From Silence to Delivery
Cargo theft, and the processes and steps that stand to fight it, are easy to ignore, and easier to find silly. These risks are real though, and feature real people that need to be vigilant all the time. Here’s one story of a recent event that TIA received from a member.
This load was scheduled to pick up on Saturday, June 20, with delivery set for Monday, June 22. Shortly after loading, tracking showed the driver pinging near Atlanta, Georgia, far from the expected route. When we contacted the carrier, both the dispatcher and the owner claimed they were experiencing mechanical issues and assured us they would be back on the road shortly. Soon after, they shut down tracking altogether and stopped answering calls, which significantly escalated our concerns.
To better understand the situation, we partnered with Highway to obtain an ELD ping and verify the truck’s actual location. The ELD data never showed the vehicle near the shipper, which directly conflicted with the carrier’s claims. Armed with this information, we reached out to the owner via email and clearly laid out the discrepancies between their story and the ELD records. At this point, we were not only managing a delayed load but also facing a potential case of misrepresentation.
Taking our due diligence a step further, we conducted our own research and were able to locate the owner’s home address. We informed him that this information, along with the ELD data and communication history, would be included in a formal police report if the situation was not resolved. This was a critical step in demonstrating that we were prepared to involve law enforcement to protect our customer, our business, and the integrity of the supply chain.
After several days with no communication from the carrier, they abruptly answered a call and stated that they would deliver the freight the next day. Despite the extended delay and lack of transparency, they did ultimately deliver the load on Friday, June 26. While the shipment was eventually completed, this experience underscored the importance of robust tracking, strong partnerships, and persistent follow-up when things go wrong. It also highlighted the value of documenting every step—from pings and emails to addresses and timelines—so that, if necessary, there is a clear record to support further action.
It’s easy to be caught in your routines of the day-to-day of brokerage. And it can be just as easy to skip a step that seems superfluous or pointless. But as this tale shows, a proper documentation procedure and following your SOPs can help, as can going that extra mile. So much can go wrong, following the right process can help avoid unneeded heartburn and worry.
