Introduction: Don't Pay for What You Didn't Use!

Receiving a freight invoice can be a routine part of business operations, but encountering unexpected or erroneous charges can quickly turn this administrative task into a frustrating ordeal. Among the common culprits are "unused liftgate" charges, fees added to your invoice for a service that was never rendered or needed. This guide will equip you with the knowledge and a clear, step-by-step process to effectively dispute these charges, ensuring you only pay for the Shipping services you actually utilized.

The Frustration of Billing Mistakes on Your Freight Invoice

Billing errors on a freight invoice are more than just an annoyance; they can impact your bottom line and consume valuable administrative time. These discrepancies often arise from complex pricing structures, misunderstood service requirements, or simple administrative oversights by the carrier. The global power liftgate market, valued at USD 3.06 billion in 2023 and projected to reach USD 5.58 billion by 2030, highlights the significant industry surrounding liftgate technology, underscoring its common use and potential for misapplication in billing. Dealing with these incorrect charges requires a systematic approach to reclaim your funds.

What is an "Unused Liftgate Charge"? Defining Liftgate Service

A liftgate service refers to the use of a hydraulic lift attached to the back of a truck or trailer, designed to lower heavy or bulky freight from the vehicle to the ground, or vice versa. This service is essential when a loading dock is unavailable at either the pickup or delivery location, or when the freight itself requires mechanical assistance for unloading. An "unused liftgate charge" implies that this specialized service was billed to you, despite not being necessary or utilized for your shipment.

Why This Guide Matters: Empowering You to Dispute Successfully

Many businesses overlook or simply pay incorrect liftgate charges due to a lack of clarity on how to dispute them. This guide is designed to empower you with a comprehensive, actionable framework. By understanding the nuances of liftgate service and following these proven steps, you can confidently challenge erroneous charges, improve your invoice audit processes, and prevent future billing mistakes.

Before you can effectively dispute a charge, you need to understand its context and legitimacy.

What Exactly is a Liftgate Service and When is it Needed?

A liftgate service is a specific accessorial charge applied when a carrier uses the hydraulic lift mechanism on their truck to load or unload freight at locations lacking a loading dock, or when freight requires mechanical assistance. The global last-mile delivery market, estimated between $160 and $180 billion in 2024, often necessitates such services, making it a frequent addition to invoices.

Common Scenarios Where a Liftgate is Justified (and Charged Correctly)

A liftgate service charge is typically justified when:

• The destination lacks a dock or forklift.
• The shipment requires mechanical assistance to be moved from the truck.
• It was explicitly requested and agreed upon in the Shipping contract or order.
• The Bill of Lading (BOL) correctly notes the need for liftgate service.

Why an "Unused" Charge Appears: Uncovering Potential Discrepancies

An "unused" charge suggests a discrepancy. This can occur if:

• The delivery location did have a dock, but the driver used the liftgate anyway.
• The carrier erroneously applied the charge due to miscommunication or internal error.
• The BOL was incorrectly completed, leading to an automatic charge.
• The service was documented as provided, but was not in reality.

Key Terms: Accessorial Charges and Their Impact on Your Invoice

Accessorial charges are additional fees for services beyond standard transportation, such as liftgate service, residential delivery, inside delivery, or fuel surcharge. According to Freightos research, an average of over 20 freight fees and surcharges are included in every international freight quote, highlighting the complexity and potential for error within freight billing. These charges, if misapplied, can significantly inflate your invoice.

Thorough initial review is paramount to building a strong case for your dispute.

Scrutinizing Your Invoice: Locating Liftgate and Other Accessorial Charges

Carefully examine your invoice line by line. Locate the specific liftgate charge and note any other accessorial charges. Ensure you understand what each fee pertains to.

Cross-Referencing with Your Bill of Lading (BOL): What Does It Say?

Your Bill of Lading (BOL) is your primary shipping contract. Check if liftgate service was pre-selected or noted on the BOL. This document is crucial evidence in any dispute.

A successful dispute relies on solid documentation.

The Power of Documentation: Proof of Delivery (POD) and Delivery Receipts

Obtain your Proof of Delivery (POD) and any delivery receipts. Look for notes by the driver or receiver that indicate whether a liftgate was actually used. Discrepancies between the POD and the invoice charge are your strongest evidence.

Internal Records: E-mails, Purchase Orders, and Shipping Instructions

Gather any internal communications, purchase orders, or shipping instructions that clearly state whether a liftgate was requested or needed for this specific shipment.

Photos or Videos: Visual Evidence of Delivery Conditions

If available, photos or videos of the delivery location showing a loading dock, or of the actual delivery process, can provide compelling visual proof that a liftgate was unnecessary.

With your evidence compiled, it's time to reach out to the carrier.

Initial Contact: Leveraging the Phone for Quick Clarification

Begin with a phone call to the carrier's Customer Service department or their Accounts Receivable (AR) team. Be polite but firm. Clearly state the invoice number and the specific charge you are disputing.

Formalizing Your Complaint: The Importance of E-mails and Written Records

Follow up your phone call with a formal e-mail or written letter. This creates a documented record of your dispute, which is vital if the issue escalates.

What to Include in Your First Communication: Clarity and Conciseness

Your initial communication should be brief and to the point. Clearly identify the invoice and the erroneous charge, state that liftgate service was not provided or needed, and mention that you are gathering supporting documentation.

Essential Information to Provide

Always include your invoice number, BOL number, and the date of delivery. Providing your personal information (company name, contact details) ensures they can properly identify your account.

Presenting a clear, evidence-based argument is key to a successful dispute.

Clearly State the Discrepancy: Liftgate Service Charged, But Not Rendered

Reiterate that the liftgate service was charged on the invoice but was not necessary or provided for the shipment. Reference your BOL and any other supporting evidence that contradicts the charge.

If your initial attempt doesn't yield results, be prepared to take further steps.

Escalating Within the Carrier's Structure

If Customer Service cannot resolve the dispute, ask to speak with a supervisor or manager. Be prepared to present your evidence professionally. The Shanghai Containerized Freight Index (SCFI) more than doubling in mid-2024 illustrates the volatility in freight rates, making negotiation for billing adjustments even more critical.

Formal Dispute Letter and Mailing Your Evidence

If phone and e-mail exchanges fail, send a formal dispute letter via certified mail. Include copies of all supporting documentation, clearly outlining the discrepancy and requesting a specific billing adjustment or credit memo.

Engaging a Freight Broker or Auditing Firm

If you used a freight broker, they can often intervene on your behalf. Consider hiring a professional freight audit firm if the amount is significant and the carrier remains unresponsive.

When to Consider Legal Action

For very large or persistent discrepancies, and after exhausting all other options, consulting with legal counsel might be a consideration, though court is typically a last resort.

The best dispute is one that never needs to happen.

Proactive Communication with Shippers and Carriers

Ensure clear communication about delivery requirements before shipment. Confirm whether a liftgate will be needed and ensure this is accurately reflected in all documentation.

Accurate Bill of Lading Completion

Train your team on the importance of accurately completing the BOL, paying special attention to sections for accessorial charges and delivery notes.

Invoice Parsing and Audit Processes

Implement a robust internal invoice parsing and audit process to catch discrepancies before payment is made. Regularly review your shipping costs and carrier performance.

Understanding Contract Rates

Ensure your carrier contracts are clear, and that rate application errors are minimized by understanding how all charges, including accessorials, are applied.