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Cancelling/Falling off Loads

Convoy's 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 60 minutes after accepting do not impact your scorecard if the falloff occurs more than 24 hours prior to pickup

 

What kind of falloffs do / do not impact 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 issue.  
Accidentally accepted shipments canceled within 1 hour of accepting and more than 24 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.  

 

You can identify the loads impacting your score by selecting the “Profile” tab and tapping the scorecard metric: FALLOFFS.  If you have any questions, reach out to compliance@convoy.com

 

Details about Falloff and Cancellation Policy:

At Convoy, 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 must falloff a load, please notify Convoy immediately. The easiest and fastest way to cancel a shipment is through the app. Learn how to do that here. Emailing or texting to be removed from a load is not an acceptable way to cancel a load. 

Note: A high rate of falloffs compared to completed shipments may lead to limited load board access. For example, accepting 10 shipments but only hauling 1 of them would be considered improper utilization of the Convoy load board. We consider a high ratio of falloffs to be a carrier reliability issue, and will result in a flag on your Convoy account. When accepting shipments, we expect that carriers are certain that they will be able to haul the shipment and only fall off should something unexpectedly cause them to no longer be able to pick up the load.

 

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. 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 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 FalloffsFalling off a shipment 24 to 48 hours prior to the pickup appointment (or end of a pickup window). 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 RMIS.
    • Maintain compliance status by following FMCSA safety guidelines.
    • Alert Convoy of issues you’re having on Convoy shipments, 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.
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