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How to Handle a Failed Payment from a Shipper

Sam
Updated

Introduction

If you're a carrier and see Shipper Payment Failed on a load, SuperPay couldn't collect the payment from the shipper for that delivery. This article explains what the status means, where you'll see it, and what to do.

Note: You don't need to contact Super Dispatch Support about a failed shipper payment. Reach out to the shipper on the load instead. Only the shipper can ask Super Dispatch to retry the payment.

Where You'll See the Status

In Carrier TMS

  • Shipper Payment Failed shows on the load in your load list and on the Load Details page.
  • It appears at the same time it shows in Shipper TMS.
Carrier TMS load list with a delivered SuperPay load showing the orange Shipper Payment Failed tag, above a load showing Payment received

By Email

  • You'll get an email at your company email address with the load details and the shipper's contact information.
Shipper Payment Failed email from Super Dispatch showing the load ID, payment amount and terms, pickup and delivery locations, the shipper's contact information, and a View Load Details button

In the Driver App (Owner-Operators)

  • Owner-operators also get a push notification in the Driver App.
Phone lock screen with a Super Dispatch push notification reading Shipper Payment Failed, there was an issue with the shipper's payment for the load

What to Do When a Shipper Payment Fails

Step 1: Contact the Shipper

  • Use the shipper's contact information from the email or the Load Details page in Carrier TMS.
  • Let them know the payment failed so they can fix the issue and ask Super Dispatch to retry it.
Shipper section of the failed payment email highlighted, showing the shipper's company name, phone number, and email address

Step 2: Watch for the Status to Update

  • After the shipper's payment is retried successfully, the load status updates to SuperPay Charged automatically.

Failed vs. On Hold: What's the Difference?

Shipper Payment Failed

The shipper's payment didn't go through, usually because of a bank issue on their side. Contact the shipper to resolve it.

Failed Payment (Carrier Bank Issue)

There's a problem with your bank account, such as:

  • An incorrect routing or account number
  • A returned transfer
  • A closed or unsupported account type

You'll be asked to update your banking information before the payment can be sent again.

Payment on Hold

After a failed payment, the status may later change to Payment on Hold. This doesn't mean the payment went through. It means the load is paused for another reason, usually missing documents or delivery steps.

  • Open the load to see why it's on hold.
  • Make sure the delivery time is confirmed.
  • Complete any other required documents.

If you're not sure why a status appeared, email support@superdispatch.com with the Load ID.

Tracking Payment Status Changes

  • The load's Activity log records when a shipper payment fails.
  • When the shipper starts the payment again, that event is logged too, along with the expected payment date.
Load Activity log in Carrier TMS with the Shipper Payment Failed entry and the Shipper initiated payment entry highlighted above the delivery and pickup events

Next Steps

See what every SuperPay payment status means for carriers.

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