That's Not Right
In this dispute, the caller states that a liftgate charge was added but a liftgate was not used.
Accessorial
When you need assistance with a caller.
Escalations/Hotline (2062)
The legal document that begins the services between Estes and the shipper.
Bill of Lading (BOL)
The dimensioner program that the terminals use to determine weights, dims, and class.
Freightsnap
The party that is paying for the shipment.
Bill To / Paying Party
This is the first piece of information you need to file a dispute.
PRO number
When a customer is having a problem processing a payment.
Payment Services (3341)
This document proves that a delivery has been completed.
Delivery Receipt (DR)
The program that we use to file a dispute.
PEGA
This document has information on how Estes charges and processes freight.
Rules Tariff
This is the dispute type to use if the contract between Estes and the shipper needs to be updated.
Update Per BOL/CBOL
Anything to do with the customer's contract or discounts.
Account Manager
The length of time that it takes for an invoice to generate in the system.
2 to 3 business days
The web application that allows customers to make one time payments.
BillTrust
Where you can go to find the most recent fuel charges.
Estes website, Resources, Fees & Surcharges
For this dispute, you will need to include: Date of payment, account #, the amount paid, and the type of payment.
Customer States Paid
Department that handles credit holds. (Seen on the account as K)
Credit Department (2817)
This document appears in the system when a freight audit is done at the terminal.
Weight and Research Certificate (WNR)
Where we can search for a customer's quote.
ENET: Quote History Lookup
Salesforce: Search Quote
Another name for when Estes delivers a trailer full of freight and the bring back code (BBC) is spotted not delivered (SND)
Drop Trailer
In this dispute, the customer states that their discount was not included.
Pricing Not Applied
This department handles accident reports.
Safety
(there are multiple extensions for different things)
This document adds to an existing BOL but does not replace the original.
Supplemental Bill of Lading (SUPBOL)
We use this to search for customer's accounts, contacts, and cases.
Salesforce Global Search Bar
Do this when a customer has called about freight that has shown no movement for a few days.
Transfer to R & R