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OS&D Procedures

Claims Department

Loss Tracking


all departments

Overages, Shortages, and Damages (OS&D)

immediately send os&d email using os&d Canned response template

Whenever any portion of a load is reported as having an overage, shortage, damage, refused, or incorrect product it must be reported immediately to the appropriate Customer Team (Customer Distribution List or Operations[1 or 2]@) with the Carrier Sales Rep cc'd.

Canned Response: OS&D

To: [Customer Distribution List or Operations Email Address]

Cc: [Carrier Sales Rep]

Subject: [Order #] / [Lane] / [Type of OS&D]


ORDER #: 55557


O, S, or D: 2 Damaged cases

REASON: Unsure cause – leaking/busted

QUANTITY: 2 cases

PRODUCT CODES: Lot # - 20170115 (leaking), and Lot # - 20170127 (busted box)

CARRIER STATUS: On his way to second delivery with freight still on truck

FREIGHT STATUS: Fully rejected, on the truck still

PICTURES ATTACHED: Requested, will advise once I have them




O, S, or D: 








tracing rep responsibilities:

1. Send OS&D canned response email to appropriate parties

Carrier Sales Rep responsibilities:

1. Request from the carrier: Pictures (if damage is reported), POD, BOL, explanation of the circumstances surrounding the OS&D, and any other relevant documentation

- Booking reps can request that support team gather any of the needed information and documentation, but the booking rep is ultimately responsible for making sure the Claims Department gets what is needed

2. Notify the appropriate Customer Sales Representative or Account Manager immediately so they can ask the customer what to do with the product

3. Confirm if the trailer was sealed.  If pallets have shifted causing damage, confirm that the driver was satisfied with the condition of the product when the trailer was loaded or that Shipper Load & Count [S.L.C.] is clearly noted on the bills

4. Do not allow the Carrier to leave the facility, dispose of any product, or donate any product until they hear from a T1 representative.  Ask them to stay patient until the issue is resolved. 

5. Mark the load hazardous in Keypoint and continue to follow up until the issue is resolved

Customer Sales Rep/Account Manager responsibilities:

1. Notify the customer immediately of the situation.  Be ready to provide any available paperwork as back-up (POD, lumpers, etc.)

2. Ask the customer for disposition instructions: 

- Dispose of product,

- Donate product (Occasionally a Customer will ask for a donation slip; tax-deductible),

- or Return product to Shipper or Consignee

a. If returning back to Shipper, discuss costs involved and confirm any additional charges with the Customer.  If returning back to consignor, ask for RA# (Return Authorization#)

b. Three available options are:

i. We can request that the Carrier delivering the product in question return it

ii. We can set-up an LTL Carrier to return the product (Offer a quote to Customer if needed)

iii. The Carrier may bring product to their yard (if possible) and the Customer may set up an LTL Carrier to pick up product in question

3. Confirm with Customer if there is going to be a claim on the load:

- If yes, please request official claim form from Customer and forward all paperwork to

- If no, inform Carrier Rep there will be no claim and pass along the Customer’s decision regarding what to do with the product in question.

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Claims Department

Upon Receipt of Formal Claim Notification: 

1. Respond to customer acknowledging receipt of the claim and advise we will begin our internal investigation of the matter 

2. Verify we have received the following documents:

a. Claim Amount is USD

b. POD from the carrier

c. POD from the consignee

d. BOL from the consignor

e. Product Invoice, or other documentation supporting the claimed dollar value

f. Pictures, if reported claim includes damages

3. Begin investigating by comparing the paperwork from the Customer to the paperwork from the Carrier, watching for any inconsistencies between the two

a. First examine the BOL to determine if the load was shipper load and count (SLC) and if there was a seal

i. Was the seal intact upon delivery?

- If the load was SLC and there was a seal, the customer has to prove carrier negligence

- Claims on these types of loads are easily denied because the carrier was not responsible for correct product count and securement of the cargo on the trailer. Seal intact means the carrier never touched the freight, therefore they can not be held liable

Goal: determine who is contractually liable for the loss

If Claim is Valid: Documentation and account of events proves the carrier is responsible for the loss

If a claim is valid, we are responsible for compensating the claimant (our customer). We want to collect claim payment from the transporting carrier first, before reimbursing our customer

- T1 will reimburse the claimant prior to collecting payment from the carrier if the customer insists and is persistent (they threaten to take loads away). Otherwise, we withhold payment until the carrier pays the claimant directly, or pays T1 the full claim amount

1. Compose formal claim notice and send to the carrier. Include all supporting documentation, including but not limited to, the POD, BOL, product invoice, and pictures

a. Direct carrier to submit payment directly to the address the Customer specifies

b. If the carrier has signed our Carrier Contract, and has any open loads with us, we can withhold the value of the claim from payments due to them

c. Carriers have 30 days to respond and pay the claim

d. Template Carrier Claim Notice is located here: S:\CLAIMS\Templates_Blank Forms

2. Update the “Current Claims” spreadsheet located on Google Drive with current status of the claim. Update this spreadsheet weekly until the claim has been closed

3. Claims are not “closed” until full payment has been received by our Customer

If Claim is Valid and is Denied by Carrier: 

1. Continue to explain why Carrier is responsible for payment of the claim

2. File Payment Demand Letter, if necessary

3. Might have to settle for a lesser amount, institute installment payments, and act as a collections agent until payment is satisfied

Role of Claims Manager: Middleman between Customer and Carrier

We transfer information from one party to the other. We do not form opinions. 

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Claims Loss Tracking and Notification to Ownership

Claims Manager will send ownership an email of all claims open more than 60 days and over $500 in value

The email will be a written summary of the circumstances that led to the loss, and detailed notes of actions being taken to solicit payment from the responsible party

Ownership will be notified of open claims under $500 value after 90 days from initial claim date

TRACKING SPREADSHEET: Google Sheets "Claims Loss History" → Click Here

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