Disputing a Charge
If you believe an invoice contains errors or unauthorized charges, here's how to resolve it.
When to File a Dispute
Common reasons for disputes:
- Incorrect rate on the invoice
- Unauthorized accessorial charges
- Charges for services not rendered
- Duplicate invoices
- Discrepancies between rate confirmation and invoice
How to File a Dispute
- Go to Orders > [Select the order]
- Click the Invoice tab
- Click Dispute Charge
- Select the reason for your dispute
- Provide a detailed explanation
- Upload supporting documents (rate confirmation, BOL, photos, etc.)
- Submit the dispute
Dispute Resolution Process
- Filed — Your dispute is submitted and the other party is notified
- Under Review — Both parties have 5 business days to respond with evidence
- Mediation — If unresolved, EZShip support reviews all documentation
- Resolution — A decision is made within 10 business days
During a Dispute
- Payment is paused for the disputed amount
- Non-disputed amounts are still processed normally
- Communication between parties continues through the platform
- Both parties can submit additional evidence
Possible Outcomes
- Charge upheld — Original invoice stands, payment proceeds
- Charge adjusted — Invoice is modified to the correct amount
- Charge reversed — Disputed amount is refunded or cancelled
- Split resolution — Compromise amount agreed upon
Preventing Disputes
- Review and confirm all rates before accepting loads
- Document everything with photos at pickup and delivery
- Report accessorial charges in real-time through the app
- Communicate any issues immediately through in-app messaging