility Address / Location Instructions
- Pickup Numbers
- Reference / BOL / Appointment Numbers (other than pickup #)
- Weight or Commodity Details
Where Does This Wrong Info Come From?
Load details are not generated by CloudTrucks. They originate from the shipper and are passed through multiple layers before reaching your CT load screen:
Shipper → Broker
Broker → Rate Confirmation
Rate Confirmation → CT System → Your App
Because the information flows through several parties, there are many points where data can be missing, outdated, or never provided at all. It's like a game of telephone!
Where the CT App Gets Your Load Information
The CT app displays exactly what the broker provided. If the broker sends:
an incorrect number,
a missing number, or
outdated information,
then the CT app will reflect that.
CloudTrucks cannot generate or correct these numbers ourselves.
What You Should Do If The Load Details Seem Incorrect
When you arrive on-site and something isn't right, here’s what to do:
Step 1 — If it was an incorrect number, try the other identifying numbers in your load details
Before reaching out, try every number listed in the CT app, because some facilities use these interchangeably. Examples include:
Pickup number
Reference number
Appointment number
Load ID
PO number
Any other numeric identifiers
Also- pull up the rate confirmation document attached to your in-progress load in the Jobs List section of the CT App. You may find an additional detail or clue that helps you resolve the issue quickly.
Step 2 — Contact CT Support
If that doesn't work, reach out to CT Support via in-app chat.
Please include:
Which numbers you tried
What the facility told you
Whether you are currently at the gate / facing detention
This helps us escalate quickly.
Step 3 — CT Support contacts the broker
Once we have the details you tried, CT Support will reach out directly to the broker to request an updated or corrected details.
Important to know:
Brokers often need to reach back out to the shipper, which can take time.
CT Support does not always have updated numbers on hand — we are dependent on the broker to get the corrected information.
We will stay on the case and update you as soon as we receive the new information.
Why This Can Take Time
The information chain looks like this:
Facility → Shipper → Broker → CT → Driver
If the facility hasn’t updated the shipper, or if the shipper hasn’t updated the broker, CloudTrucks does not yet have the correct details available. This is why delays happen — not because CT is withholding information.
How CloudTrucks Helps
Even though we don’t control the number, we:
Pass through all details or numbers provided by the broker so you have everything available.
Document what you tried so the broker knows exactly what must be corrected.
Push the broker to get updated details quickly.
Communicate with you immediately once we get a fix.
Summary
Load details like appointment times and pickup numbers are essential, but the information does not originate with CloudTrucks—and often changes upstream. If this happens to you:
Scour your load details in the CT App for any other identifying numbers or times to try.
Contact CT Support and tell us which ones you tried.
We’ll escalate to the broker to request the correct details.
We’re here to help navigate the process and get you moving as quickly as possible.
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