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Understanding Disputes

Learn what happens when a demurrage record is disputed and how to resolve disputes efficiently.

What is a Dispute?

A dispute occurs when a customer believes a demurrage record is inaccurate and rejects payment. Disputes are a normal part of the process and Demurly provides tools to resolve them fairly.

Common Dispute Reasons

Incorrect Wait Time

The recorded times don't match facility records (gate logs, appointment system)

Wrong Facility

The record is attributed to the wrong location or customer

Driver Not Present

Facility records show the driver wasn't actually waiting during the claimed period

Free Time Not Expired

The wait time didn't exceed the agreed-upon free time allowance

Carrier Caused Delay

The delay was due to carrier issues (late arrival, missing paperwork, etc.)

Duplicate Record

This demurrage claim was already submitted and processed

The Dispute Process

1. Customer Files Dispute

When reviewing a record, the customer selects "Dispute" and provides a specific reason and any supporting details.

2. Carrier Notified

The carrier receives a notification about the dispute. The record moves to "Disputed" status and appears in the carrier's dispute queue.

3. Carrier Responds

The carrier reviews the dispute and can:

  • Accept - Agree with the dispute and withdraw the claim
  • Counter - Provide additional evidence or explanation
  • Modify - Submit a revised claim with corrected times

4. Customer Reviews Response

If the carrier counters, the customer reviews the response and additional evidence. They can then approve, continue the dispute, or suggest a compromise.

5. Resolution

The dispute is resolved when both parties agree. This might be full payment, partial payment, or withdrawal of the claim.

For Carriers: Handling Disputes

When You Receive a Dispute

  1. 1. Review the dispute reason carefully
  2. 2. Check your records (driver app data, GPS, photos)
  3. 3. Talk to your driver if needed for clarification
  4. 4. Decide on the appropriate response

Respond Promptly

Disputes that aren't responded to within 14 days may be automatically resolved in the customer's favor. Set up notifications to stay informed.

Providing Counter-Evidence

When countering a dispute, provide specific information: gate receipts, timestamped communications, additional photos, or driver statements.

For Customers: Filing Disputes

When to File a Dispute

Only dispute records when you have evidence that contradicts the claim. Common valid reasons include:

  • Your gate logs show different times
  • The carrier arrived late or caused the delay
  • The free time agreement differs from what's claimed

Be Specific

Vague disputes like "We disagree" are harder to resolve. Provide specific details and any supporting documentation.

Resolution Options

Full Payment

Customer approves the original claim after reviewing carrier's response.

Partial Payment

Both parties agree on an adjusted amount that reflects the true wait time.

Claim Withdrawn

Carrier accepts the dispute and withdraws the claim entirely.

External Resolution

Parties resolve outside of Demurly and mark the dispute as resolved.

Avoiding Disputes

The best way to handle disputes is to prevent them:

  • Carriers: Ensure drivers use the app correctly and take photos at arrival/departure
  • Customers: Set clear free time agreements and communicate any changes
  • Both: Keep open communication channels and address issues promptly
Handling Disputes