My Product was Rejected - Now What?

When a carrier experiences a product rejection for any reason while delivering a load, you must notify the broker of the load immediately.

To notify the broker of the load, please follow these steps:

  1. Open the Convoy app and select “My Loads

  2. Select the active load from the “Booked” tab

  3. Tap the Support icon in the upper right corner

  4. From here you can:

    • Report the problem in the app

    • Call the broker

  5. Provide all relevant details.

The broker of the load will work with you and the shipper to determine how to proceed. The final resolution for the rejected product may depend on whether there was an overage, shortage, or damage to the product. The resolution time can vary depending on the broker, the customer, and the time of day that the rejection occurs.