Cartage Interface Training. KPI s (Key Performance Indicators) Service Requirements

Transcription

1 Cartage Interface Training KPI s (Key Performance Indicators) Service Requirements 1

2 Introduction Logging into the Cartage Interface Accepting Shipments (Shipment Management Screen) Shipment Details Uploaded Documents Shipment Summaries & Special Services Barcodes & Customer BOLs Labels (identifying Complete shipments on freight) Dispatch for Service On Hand Report Proof of Service Invoicing Shipment Statistics Agent Profile Parent Info Market Info Market Accessorials User Driver Equipment Details Uploading Documents KPI s and Service Requirements Local to Local Shipments Procedures (Proof of Service) Troubleshooting Guides (Proof of Service) 2

3 Forward Air began offering P&D service in 2006 that includes bundled pickup, delivery or both Your company has been selected as a carrier option to provide service for our customers In the design of the new service, Forward Air developed a proprietary Cartage Interface tool to manage pick-ups, deliveries and most Cartage Vendor communication All Cartage Vendors are required to use the Cartage Interface or an approved EDI third party software as an alternative: Cartage Interface requires your company to access all orders, confirm acceptance of pick-up and delivery requests, input confirmations, dispatches, and enter proof of delivery or pickup information within 30 minutes Cartage Interface requires the confirmation and submission of electronic invoices unless a manual invoice is approved by Forward Air Complete within 30 days The Cartage Interface is accessed from our home page at by clicking on at the top of the web page and selecting Cartage Vendors (see page 5) This presentation will take you through the online screens you will use for the communication functions with Forward Air Your computers must be set to allow pop up windows on your pop up blocker to allow print-offs of our waybill and customer documents 3

4 Cartage Vendors will use the Cartage Interface at to receive orders and communicate transaction results with Forward Air Accept/Reject Pick-up and Delivery Dispatches Input Dispatching updates or schedules Input Proof of Pick-up and Proof of Delivery Add damage or other exception comments Create Invoices and electronically submit to Forward Air Preload Notations View Activity with Forward Air Remember, updates are required using Cartage Interface within 30 minutes of a pick-up or delivery occurring For assistance with access or use of the Cartage Interface or any service questions, please contact the Carrier Management Group at or via at cmg@forwardair.com 4

5 Forward Air and it s customers book shipments which then populate within the Cartage Interface Notification is sent directly by to your company user logins with the alert status turned on Once you have submitted your acceptance or rejection of pick up or delivery, these will clear from the shipment management screen. The shipment will move to the Dispatch for Service screen Dispatch for Service entry will show the shipment OFD (Out for Delivery) in our Cartage Interface. Your office will enter this information once a driver is dispatched for the shipment that day. You will also enter your scheduled details for residential appointments, and confirm preset appointments set by our customers from this screen Once the order is picked up or delivered, you will update the Proof of Service screen. On this screen you will provide POP (Proof of Pickup) and POD (Proof of Delivery) information along with options to post damages if notated by the shipper or consignee. The shipment will then move to the Ready to Invoice for billing once all pieces are confirmed tendered or delivered. From the Ready to Invoice screen your team will verify the charges and invoice through the Cartage Interface Once invoiced you can track your invoice via Invoice Status Flow Chart Shipment Management Screen Dispatch for Service Proof of Service HCPOD Received Ready to Invoice Invoice Status 5

6 Forward Air Website and Cartage Vendor Login 1. Click on the button and select Cartage Vendors 2. Enter User ID and Password (both are case sensitive), then click Login 3. After logging in you will be redirected to the Shipment Management section The TOOLS toolbar allows you to navigate to different sections of the cartage interface Vendor Login Screen: 2 Forward Air Website:

7 Shipment Management Screen 1. Select from one of the categories to see current shipments assigned to your company All will show you all of the PU & D shipments,including any Local Only shipments (Pickup and Delivery, freight does not return to our location) 2. Clicking on the Forward Air bill number will take you the Shipment Details page providing full details on that specific shipment 3. Check box next to the Forward Air bill number selects the shipments that you are ready to accept or reject Note: Shipments cannot be accepted/rejected more than 24 hours ahead of departure 4. Choose Accept or Reject for the shipments on the list. You can do this individually, or select to Accept all shipments at one time 5. Click the Submit Request button to confirm your acceptance 6. You may print a copy of each FA waybill selected. Maximum number that can be selected is 10 waybills at a time

8 After Selecting Shipments to Accept or Reject 1. Cartage Interface will open a new window listing all the orders selected 2. Select either Yes or No to confirm your request to accept or reject of the orders selected 1 2 8

9 After clicking on a Forward Air bill number in the Shipment Management screen The Shipment Details page displays full shipment information including pieces (skid or actual piece count Info will vary), weight (dim and/or actual), date of action & special services are shown 1. Estimated charges reflect the contracted rates & the applicable fuel surcharge you will be paid 2. List of all special services required and the appropriate charges you will receive 3. This is the location and contact information for the pick-up and delivery points 4. Click on Print Waybill box to get copies which will be the Proof of Pickup and Delivery documents for these transactions. Click on Print Details for a copy of the shipment details. Do not use the shipment details print version for the proof of service signature. This is an internal document only for your company 5. Shows who accepted the shipment 6. Provides latest status update of the shipment our customer sees 7. Shows if this shipment has been invoiced 8. Provides original booked dimensions and weights provided by the shipper (Customer Dimensions) Dimensions and weights updated by the FA Origin Station once freight was received will be listed below if available (Dimensions) 9. Comments section for status updates. (Cannot be used for shipment delays, additional fees, or failures) Do not use the comment section to notify of damages. A call prior to service is required for approval. Documentation of damages will be required on a subsequent screen

10 Upload Documents Booking Documents uploaded by the shipper will be available for bookings within our Cartage Interface. Depending on the services of the waybill, the pickup and/or delivery documentation areas will be displayed. There are 2 types of documents that can be loaded for each option. 1. A shippers document requiring signature This is used instead of the FA bill of lading 2. Any other type of document. other documentation required for pickup or delivery (commercial invoice, delivery order, etc.) Signature documents will be in a PDF document only. Other documents uploaded for Pickup and Delivery shipments will be considered as secondary documents Shipment Detail Documents will be listed on the Shipment Details screen. Each document uploaded will be a link that can be viewed when selected Note: Pickup documents will only be displayed to the pickup carrier. Delivery documents will only be displayed to the delivery carrier

11 Document Alert 1. Shipments that have uploaded documents (or shippers doc ) will show an icon in the Shipment Management summary and within the Special Services field that looks like a piece of paper. This alerts you that the shipment has a document which needs to be printed and used when performing service. *Be sure to read the Special Instructions as they will often contain specific directive. 1 11

12 Alerts If documents are added after the shipment has been booked, an will be sent to the agent notifying them Important documents have been attached to air bill # XXXXXXXXX. Please log in and print off documents. If you have any questions, please call CMG. Thank you. An alert will be sent to the agent notifying them Important documents have been removed from air bill # XXXXXXXXX Please dispose of documents that may already have been printed prior to this notice Management Summaries On the Shipment Management, Dispatch For Service, and the Proof Of Service summaries, there is a column called Special Services (1). The column indicates the different service options (Hazmat, In bond, Oversized Shipment, Pickup/Delivery docs) on an air bill. If documents for that option exist, then the name of the Special Service option will be listed. The newest service option developed for the network is the PU Docs Required service. When this service option is displayed in the Special Services column 1 12

13 1. The latest service option developed for the cartage interface is the PU Docs Required service. This new service was created to improve visibility of the document(s) required upon tender at Forward Air. 2. When drivers are making a pickup they are required to ask for document(s). Depending on the customer s request, the document(s) itself can vary (hazmat shipping papers, customs paperwork, commercial invoice, MAWB, customer s BOL). 1 Clicking on the folder ( ) icon will show a pop-up box listing the specific documents that we need. In this example, we would need the Bill of Lading (BOL) and the House Airway Bill (HAWB). The new PU Docs Required alert will also be visible in the Forward Air Waybill The new PU Docs Required alert will also be visible in the Shipment Details area of the interface. Note: If there is no paperwork at the time of PICKUP, then call CMG at while on-site. Do not pull the driver. 13

14 Oversized Shipments 1. Oversized Shipments are also flagged within Special Services 2. A blue truck icon will be present when this applies 3. Reason for the icon: The shipper has supplied dimensions for their shipment but exceed our programs standard limits of 120 in length, 82 in width, or 89 in height for any individual piece 4. Go to the Shipment details page to review the provided dimension 5. Contact the CMG (Carrier Management Group) group and advise if you are able to provide service for this shipment under the standard rates

15 Barcode Document 1. A Forward Air barcode will be placed at the top of all documents that require a signature. These documents will be listed as a PDF document. Our Barcode extension will be added as a part of the image 2. FA Waybills printed from the Cartage Interface also have the Barcode which is across the bottom. Only use waybills printed directly from the Cartage Interface APPENDIX A Barcode Document

16 When recovering from the local terminal, Forward Air Complete shipments can be identified by the label 1. There will be a C after the destination station airport code 2. An abbreviated version of carrier handling the final mile will be displayed

17 Dispatch for Service & Scheduling Residential Shipments 1. When a driver has been dispatched to pickup/deliver a Forward Air Complete shipment, enter the date and time in the Cartage Interface 2. This entry will show the shipment is DFP or OFD (Dispatched for Pickup or Out for Delivery) 1 17

18 Dispatch for Service & Scheduling Residential Shipments 1. Select the shipments you want to Dispatch for Service 2. Enter the date and time these were placed DFP (Dispatched for Pickup) or OFD (Out for Delivery) with your driver. 3. Click the DISPATCH FOR PICKUP or DELIVERY button 4. A confirmation page will open 5. Select Yes or No for the shipments and Dispatch dates and times entered

19 Dispatch for Service & Scheduling Residential Shipments (Continued) Residential shipments requires carriers to reach out to the consignee and schedule an agreed upon pickup or delivery date between both parties 1. Once the service date has been confirmed, update the Cartage Interface 2. Click on Schedule Detail 3. The DELIVERY Details page will appear 4. Enter the confirmed service date and click SAVE to update the Cartage Interface

20 Confirming Appointments The Cartage Interface will assist in identifying shipments that are date or time specific 1. The Confirm Appt link will be displayed in blue 2. Click on the Confirm Appt button and the Cartage Interface will open a new window advising the scheduled date time for a shipment 3. Click the Confirm option to acknowledge intent to service and that the service timeframe conditions will be met 4. If unable to meet the requirements, contact CMG (Carrier Management Group) immediately

21 Confirming Appointments 1. Appointments with the! icon are also time specific shipments. Please pay attention to service timeframes when planning for service. 1 21

22 Inventory Tracking 1. The On Hand report is used to identify shipments that has been recovered for delivery, or shipments confirmed as picked up but have not dropped to our station 2. Pickup Only identifies freight that has been picked up but has not yet dropped to our Forward Air Station 2. Delivery Only identifies freight that has been recovered but has yet to be delivered (image below) 3. The On Hand Report will show all shipments that are in the possession of the vendor until the product is dispatched for delivery or confirmed dropped to the local terminal 22

23 Data Entry 1. Select the Proof of Pickup or Proof of Delivery to see accepted shipments requiring input of customer sign off details, date and time (in this scenario Proof of Pickup was selected) 2. Sort by column (ascending/descending) with arrows in the header by clicking on them 3. Select the waybills you want to POP Shipment will be moved off Proof of Pick-up screen once all information is input Shipment will not appear on Ready to Invoice list until Proof of Pick-up information is entered and all pieces are accounted for 4. Enter customer full name (minimum first initial and full last name) that signed for the shipment, day and time of pick-up within 30 minutes of the shipment being picked up 5. If entering POP info for shipment with 2 different pickup locations Cartage Interface will advise the origin is different. Select Yes to continue. 6. If the shipper signed for the shipment as released as damaged and you have documentation, click Add (continued on next slide) 7. Once all items are entered and correct click Apply POP

24 Data Entry: (Adding Damages Continued) Damage notations are recorded and will be used as proof of liability 1. After selecting Add a separate prompt box will appear 2. Selecting the arrow will provide a drop down menu of damage notations to choose from When selecting these damage notations, at minimum the COP (Condition Now) notated by the Shipper or Consignee needs to be identified Enter additional information on other 3 categories if available 3. Once the correct notation has been selected Click Add Damage then select Update to apply 4. You can remove a damage notation within the same prompt box Note: Once POP or POD entries are applied you do not have the option to adjust this information

25 Data Entry: The process and expectation when entering the POD (Proof of Delivery) is the same when entering the POP (Proof of Pickup) When entering the POD (Proof of Delivery) for No Call No Signature shipments there will be a dropdown list instead of a blank text box Select where driver left the freight and then select POD (Proof of Delivery) to advise shipment has been delivered Location of where freight was left on HCPOD (Hard Copy Proof of Delivery) needs to match the POD (Proof of Delivery) that was entered at time of delivery If freight was left on consignee s porch make sure the POD entered and HCPOD is marked accurately. 25

26 Invoicing Instructions: 1. Once the POS (Proof of Service) has been entered the shipment moves to the Ready to Invoice section This section allows you to review all shipments that have been serviced and send an invoice to Forward Air Complete 2. To invoice a shipment select the checkbox for the associated waybill/s that needs to be processed a. Cartage Interface allows up to 10 waybills to be invoiced at one time b. At the bottom of the web page there is a blank text box to enter an invoice # i. Information entered into the text box is for your accounting purposes and does not affect Forward Air Complete Note: You cannot use duplicate invoice number. An error will pop up if the entered invoice number matches a previously used invoice number 3. Click Send & Print Invoice to submit. You will be given an opportunity to print a copy that includes all shipments checked (as long as pop-up blocker is disabled). 2a 2b 3 26

27 Invoicing Instructions: 1. When invoicing deliveries there is an additional column that is not on the pickup side The HCPOD Received column indicates whether Forward Air Complete has received the Hard Copy Proof of Delivery. N = Not Received Y = Received 2. Until the HCPOD (Hard Copy Proof of Delivery) has been received by Forward Air Complete you will not release the shipment to be invoiced

28 This copy is for your company s purposes DO NOT fax or mail this copy to Forward Air, Inc after it has been electronically submitted We recommend you keep a copy of the invoice for your records 28

29 Invoice Status Review & Reports: 1. Immediately after electronically submitting an invoice to Forward Air, Inc., the waybill is moved into the Invoice Status section Current Status column allows you to track payment or see the current billing status of a waybill Received Pending Paid (With Date & Check #) On a weekly basis, Forward Air selects a run period for all invoices submitted and changes the invoice status to Pending. Invoices that remain as Received may not be in the current run period but will be selected during the next invoicing cycle Following the Pending status, a check is cut and then sent using the address shown in the copy of the invoice, which is usually based upon your W9 Information. The status of payment is then changed to Paid with the Check # and date when the check is set to be sent 2. Download CSV is available for your company s purposes to pull an Excel report of all invoice submitted The Invoice Status only lists shipments that were submitted in the last 90 days. Please download copy every 30 days for each section for your records 3. If you need to review an invoice not available and you do not have the downloaded log please contact the complete billing department within CMG (Carrier Management Group). 2 1 Note: ACH Payment (Direct Deposit) is currently available upon request but can be cancelled at the discretion of Forward Air. 29

30 Shipment Statistics and Proof of Service (KPI s) 1. Shipment Statistics provides a 60 day reflection of all shipments assigned to your company in the past 60 days 2. Shipment statistics are separated between Pick-up Service and Delivery Service 3. Click on the numbers in blue to view Total column activity details for that category and sub category for further details 4. Proof of Service provides a 60 day review on your same day data entry for pickups and deliveries

31 The Agent Profile allows carriers to self manage compliance, contracts, view agreed pricing agreements, and all information and user contacts provided to our company that is listed in our system. This system allows Forward Air to manage all compliance information electronically while giving your company access to view or even update information on your company. Note: Only the profile admin(s) and super user admin(s) have access to load or update all users info and certain items within the profile With this system we are able to accept and track TSA log updates, Certificates of Insurance and limits updates and changes, pricing agreements, contracts, W9 s, MC s, Applications, and more The following instructional guide will provide details on these options and features 31

32 1. Log into the cartage interface In the TOOLS toolbar select Agent Profile 2. The Agent Profile section has 6 tabs which allow you to navigate through your listed company information based on the data provided during the application process Users have access to view the information displayed on each tab but only users that have Administrative rights can make changes to company info. Standard users only have the ability to process & invoice shipments in the cartage interface Any changes your unable to make via the system, contact Vendor Relations at vendor_relations_notify@forwardair.com and this team will help you make any updates required that you do not have access to make

33 The Parent Info tab displays information on your company at a corporate level If any of the information displayed is inaccurate and you are unable to make changes to it, Vendor Relations vendor_relations_notify@forwardair.com A standard user can only view this information, excluding any uploaded documents which are not available for review. 1. Where there are paper icons, this represents uploaded documents that can be viewed by users with admin rights 1 33

34 The Market Info tab displays information to a specific market your company is setup for servicing for Forward Air Complete The Buy From Address displayed is your listed physical address for market The contacts listed are the groups/individuals that Forward Air will reach out to regarding Forward Air Complete shipments All information listed is specific to the location in each market If your company has been listed to service multiple markets for Complete there will be an drop down option to view each markets specifically 34

35 The Market Accessorials tab displays the agreed-to rate for additional services requested by zone. Below is an example of the accessorial rates for services in zone A There is a drop down menu that will allow the user to view accessorial rates by zone, rate type, and accessory name 35

36 The User tab displays all of the usernames that have access to the cartage interface Forward Air Complete will provide the initial username and passwords to allow new carriers access to the Cartage Interface 1. Only profile admins have the ability to add/delete/modify new and current user information If there is a user that needs to be updated to have administrative control please contact Vendor Relations vendor_relations_notify@forwardair.com 2. Users that are not profile admins are able to process shipments, invoice shipments, & update only their own user profile 3. Users that have been activated to receive system alerts are identified in the Alert column System alerts are automated notifications sent by the Cartage Interface to all addresses with the alert status activated Alerts provide additional information to assist in successfully handling a shipment Ex: weight, dimensional updates, uploaded documents, address change, etc. Alerts also request compliance related information Ex: TSA logs, certificates of insurance, etc. Y user will receive all system alerts N user will not receive any alerts

37 The Driver tab is where carriers can create and manage profiles for all drivers handling Forward Air Complete shipments The driver s login is utilized in conjunction with the Forward Air Cartage mobile app currently in development Similar to the User tab, profile admins can add/delete/modify new and current driver information The future app will allow drivers the ability to enter proof of service information while driver is on site via a handheld device Information is communicated in real time and eliminates data entry on the dispatching side Note: The Forward Air Cartage mobile app is still undergoing development and is not available for utilization currently. For additional information please contact your CMG (Carrier Management Group) representative. 37

38 The Equipment Details tab allows carriers to list all available capacity for their company Carriers can enter the info in one of the already listed categories Or you can enter any additional equipment info if the vehicle does not fit into any of the standard provided categories via the New Equipment Information Option Clicking on any category and it expands/collapses the sub-menu to enter new capacity information or view currently listed capacity When making updates to your listed Equipment Information capacity, please remember to select SAVE CHANGES to keep any new information entered 38

39 File Upload Process There are three file upload icons o Upward Arrow Notates the ability to load a file, no current documents are on file o White Paper Notates a valid copy of the document is loaded o Red Paper Notates the file on record has expired and requires an update Our system will send out an alert to all profile admin (s) and all super user(s) 2 weeks prior to the expiration. Once a document officially expires an additional reminder will be sent Every Friday after the official expiration date on file our system will send your office a notice to update the expired documentation. All carriers are responsible for providing current and up to date compliance documents. Failure to provide the necessary documents will likely result in a carrier being terminated and removal from the Forward Air Complete network. Upload File Icons 39

40 File Upload Process Clicking on one of the previously covered icons will open the Document Upload Information Image 1 Click the Add option will open the ability to upload a copy of the file image from your PC Image 2 An expiration date should be assigned to send your company a reminder to renew the file when it expires A Description of the file can also be added to the record Clicking Attach file will load the document to our system and send it to Vendor Relations for review and final posting to the system All uploaded files submitted will be pending approval by Vendor Relations to prevent items from being improperly loaded Once a file is approved by Vendor Relations the Agent Profile will immediately be updated Image 1 Image 2 40

41 The Super User Admin has the ability to move between market locations without the need for separate logins per market The Super User can update the system(s) Profile admin listed in each markets Available equipment in each market Change all other users info and rights to the Cartage Interface If there is a user that needs to be activated as a Super User reach out to Vendor Relations vendor_relations_notify@forwardair.com This user option may be useful to larger multi market companies with a central billing department Note: Carriers setup to service multiple markets will be provided separate logins for each individual market. A Super User Admin has all the same authorities as a Profile Admin with the additional option to access and view each market while logged in. 41

42 Local Service Benefit Select Complete agents can receive limited exclusive in/out entry to applicable FAF locations Check with your local Terminal Manager for available access and schedules Load planning potential based on 24/7 online access to future service requests, with typically 24 hours advance notice of deliveries Availability to receive shipment assignments to all approved zip codes in our Cartage Interface Relationship with an ever-growing, financially stable Fortune 200 Company Invoice Ease & Savings Payment cycle of less than 21 days ACH Payment option 24 hr online access to review of invoice status Includes: Invoice Receipt Pending Status Payment Date Check Number Increased Potential Forward Air s point-of-sale advantage Increased business potential and market exposure National exposure Sales management in 91 markets selling services 42

43 Proof of Pickup (POP) and Proof of Delivery (POD) entry within 30 minutes of Pickup or Delivery Vendors are scored by 30 minute POS (Proof of Service) entry Online Service Acceptance Requirements Delivery/Pickup shipment acceptance within 30 minutes of request Delivery shipment acceptance by 0900 of the day the service is required Delivery acceptance available 24 hrs ahead of freight arrival Delivery acceptance by 0900 day of delivery required On-Time Service Delivery Adhere to standard business hours of 8:00-17:00 Deliveries must be made by 17:00 or between the hours of operation listed on the bill o Ex: If booked with hours of 8:00-20:00 and your company decides to delivery after 17:00 that is acceptable o If this occurs no additional specials will be approved since the late delivery was made at the discretion of the vendor o Deliveries made only to location listed on the Forward Air Cartage Interface unless otherwise approved by CMG (Carrier Management Group) Next day or beyond points require vendors to advise Forward Air of the Date the delivery is scheduled o Next day or beyond points deliver to consignee within the service schedule agreed o Any early deliveries prior to posted delivery date must be approved by CMG (Carrier Management Group) prior to service Contact CMG (Carrier Management Group) immediately of any service issue, delays, failure, or paperwork issues Do not pull drivers or leave freight without a signature without receiving prior approval from CMG (Carrier Management Group) On-Time Service Pick up Adhere to Pickup Cut Times o Pickups booked for Same Day coverage points before cut off must be recovered Same Day o Pick up booking cuts listed on the tariff schedule Next day or beyond points require vendors to advise Forward Air of the Date the pickup will be made if not Same Day o Next day or beyond points must drop to Forward Air within the service schedule before cut o Regardless of actual pickup date or time Contact CMG (Carrier Management Group) of any service issue, delays, or failures. Do not pull drivers or leave freight without prior approval from CMG (Carrier Management Group) 43

44 Invoicing Contact CMG (Carrier Management Group) for approval of any additional cost/accessorial(s) not already included in shipment details o No extra cost or accessorial(s) will be paid without CMG (Carrier Management Group) approval before time of service o Process electronically within reasonable timeframe o Any invoice submitted after 60 days could be rejected at the discretion of Forward Air Accessories Contact CMG (Carrier Management Group) immediately if any additional accessories are required that are not already on the booking o Approval must be receive prior to providing service to ensure payment o Request an confirmation from CMG (Carrier Management Group) so your office has the approval in writing o Enter in comments who approved the accessorial from CMG (Carrier Management Group) o Any additional accessorial provided and service completed prior to approval will be rejected Damages All damages from a pickup must be reported to CMG (Carrier Management Group) prior to accepting freight from a pickup location o All damages must be notated on the pickup order if approved to be recovered. Shipments not properly packaged or will not withstand the rigors of transportation must be documented All damages must be reported to CMG (Carrier Management Group) prior to delivery Data entry on the POS (Proof of Service) screen is required o Failure will cause all freight claims to be assessed to your company Contact CMG (Carrier Management Group) immediately of any service issue, delays, or failures Appointments Must confirm the appointment time and date in the Cartage Interface within 4hrs prior to the start of service expectations Contact CMG (Carrier Management Group) immediately of any service issue, delays, changes, or failures o All changes must be approved by CMG (Carrier Management Group) prior to service being attempted Convention Centers & Detention Time Detention time for multiple shipments being recovered on the same truck overlap and covers all shipments o If a truck moves into detention time CMG (Carrier Management Group) must be notified immediately with the start time o Once Detention has started updates must be made every 2 hrs. with CMG (Carrier Management Group) to advise of status until shipment is recovered or delivered o An out time based on actual recovery or delivery of a shipment must be sent to CMG (Carrier Management Group) immediately o Detention charges should be split between active bills until each shipment is recovered or delivered Note: Detention time will be split between all bills based on portion of detention incurred due to each shipment 44

45 Detention Process Contact CMG (Carrier Management Group) immediately with a check in time within the first 10 min o Note the time the driver s arrival onsite, the reason for the delay, and estimated length of detention time o A signature upon arrival is recommended o Any shipment that does not receive a signature at check in is at risk of dispute and rejection for total detention time presented Contact CMG (Carrier Management Group) 5 minutes prior to start of detention time within the free detention time frame o Must check to for customer resolved issue before detention time officially starts o Must advise of start time or total detention time could be disputed and rejected CMG (Carrier Management Group) will confirm approval on detention start time o CMG (Carrier Management Group) will confirm expected time of follow call while detention is being incured Must contact CMG (Carrier Management Group) once detention ends o Must advise of out time or total detention time could be disputed and rejected Must receive a signature with time stamp on paperwork to validate times Any shipment that does not receive a signature at check out is at risk of dispute and rejection for total detention Contact CMG (Carrier Management Group) immediately of any service issue, delays, or failures Detention Rate Application Total agreed to free time on site will apply to all cases of detention o Once detention started a one 1 minimum which includes the free time provided will apply o Detention rates after the minimum rate application accrues by the quarter hour o Detention rate will be calculated in 15 minute increments after the first total hour on site (including all free time) Residential Signature Must contact p/u or delivery consignee within 24hrs of receiving the frt from the station Freight must deliver within 5 days of receiving freight or pickup order from Forward Air Must update our Cartage Interface with the scheduled appointment If consignee can not be reached within the first 48 hrs contact CMG (Carrier Management Group) for a new contact number Contact CMG (Carrier Management Group) immediately of any service issue, delays, changes, or failures Residential No Signature Must delivery same day on arrival if same day point Next day or Beyond points must deliver on the last day of the posted service Contact CMG (Carrier Management Group) immediately of any service issue, delays, changes, or failures 45

46 Local-Local Definition Any shipment moving zip - zip or airport - zip in the local market which will not touch a Forward Air facility. Local-Local Shipments Appearance These shipments look like standard pickup and deliveries. Data entry on pickup end must be completed prior to starting the delivery data entry. What are the service expectations for zip to zip local business? The shipment s service schedule will be dependent on the delivery and pickup service schedule for each zip. The vendor that services both zips will be assigned the shipment. Agents are paid for the pickup and delivery zip to zip with applicable accessories. Accessories cannot be double billed. o Ex: Lift gate for pickup and delivery will be paid as one lift gate fee. What are the service expectations for zip to Airport local business? The shipment s service schedule will be dependent on the airport and delivery service schedules. The vendor that services both airport and zip will be assigned the shipment. Agents are paid for the zip code pickup or delivery with applicable accessories, but there is no paid charges for the recovery or drop from the local airport including any standard accessories. Accessories cannot be double billed. o Ex: Lift gate for pickup and delivery will be paid as one lift gate fee. What will this look like in the FA network? Once a shipment is booked, the vendor will receive an alert for the pickup and delivery. Once the Proof of pickup is entered the delivery portion of the bill will become available. Once the Proof of Delivery is entered the entire shipment will move to your ready to invoice screen. What is cutoff for local-local? Shipments booked the same day of service by 8:00, with a ready time of 8:00, are required to be picked up same day. If the delivery portion is also a same day point with a closure no earlier than 17:00, then the delivery must occur same day by 17:00. These requirements apply for any same day points with are represented as a service schedule 0 on the agreed to tariff. We recommend all agent plan to completed all Local-Local pickups by 1400 to make same day delivery by Pickups booked same day for shipments booked by after 800 but before the local pickup cut time for the zone will receive a same day pickup. All same day deliveries will be pushed to next day by These requirements apply for any same day points with are represented as a service schedule 0 on the agreed to tariff. Any Local-Local shipments booked for a same day point with a next day or higher service point will not receive same day service. The system will adjust the pickup and delivery schedule to allow for the proper amount of available time for your company to complete each service. Items to Note Airport pickup with zip delivery is paid according to the zip pricing, no airport transfer fee will be applied Airport to airport is charge with one airport transfer fee for both airport pickup and airport delivery 46 Pickup or Delivery time frames can change if a special appointment accessorial is requested by the customer

47 Invoice Release Agent invoicing is only available after the Hard Copy POD has been confirmed received by Forward Air s imaging system called IMS Until the image is confirmed received the box to select a shipment for invoicing will be unavailable Agent Hard Copy POD Requirements (These requirements do not change the online POD data entry requirements) Use the FA waybill only for delivery **Unless approved to do otherwise by CMG** (Complete Management Group, Columbus, OH)** If customer bill is presented with in the Cartage Interface use this in place of the FA waybill **These should be clearly posted in the cartage interface** Print bill from Interface, instead of using the copy given to the driver by the FA station. **This ensures auto-receipt of the HCPOD when you fax it** Fax Hard copy POD by the end of service day **Send to fax number ** If NON-FA documents approved by CMG (Carrier Management Group) for use as the POD: **Forward Air bill number must be written on top right corner if our standard barcode and Forward Air bill # are not present** Keep documents in order and grouped by AWB **Only send documents that require signature(s) along with the standard FA POD ** POD document must include: signature of the consignee, date and time of signature. PODs for attempts must have Attempted Delivery along with the date and time as the POD signature **In the absence of consignee s written refusal with date and time CMG (Carrier Management Group) approval is required** If asked to send a HCPOD to any number other than the Forward Air IMS imaging fax number ( ), then also send to IMS **This will reduce the possibility of duplicate requests** Note: Sending the HCPOD same day this will eliminate most requests made by Forward through calls and requests. Do Not Do not write notes or rates on Forward Air Waybill. Do not fax the Shipment Details page, invoices or charges to IMS. 47

48 Proof of Pickup (POP) Requirements (These requirements do not change the online POD data entry requirements) A Pickup, is defined as picking up from any location other than Forward Air. Keep HCPOP (Hard Copy Proof of Pickup) document, with the signature of personnel releasing the shipment to your driver from the pickup location on file. Ensure the Forward Air Waybill matches the pickup location listing, correct piece count, and check for any current damage to the shipment. If approval is received from CMG (Carrier Management Group) to recover a damaged shipment from a pickup location, make sure your driver notates the damage on the recovery waybill and has the pickup location sign a Pickup Receipt or Recovery Bill A vendors waybill can be used in replacement of a Forward Air Waybill if driver does not have a copy of the Forward Air Waybill **Write the Forward Air Waybill number on the vendors waybill** If using a shippers waybill ensure the barcode and Forward Air Waybill number are listed on the paperwork **If the Forward Air Waybill is not listed ensure it is written in the top left corner of all documents** Do Not: Do not fax the hard copy Proof of Pickup (HCPOP) to IMS. Do not write notes or rates on the HCPOP document. Do not fax the Shipment Details page, invoices or charges to IMS. 48

49 Most Common of POS entry problems: Did your office accept the shipment in Shipment Management Did you complete Status updates and update the Dispatch for Service Was the Dispatch for Service time or date entered that exceeds the time of the POS date and time o If so, contact CMG (Carrier Management Group) to correct If you can not accept a delivery that is showing at destination under shipment status contact CMG (Carrier Management Group) immediately. Check your PC s clock to ensure the PC clock matches the atomic clock used on our servers. o POS entry for Pickup or Delivery: Check the date and time to ensure the date and time entered does not exceed your current date and time. Be sure to utilize military time o EX: Today s date is POS entry being entered must match the today s date or a prior date such as o Ex: Today s Time is 1:00 PM Time entered must be entered in prior to 1:00 PM and can not exceed the current time Time entered must be in military time, such as 13:00 in this case Are you an EDI User: Did you change the HAWB code entered into your system o If so, this will disconnect the EDI link (Do not change the HAWB information entered by the EDI Link Did you skip a status in your system required by ours o Do not skip status required by our Cartage Interface as this will create a disconnect with the EDI o Do not enter multiple status updates together as the updates per status will be grouped in the next EDI message and will create an EDI error and disconnect the bills. 49 **If none of these review steps help, contact CMG (Carrier Management Group) for assistance**

50 Avoid Peak Hours Peak hours to avoid are 12:00-13:00 or 17:00-18:00 EST, as these are the highest fax traffic times Verifying Fax Receipt Adjust the setting of your fax machine to supply you with confirmation of receipt or any errors or success of the fax Adjust the setting of your fax machine to redial on a loop if the number is ringing busy until the fax # is available Adjust the setting of your fax to delay the actual time the fax is sent each night to avoid the peak hours Verify all pages sent went through Validations after Failure to Send Contact your phone provider to check your fax line Check if phone line is analog or there is an analog router that splits the incoming line o If so, have your IT department correct your settings to send to a digital line o Static could be the reason their fax didn t go through. If the line has a poor connection error (you can verify by connecting a phone to the line and listen for crackles and pops) you would need to take step 1 Most Common Causes of Unable to Fax Check the setting on you fax machine Make sure it will auto redial if you get a busy signal Make sure settings are such that a error report or confirmation page is provided. Contact your CMG (Carrier Management Group) representative who will work with you to resolve the issue EDI - HCPOD users Contact CMG (Carrier Management Group) to report and EDI HCPOD errors Technical Information The IMS system is a digital line with 10 designated lines The system only communicates with other digital lines 50 **Understand that there will be times when you will receive a busy signal**

51 Most Common Causes of Shipments Not Available to Invoice: (No check mark box in the Ready to Invoice Screen) Did you? Fax the HCPOD (Hard Copy Proof of Delivery) to Get a confirmation of receipt or rejection o If no: Try again o If yes: Contact CMG (Carrier Management Group) Print and use only the Forward Air Waybill from the agent Interface for HCPOD (Hard Copy Proof of Delivery) purposes o Cartage Interface print off has a barcode and allows the HCPOD Hard Copy Proof of Delivery) to scanned into the Forward Air IMS system An unavailable check mark box (ability to invoice) can be delayed for other reasons as well If you are the pickup carrier, you may not be able to invoice for the following reasons o Forward Air could be completing a billing audit on a shipment o Cartage Interface will not release the entire invoice to all parties till the delivery agent has entered their POS (Proof of Service) o The shipment could be part of a national business project, such as a distribution, that can cause a delay in billing. Typically only extends delays by 4-7 business days. Distributions typically require to be close out all at ounce requiring us to hold billing to all parties, including Forward Air If it has been 24 hours since your HCPOD (Hard Copy Proof of Delivery) submittal and you have confirmed receipt of the fax please report the problem to your CMG (Carrier Management Group) representative who will work with you to resolve the issue o If approved by CMG (Carrier Management Group) ensure that a manual bill is submitted for any invoice that is not available within 60 days to ensure payment. 51