Claims and Disputes
Introduction
RocketFuel allows you to submit and track carrier claims and disputes with your 3PL. The process allows you to submit the details to your 3PL. Your 3PL will then follow their claims and dispute policies and keep you updated on RocketFuel.
How to Submit a Claim or Dispute
Step 1: Navigate to the desired Shipment or Order record. Select 'open dispute' at the top right of the page.
Shipments and Orders can only be disputed within 30 days
Step 2: Complete the dispute form. The required information will change based on the dispute reason. Select Open Dispute once the form is complete.
Status Codes
The following dispute status code options are available in RocketFuel:
- Not Yet Submitted
- Need More Info
- Pending
- Claim Denied
- Escalation in Progress
- Settlement Offer
- Re-Shipment or Service Replacement
Reason Codes
The following dispute Reason Code options are available in RocketFuel:
- Lost Package
- Damaged Packaged
- Delayed Delivery
- Missing Content
- Stolen Package
- Incorrect Billing
- Delivery Location
- Undeliverable Package
- Customs or Duties
- Incorrect Measurements
How to View Submitted Disputes
Both open and closed disputes can be viewed on the Claims & Disputes table.
Select the Object # (Shipment ID or Order ID). The following section will appear on the record:
Within this view, you may update the following information:
- Claim ID or Reference Number
- New Status
- Add Additional Files
Related Articles
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