Cancelling/Falling off Loads
The Convoy Platform Falloff and Cancellation Policy:
Falloff occurs more than 48 hours prior to pickup = No Scorecard Impact Falloff occurs between 24 - 48 hours prior to pickup = Partial Scorecard Impact Falloff occurs less than 24 hours prior to pickup = Full Scorecard Impact Note: Falloffs that occur less than 5 minutes after accepting do not impact your scorecard if the falloff occurs more than 8 hours prior to pickup. |
What kind of falloffs do / do not impact a carrier's scorecard?
Falloffs that DO NOT or DO impact your scorecard | DO NOT | DO |
Falling off of a shipment more than 48 hours before pickup. | ✓ |
|
Falloffs caused by a shipper or Convoy Platform issue. | ✓ |
|
Accidentally accepted shipments canceled within 5 minutes of accepting and more than 8 hours before pickup. | ✓ |
|
Carrier-caused falloffs that occur less than 48 hours before pickup. |
| ✓ |
Falloffs caused by delays on previous, non-Convoy shipments. |
| ✓ |
Removed from shipment due to insurance or compliance reasons. |
| ✓ |
Falloffs caused by mechanical issues/breakdowns. |
| ✓ |
Removed from a shipment due to a trailer rejection. |
| ✓ |
Falling off a shipment to haul a different Convoy Platform load. |
| ✓ |
You can review the loads impacting your score by selecting the “Profile” tab and tapping ‘Falloffs’. If you have any questions or concerns about a load listed as a falloff, you can click Request Review directly in the app and we will happily review.
Details about Falloff and Cancellation Policy:
On the Convoy Platform, we take falloffs (cancellations) seriously. Completing the loads you accept is an important part of doing business together. With that said, we understand that it can be necessary to cancel a load due to unforeseen circumstances. While we track each cancellation, it only impacts your ability to book new loads when it becomes a trend over time.
If you have to fall off a load, you must cancel the load through the app. Contacting the Broker via email, text or phone is not an acceptable way to cancel a load. Learn how to cancel loads here.
When a carrier cancels a load, they are ineligible to re-accept the same shipment for 24 hours.
All carrier caused falloffs, regardless of when they occur, may result in temporary bidding restrictions. The closer the falloff occurs to the pickup appointment the longer the bid restriction. Carriers with an Excellent Falloff Service Rating will receive shorter bidding restrictions.
A high rate of falling off of shipments, even far in advance, may impact your access to loads on the Convoy Platform, regardless of scorecard impact. Carriers that continue to fall off shipments may be exited from the Convoy Platform.
Frequently Asked Questions:
What is Falloff Severity?
Not all falloffs are treated the same - for example, falling off a shipment 2 hours prior to pickup will impact a carrier's scorecard much more than falling off 47 hours prior to pickup.
Severe Falloffs: A carrier-caused cancellation occurring less than 24 hours before the pickup appointment is called a Severe Falloff. This type of falloff has a greater impact on your scorecard than a falloff requested earlier because of the added operational burden it takes for Convoy Platform to recover the load. Repeated instances of this will lead to a suspension or deactivation, so be sure to avoid this when possible.
Non-Severe Falloffs: Falling off a shipment 24 to 48 hours prior to the pickup appointment (or end of a pickup window) is called a Non-Severe Falloff. These are also referred to as Partial scorecard impact, meaning these falloffs will impact your scorecard but not as much as a Severe falloff.
Learn more about Severity here.
What can carriers do to avoid falloffs?
Review all load details carefully before accepting. Accepting a load is a carrier’s agreement to haul the load as-is.
Plan sufficient time in between shipments and be cautious of overbooking your truck.
Keep insurance documents up-to-date with the Convoy Platform.
Maintain compliance status by following FMCSA safety guidelines.
When experiencing issues on a load, alert the broker of the load immediately, especially if you believe it will impact future loads.
Regularly maintain equipment to avoid breakdowns and trailer rejections.
Note: If you are experiencing a mechanical issue, avoid booking additional loads until the issue is fully resolved.