What do I do if my BOL is rejected?


Uploading clear, complete BOLs in the Convoy app is the final step to confirm the delivery of a shipment. When picking up a shipment, take the time to understand what paperwork is required. If you notice any mistakes, please report the problem to the broker of record of the shipment immediately. The broker reserves the right to withhold payment until you submit accurate paperwork and it is validated by the broker. Following validation, the Convoy Platform will facilitate the payment. 

You will receive emails and text messages when paperwork is missing or rejected. Checking your text history or searching your email for the load ID can help you find the reason for rejected paperwork. In the event that your BOL is rejected, your carrier will need to pursue all avenues to remedy your documents’ insufficiency. This may include re-uploading the BOL, contacting or returning to the facility to request additional paperwork or written confirmation from the receiver the shipment was delivered. 

Below are common reasons for rejection and directions for how to resolve the issue:

IMAGE QUALITY ISSUE: We need a new copy of this paperwork. Having trouble? Make sure the BOL is on a flat surface, in a space with good lighting. Hold the camera steady and take a photo.

  • BLURRINESS: The BOL uploaded is too blurry to be approved.

  • CONTRAST: The BOL uploaded is either too light or too dark to approve.

  • CROPPED: We’re unable to read all the information on your BOL. Please make sure all four corners of the BOL are visible.

INCOMPLETE: The BOL submitted is missing something. Please make sure that all lumper receipts, and supplemental pages have been uploaded. If your BOL has notes about a supplemental page, or a packing list, this is required for payment. The shipment notes will verify if you need additional paperwork based on the facility you deliver to. 

MISSING BOL: No BOL has been received! Please make sure you upload all paperwork received at the facility. 

MISSING PAGES: The document you submitted is incomplete. If your BOL states that there are multiple pages (i.e page 1 of 3) or a master BOL, we require a picture of each page. If your shipment covered multiple POs, we require documentation for each PO. 

WRONG SHIPMENT: The BOL provided does not match the shipment details. Please check your rate confirmation and make sure the information matches up. You can use the contact information provided on your rate confirmation to contact the facilities to request copies of BOLs if necessary.

If you require immediate assistance with your BOL on loads, please contact the broker of the load. The broker contact information is listed in the rate confirmation and in the Convoy app on the load details page.