SHIP Support FAQ
How do I upload weekly shipment files?
Go to /freight-audit, upload CSV, and wait for job completion. Use the returned job result to review rows imported, findings created, and warnings.
Why do I see “file already uploaded”?
The system detected a duplicate file hash. Use the existing job link/results instead of re-uploading.
What states can a finding move through?
OPEN -> DISPUTED -> SUBMITTED -> CARRIER_REVIEW -> CREDITED or REJECTED, plus DISMISSED and REOPEN where appropriate.
What is the required external reference when I submit or acknowledge a claim?
Use the carrier-facing claim/ticket ID that identifies the case in carrier systems. This is required for both submit and acknowledge transitions so the claim can be audited and reconciled later.
When can I mark a finding as credited?
Only after you have confirmed carrier credit/refund evidence and can provide:
- source
- reference ID
- confirmation timestamp
- positive amount
Can I credit findings in batch?
No for billing-critical credit confirmation. Use per-finding credit flow so each finding has its own confirmation payload.
What does “billable recovered value” mean?
A finding is billable only when it is CREDITED with complete confirmation evidence. Disputed/submitted/review states are not billable.
Where do I manage notification preferences?
Use /notifications.
Where do SHIP dispute links go?
They should take you to /ship/audit.
What should support ask first when troubleshooting?
- Tenant/org
- Finding or job ID
- Current state
- Requested action
- Error message payload
- Deadline/value impact
When should I escalate to human support?
Escalate immediately for missing evidence on credit requests, repeated API failures, deadline-risk claims, or any billing ambiguity.