These resources help Integrated Carriers agents operate efficiently, support customers, and maintain consistent service standards across the network.

• Carrier Escalation Map

• Credit Policy

• Claims Policy & Procedure

• Insurance & Liability Guide

• Customer FAQ

• Agent FAQ

• Customer Onboarding Checklist

• Shipment Risk Guide

• Service Failure Procedure

• Dispute Resolution Process

• Sales & Customer Communication Templates

Carrier Escalation Map

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Purpose

The Carrier Escalation Map provides a structured process for resolving shipment issues. Agents should follow the escalation levels below before contacting Integrated Carriers support.

Level 1 – Self-Service

Agents should first attempt to resolve issues using available tracking tools.

Check:

• SoluShip tracking
• Carrier tracking portals
• Proof of Delivery (POD)

Common carrier tracking portals:

Carrier

Tracking Website

Purolator

purolator.com

UPS

ups.com

FedEx

fedex.com

DHL

dhl.com

Level 2 – Carrier Customer Service

If the issue cannot be resolved through tracking tools, contact the carrier’s customer service team directly.

Examples:

• shipment delayed
• address correction required
• delivery appointment needed

Level 3 – Integrated Carriers Escalation

Escalate to Integrated Carriers when:

• shipment appears lost
• shipment is misrouted
• customs clearance delays occur
• carrier refuses claim
• high-value shipment issues arise

Contact:

support@integratedcarriers.com

Include:

• SoluShip Order ID
• Tracking number
• Description of issue
• Urgency level

Immediate Escalation Situations

Escalate immediately if the shipment involves:

• production line shutdown risk
• medical shipments
• critical parts shipments
• high-value cargo

Credit Policy

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Purpose

Integrated Carriers extends credit to approved customers to facilitate shipping services booked through SoluShip.

Agents must ensure customers understand that all services are provided subject to credit approval and payment terms.

Credit Approval

New customers must complete:

• Credit application
• Acceptance of Integrated Carriers Terms & Conditions

Integrated Carriers evaluates:

• credit references
• business history
• expected shipping volume

Standard Payment Terms

Typical credit terms:

• Net 15 days
• Net 30 days

Terms depend on credit evaluation.

Credit Limits

Each account is assigned a credit limit based on:

• financial strength
• expected shipping volume
• payment history

Shipments exceeding credit limits may be held until payment is received.

Late Payments

If invoices become overdue, Integrated Carriers may:

• suspend shipping privileges
• require prepayment
• reduce credit limits

Agents should encourage customers to maintain accounts in good standing.

Agent Responsibilities

Agents should:

• avoid promising credit approval
• notify Integrated Carriers of payment concerns
• encourage prompt payment

Claims Policy & Procedure

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Overview

Integrated Carriers assists customers with the submission of transportation claims for loss or damage.

Integrated Carriers acts as an intermediary between the shipper and carrier, and carrier terms and liability limits apply.

Claim Eligibility

Claims may be submitted for:

• lost shipments
• damaged shipments
• partial loss

Claims cannot include:

• lost profits
• business interruption
• consequential damages

Time Limits

Customers must:

• Notify intent to claim within 48 hours of delivery

• Submit claim documentation within 7 days

Required Documentation

Claims must include:

• Purchase invoice showing cost value
• Photos of damaged packaging before opening
• Photos of damaged goods
• Photos of packaging prior to shipment (if available)
• Description of damage or loss

Freight Charges

Freight charges must be paid before carriers will process claims.

Freight charges are typically included in claim reimbursement when claims are approved.

Carrier Inspection

Receivers must retain original packaging until carrier inspection is completed.

Failure to retain packaging may result in claim denial.

Claims Processing Time

Carriers typically require:

30–90 days to investigate and settle claims.

Insurance & Liability Guide

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Understanding Carrier Liability

Carrier liability is limited and does not cover the full value of goods unless additional insurance is purchased.

Courier Shipments

Typical liability:

• $100 per shipment (default)

Additional value can be declared for additional charges.

LTL Freight

Typical liability:

• Approximately $2 per pound

Coverage depends on carrier tariff.

Air Shipments

Air carrier liability is usually based on weight and international conventions.

Coverage is typically limited.

Cargo Insurance

For high-value shipments, cargo insurance is recommended.

Cargo insurance provides coverage based on declared value rather than weight.

Agent Responsibility

Agents should recommend additional insurance when:

• shipment value exceeds carrier liability
• goods are fragile or high-value