Customer disputes are a fact of life in transport. Missed deliveries, invoicing errors, and lack of visibility can all spark complaints. Disputes create friction, stress and can waste a lot of time. The key to reducing friction is combining clear processes with the right tools. Here’s how companies can tackle disputes effectively.

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1. Maintain Clear, Accessible Records

Having clear records keeps you covered. If you’re not keeping on top of it, a customer suddenly asking for an invoice from months ago can cause a lot of panic. Searching through old email chains, relying on driver memory, scrolling all the way back in a big spreadsheet… It’s a nightmare.

Every job should have a complete record: delivery details, proof of delivery (PODs), weights, and handovers, all stored in a central system. This not only becomes possible, but automatic, with the right tools.

Stratum TMS captures and stores job information automatically, reducing unnecessary back-and-forth and making it easier to resolve issues.

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2. Provide Real-Time Updates

Customers expect to know the status of their shipments. Without real-time visibility, uncertainty leads to frustration and endless back and forths between you, your drivers and the customer.

Live updates on delivery statuses and ETAs keep customers informed and minimize disputes caused by lack of communication. With Stratum TMS dashboards and InCabPro, your team and drivers can share accurate, up-to-date information, ensuring everyone stays on the same page.

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3. A Reliable Billing Process

Incorrect invoices are a common source of disputes, or at least what the customer “thinks” is incorrect. Fuel surcharges, demurrage, and additional runs must be recorded, calculated and applied correctly to prevent arguments.

Linking invoices directly to completed jobs ensures charges are accurate and consistent. Stratum TMS automates this process, reducing errors and the disputes that follow. Automatically applying additional line items, clearly recording all actions taken and, crucially, getting the invoice out on time, every time goes a long way to making the customer feel secure.

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4. Monitor Key Performance Indicators

Disputes often repeat when underlying issues go unnoticed. Tracking metrics like on-time delivery rates, dispute frequency, and route performance helps identify and address problems early.

Stratum’s dashboards provide actionable insights into these KPIs, allowing you to adjust operations and prevent recurring disputes. Set up automatic reports created for you, week by week, delivered straight to your inbox. By monitoring performance, you can spot trends and make data-driven decisions to improve efficiency and customer satisfaction.

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Conclusion

Disputes don’t have to disrupt your operations. By combining structured processes with the right tools, you can reduce the frequency and severity of disputes, improve customer satisfaction, and maintain smoother operations.

For transport businesses looking to minimize disputes and improve customer relationships, Stratum TMS provides the tools to make it happen. With centralized records, real-time updates, transparent audit trails, accurate billing, and performance monitoring, you can handle disputes more effectively and keep your operations running smoothly.

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