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Welcome to Super Dispatch Help Center

What Super Dispatch Support Can and Can’t Change

Table of Contents

    Introduction

    Super Dispatch Support can help with most questions about your account, loads, and payments. But some records and settings can't be changed by our team. They're protected so that every load has an accurate history that shippers, carriers, and drivers can trust. This article explains what Support can't change and what you can do instead.

    Note: These limits apply to every account and every request, including urgent ones. Support can't make an exception, even with approval from the other party on the load.

    Load Records

    Bills of Lading (BOLs)

    Support can't edit a BOL. The BOL is the official record of the vehicle's condition and the handoff between pickup and delivery. It includes inspection photos, damage marks, signatures, and the time and location of each step. Changing it after the fact would make that record unreliable for everyone on the load.

    • Support can't edit or remove inspection photos, damage marks, or signatures on a BOL.
    • If something on a BOL is wrong, the shipper and carrier should work it out directly and document it in their own records.

    Pickup and Delivery Dates and Times

    Support can't change a load's actual pickup time or delivery date. These are recorded automatically when the driver completes the pickup and delivery steps in the Driver App.

    • If your schedule changes before pickup or delivery, drivers can update their ETA in the Driver App.
    • For scheduled dates on an order, the shipper can edit the order in Shipper TMS.

    Assigning and Deleting Loads

    Support can't unassign, reassign, or delete loads for you. These changes affect drivers, dispatchers, and the other party on the load, so they need to be made by someone on your team with the right permissions.

    Payments and Refunds

    • Failed shipper payments: Support can't retry a payment that failed. The carrier should contact the shipper, and the shipper asks Super Dispatch to retry it.
    • Payments on hold: Support can't release a SuperPay payment that a shipper put on hold. Only the shipper can release it.
    • Payment method and terms: Support can't change the payment method or terms on an order. The shipper sets these on the order.
    • Refunds: Support can't issue refunds.

    Verification Decisions

    Support can't approve, deny, or change a carrier or shipper verification decision. These decisions are made by the Compliance team. If you have questions about a verification decision or need to submit more information, email compliance@superdispatch.com.

    Ratings

    Support can't edit or remove a rating because you disagree with it. If you believe a negative rating is inaccurate or unfair, email the Disputes team at disputes@superdispatch.com with the Load ID and supporting documents. Ratings that violate our community standards are removed.

    FMCSA Records and Authority

    • Support can't change your USDOT record, reinstate your operating authority, or help with FMCSA MOTUS or Login.gov. These are handled directly by the FMCSA.
    • Support can't change the phone number or company details pulled from your FMCSA record. Update them with the FMCSA first.

    Account and Notifications

    • Account admin: Support can update who the admin is on your company account, but only after completing a security check to confirm the request is authorized.
    • Merging accounts: Support can't merge two Super Dispatch accounts.
    • Text messages: If you replied STOP, Support can't turn texts back on. Text START to +1 (833) 963-2500 from your phone.
    • Login details: Support will never ask for your password or a login code, and can't share another user's login with you.
    • Private Network access: Support can't speed up Private Network setup. A team member will contact you when it's ready.

    What Support Can Help With

    Support can still help you:

    • Understand a load's history, status, or Activity log
    • Find the right steps to update information you control
    • Troubleshoot app, sync, and login issues
    • Point you to the right team, such as Disputes, Compliance, or Fraud

    Next Steps

    Need to update a pickup or delivery time? Learn how drivers add and update ETAs in the Driver App.