ForzaOKB

Step 6.2 — Carrier Payment Discrepancy Handling

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Step 6.2 — Carrier Payment Discrepancy Handling

Triggered from: Step 6.1 when a discrepancy is identified during Path A verification or Path B execution. Returns to: Step 6.3 after resolution.

🎯 Ideal State

Discrepancy Types and Resolution Paths

Discrepancy TypeResolution Path
HaulPay paid carrier wrong amountContact HaulPay account team. Provide load #, expected amount, paid amount. HaulPay corrects with adjustment payment or carrier deduction next cycle.
HaulPay paid wrong payee (factoring vs. direct)Payee data drift — carrier may have changed factoring companies. Update EZ-Loader carrier payee per Step 2.4a. Coordinate correction with HaulPay.
HaulPay paid late (past expected timing)Contact HaulPay for explanation. Document for relationship discussion. Repeated lateness escalates to Nick for HaulPay-level conversation.
HaulPay payment missing entirelyReconcile against HaulPay portal. May indicate submission issue (Step 4.6) — verify submission was received and accepted.
Path B carrier reports non-receipt of Forza paymentVerify Fifth-Third-Bank payment processed and cleared. Check ACH return notifications. May indicate bank info error in carrier profile — verify and re-issue.
Quick pay discount not applied (Path A)Verify quick pay flag was set in EZ-Loader at Step 3.2 and was visible in HaulPay submission. Coordinate with HaulPay for adjustment.
Carrier disputes amount paidInvestigate against signed carrier rate confirmation (Step 3.3) and any in-transit adjustments captured in EZ-Loader (Step 3.6). Resolve per documented load history.

Investigation Workflow

  1. Detect. Discrepancy surfaces during verification (Path A) or carrier outreach to Forza.
  2. Categorize. Match to discrepancy type from table above.
  3. Document. Log in carrier payment discrepancy tracker — date detected, load #, carrier, type, dollar impact.
  4. Resolve per type. Apply the appropriate resolution path.
  5. Close in tracker. Capture resolution and time to resolve.

Pattern Detection → Upstream Process Fixes

Recurring Discrepancy CauseUpstream Fix
Wrong payee on multiple loadsStep 2.4a address book accuracy or carrier-side factoring change communication gap
Quick pay not appliedStep 3.2 flag-setting discipline or HaulPay submission gap
Late payments from HaulPayHaulPay-level service issue — Nick relationship escalation
Path B payment errorsCarrier profile bank info accuracy in Step 2.4

Owner: Concetta (primary). Nick (HaulPay relationship escalation for material or recurring issues).

🤖 SYSTEM AUTOMATION:

Detection requires verification (Path A) or carrier complaint inbound — manual today. Future tooling could compare HaulPay remittance emails to expected payment amounts automatically.

🛑 HARD GATE:

Unresolved carrier payment discrepancies damage carrier relationships and obscure true AP balance. Resolution within 5 business days is the operational expectation.

📍 Current State

  • Carrier payment discrepancies handled case-by-case as they arise.
  • No documented categorization or resolution-path framework.
  • No discrepancy tracker — historical pattern detection not happening.
  • No SLA for resolution.
  • Forza has not flagged significant carrier payment discrepancy issues in meeting discussions.

🚧 Gap

  1. No documented carrier payment discrepancy SOP.
  2. No discrepancy tracker — patterns invisible.
  3. No resolution SLA defined (5 business days suggested).
  4. No HaulPay relationship escalation protocol for recurring or material issues.

🛠️ Gap Closure Actions

  • Document carrier payment discrepancy SOP with 7 discrepancy types, resolution paths, and 5-step investigation workflow Owner: Casey + Concetta | Effort: Low
  • Build discrepancy tracker (small dataset — extends Phase 5 tracking ecosystem) Owner: Casey + Concetta | Effort: Low
  • Define resolution SLA (suggested 5 business days) Owner: Casey + Concetta | Effort: Policy
  • Define HaulPay relationship escalation protocol for material/recurring discrepancies Owner: Casey + Nick + Concetta | Effort: Policy
  • Add carrier payment discrepancy metrics to Phase 7 monitoring cadence Owner: Casey + Concetta | Effort: Low

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