Frequently Asked Questions
Find detailed answers for shippers, carriers, brokers, vehicle transport, account setup, and billing. Use keyword search or filter by category.
How do you handle carrier quick-pay?
Quick-pay options are available based on carrier agreements and fees. The quick-pay amount and timing are outlined in the settlement terms.
Read full answerDo you support purchase order numbers?
Yes. You can add PO numbers to shipments and invoices for reconciliation. PO fields can be required for specific accounts.
Read full answerWhat taxes or fees may apply?
Taxes depend on jurisdiction, shipment type, and service. Any applicable taxes or fees are listed on the invoice with supporting details.
Read full answerCan I split billing across departments?
Yes. We can set up cost centers or reference fields to allocate charges by department or project. Provide the required PO or reference data.
Read full answerHow do credit memos work?
Credit memos are issued to offset invoice balances when adjustments are approved. They appear in your billing history and can be applied to future invoices.
Read full answerHow do I change currency or billing country?
Currency and billing country settings are managed by your billing admin. Contact support if you need multi-currency or cross-border invoicing.
Read full answerCan I set up net terms or credit?
Net terms may be available after a credit review. Contact your account team to request terms and provide required financial documentation.
Read full answerCan I automate billing via API?
Yes. Our API can send invoice data and payment status updates to your systems. Contact your account team for access and documentation.
Read full answerHow do I get a copy of a paid invoice?
Open the invoice in the billing portal and download the PDF copy. Paid invoices remain available for reporting and audits.
Read full answerDo you provide billing statements?
Yes. Statements summarize invoices, payments, and balances for a selected period. You can download them from the billing portal.
Read full answerCan I dispute an invoice?
Yes. Submit a dispute from the billing portal with supporting details. We will review and respond with adjustments or clarification.
Read full answerHow do I pay by ACH or wire?
Use the billing portal to add bank details and follow the payment instructions. We will confirm receipt once funds are posted.
Read full answerWhat is your late payment policy?
Late payment terms are outlined in your service agreement and may include fees. Contact billing if you anticipate delays so we can coordinate.
Read full answerHow are insurance charges shown?
Insurance charges appear as a separate line item with coverage details. You will see limits and premiums on the invoice.
Read full answerWhat is the credit card processing fee?
Credit card payments made through the billing portal use Stripe's 3.40% + $0.30 fee for Canada billing addresses. Billing addresses outside Canada add 0.80% ...
Read full answerWhat payment methods do you accept?
We accept ACH, wire, and approved card payments depending on your account setup. Your billing settings will show available options.
Read full answerHow do you handle accessorial billing?
Accessorials are billed only after approval and supporting documentation. The invoice lists the accessorial type and any approval reference.
Read full answerWhen are invoices issued?
Invoices are issued after delivery confirmation and document approval. You will receive a notification and can view invoices in the billing portal.
Read full answerWhat happens if a shipment is canceled after billing?
We review cancellation terms and issue credits or adjustments as appropriate. Documentation of carrier dispatch status helps determine final charges.
Read full answerHow do I update billing contacts?
Billing admins can update contact information in Company Settings. Changes apply to new invoices and billing notifications.
Read full answerHow are refunds processed?
Refunds are issued to the original payment method once eligibility is confirmed. Timing depends on payment provider settlement cycles.
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