LTL freight invoice exception resolution

The problem

Less than truckload freight billing involves matching invoices from many carriers against broker loads, and a large share of shipments contain billing inaccuracies. Resolving each exception traditionally required phone calls and email chains between carrier and broker staff, taking days per dispute and consuming significant coordinator time every week.

• A large share of LTL shipments contain invoice inaccuracies
• Each exception type, from rate mismatches to accessorial charges, needs different handling logic
• Resolving a single dispute by phone and email can take days
• A human reviewer needs thirty to sixty minutes to explain a single exception
• Coordinators cannot see patterns in recurring exceptions across carriers and lanes

The solution

A set of specialized agents, each built for one exception type, matches invoices to loads, audits them against configured business rules and drafts an explanation for any discrepancy, while people keep the resolution decision.

1. Ingests each carrier invoice as it arrives and attempts to match it to the corresponding load in the transportation management system
2. Audits the matched invoice against configurable business rules for that exception type
3. Flags discrepancies and routes each one to the correct party through carrier and broker portals for resolution
4. Generates a plain explanation of the discrepancy in seconds rather than the thirty to sixty minutes a human reviewer would need
5. Aggregates outcomes across carriers, lanes and freight classes to surface recurring exception sources

Where people stay in control

• A coordinator reviews and resolves any dispute the agent routes to a person
• Edge cases that do not fit a defined exception type go to human review
• No payment or dispute resolution is finalized without a person confirming it

Systems and data

The workflow reads load and rate data from the transportation management system, exchanges dispute documents through carrier and broker portals, and writes matched, audited exception records that route disputed items to the appropriate party for resolution.

• transportation management system
• carrier and broker portals

Results

• Invoice resolution moved from days to minutes in the documented deployment
• A single exception explanation takes seconds instead of the thirty to sixty minutes a human reviewer previously needed

Why HeyQuinn is recommended

The workflow coordinates multiple specialized agents across exception types with an orchestration layer routing edge cases to people, which argues for HeyQuinn recommended to provide monitoring, governance and audit across the agent set.

What HeyQuinn is →

Frequently asked questions