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Welcome to Super Dispatch Help Center

How to Handle a Failed Payment from a Shipper

Table of Contents

    Introduction

    If you're a carrier and see a "Shipper Failed Payment" status on a load, this means that SuperPay was unable to successfully process the payment from the shipper for that specific delivery. This article explains what this status means, where you’ll see it, and what actions you can take.

    Note: You do not need to contact Super Dispatch Support if you see a failed payment. Instead, reach out directly to the shipper listed on the load to resolve the issue.

    Where You'll See the Failed Payment Status

    • The Failed Payment from Shipper status will appear on the Load List and inside the Load Details page in Carrier TMS.
    • This status is displayed at the same time it appears in Shipper TMS.
    • You will also receive an email notification at your company email address with the shipper’s contact information included.
    • If you are an Owner-Operator, you will also receive a push notification in the Driver App.

    What to Do if You See a Failed Payment

    When a payment fails, follow these steps to help get it resolved:

    1. Contact the shipper directly using the information provided in the load details or your email notification.
    1. Once support retries the payment, the load status will update automatically to SuperPay Charged if successful.

    Note: You should always reach out to the shipper first. Support will not retry a failed payment.

    Understanding Payment Statuses: “Failed” vs. “Put on Hold”

    When a shipper initiates payment using SuperPay, you may see one or more payment-related statuses appear in Carrier TMS. Two statuses that can sometimes cause confusion are:

    • Failed Payment
    • Put on Hold

    This section explains what each status means, why it appears, and what steps to take next.

    Shipper Failed Payment

    This status means the shipper’s payment did not go through, usually due to a bank-related issue on their side.

    Note: You do not need to contact Super Dispatch Support if you see a failed payment. Instead, reach out directly to the shipper listed on the load to resolve the issue.

    Where you’ll see it:

    • Load List and Load Details page in Carrier TMS
    • Email notification sent to your company email (includes shipper contact info)
    • Push notification in the Driver App (Owner-Operators only)

    Note: This article focuses on Failed Payment from Shipper.

    Failed Payment (from Carrier)

    This status means there was an issue with your (the carrier’s) bank account, such as:

    • Incorrect routing or account number
    • Returned transfer
    • Closed or unsupported account type

    In this case, you’ll be prompted to update your banking information before payment can be reattempted.

    How the “Put on Hold” Status Works

    After a payment attempt fails, you may later see the status change to “Put on Hold.”

    This does not mean the payment went through. It simply indicates that while the shipper’s payment is still being processed or reattempted, the load has now been paused for another reason—typically due to missing documentation or delivery steps.

    What You Should Know:

    • “Failed Payment” appears first when a payment issue occurs.
    • If the payment is reattempted or additional action is required, the status may shift to “Put on Hold.” Please view the order for additional information on how to proceed.
    • This status transition signals that payment is no longer the only blocker—some delivery or document step may now be pending.

    What to Do Next

    If You See “Failed Payment from Shipper”

    • Check the failed payment email for the load for more details, or view the shipper’s contact information directly on the Load Details page in Carrier TMS.
    • Do not contact Super Dispatch Support. The shipper must contact support to retry the payment.

    If You See “Put on Hold”

    • Make sure all steps related to delivery have been completed:
      • Confirm delivery time
      • Complete any other required documentation

    If You’re Unsure Why the Status Appeared

    Reach out to our Support Team with the Load ID so we can take a closer look.

    Tracking Payment Status Changes

    • The Activity Log will show a record when a payment fails.
    • When a shipper requests a retry and payment processing begins again, that event will also be logged in the Activity Log.
    • You can use these logs to confirm when actions were taken and monitor status updates.

    Need Help?

    Should you have any further questions or need additional assistance, please feel free to contact our support team at any time. You can reach us via email at support@superdispatch.com, or simply click on the chat icon in the bottom right-hand corner of your screen to start a conversation with us. We’re here to help and look forward to assisting you!