How to cancel shipments online
To cancel a shipment, simply go to ‘Shipments’ on your shipper account, hover over the shipment number, and click ‘Cancel’.
Cancel as early as you can
The best time to cancel is the moment you know a shipment won’t be ready for pickup. Cancelling as early as possible is the best way to avoid any potential missed pickup fees.
Cancelling on pickup day
If you cancel on the day of pickup, there’s a high probability the carrier has already dispatched a driver. When that happens, the driver can arrive, find nothing to load, and the carrier may apply a missed pickup charge (you might also see this called a “TONU,” or truck ordered not used).
As a general rule, cancellations requested after 12:00 PM local time are more likely to result in a missed pickup fee. Whether one applies really comes down to whether the driver has already been dispatched.
The simplest way to avoid this is to cancel at least one day before pickup.
If your freight has already been picked up
Once a shipment has been collected, it can no longer be cancelled, but it may be returned (with the appropriate charges applied). Please reach out to our Client Care team if you need help in this situation.
If you have any questions, you can chat with us, call our super-friendly Client Care team at (800) 886-4870 Ext. 1 or email us at [email protected].