Billing Procedures

Created by Jess Bonnett, Modified on Fri, 22 Nov at 12:51 PM by Jess Bonnett

At Shipping Pilot, we are always striving to improve our processes to better serve you and ensure smooth operations. We would like to share some important updates regarding our procedures for handling invoice disputes, audit requests, and claims requests.

All invoice disputes, audit requests, and claims requests must be submitted to our dedicated email address: billing@shippingpilot.co. This centralized approach allows us to manage and address your needs more efficiently and ensures that your requests are handled by the right team of experts.

To streamline our process and maintain a high standard of service, we have implemented the following changes:

Requests submitted to billing@shippingpilot.co will generate a ticket in our system. These tickets will be prioritized and worked on after full payment has been received for the related invoice. This helps us allocate our resources effectively and provide timely resolutions.
Please note that late fees (10%, compounding monthly) will be applied to any invoice that remains unpaid 8 days after the invoice due date. Ensuring timely payments helps us maintain our commitment to excellence and reliable service.
We will no longer be able to waive late fees. This policy change enables us to uphold fairness and consistency in our billing practices.
If a specific charge is disputed (an LTL freight charge, for example), Client may request approval to short pay the related invoice by the disputed amount. If approved, Client will pay the invoice, minus the disputed amount, and will thereby avoid the application of late fees to that invoice until the dispute is addressed.

Our team is committed to providing you with the best possible service and is ready to assist with any questions or concerns you may have regarding these procedures. Your partnership and trust are invaluable to us, and we look forward to continuing to serve you with the highest level of dedication and care.