FAQ

Federal law requires motor carriers have a minimum of $25,000 cargo insurance and $750,000 automobile liability insurance. We will process contracts with carriers that hold this amount for insurance. However, we recommend the limits listed above to avoid limiting the freight available to you.

We have a wide variety of customers with varying needs. The majority of our shipments utilize the following equipment and capabilities:

• Dry van
• Temperature controlled
• Flatbed
• Local
• Specialized
• Expedited
• Overweight/overdimensional
• Dray
• Drop trailer
• Team driver
• Private fleet
• Produce/perishables
• Cross-border
• HAZMAT
• Tanker/bulk
• High value

Before the payment process can start, we must receive the following documents:

• Invoice with C.H. Robinson load number
• Original signed bill of lading (BOL)
• Lumper receipts
• Copy of the C.H. Robinson confirmation
• Any other accompanying paperwork

There are several reasons why a load payment has not been released. The most common reasons include:

• Missing or illegible paperwork
• Load number is not written on each document received
• An incorrect load number is written on each document received
• Bill of lading (BOL) is not signed
• Damage/shortage is noted on the BOL; in this case, your load representative will have to approve payment after reviewing the situation
• The originals were mailed in for QuickPay release, but not addressed to the attention of QuickPay
• Missing carrier invoice; a load confirmation is not an acceptable invoice; the invoice should contain the load number, balance due, and your carrier ID number.

If you notice a discrepancy in your load payment compared to the invoice amount, contact the office that booked the load in question.

Our carrier services team can review a load and what was paid on a load (e.g., line haul, unloading, detention), but only the originating office can approve any discretionary amount for payment.

Where you send load paperwork depends on the load. Each rate confirmation sheet will specify an appropriate location for each load. Use that information to submit your paperwork.

While it is unlikely you would be charged for QuickPay if you’re not a QuickPay carrier, errors can happen. Certain situations could contribute to an incorrect QuickPay charge:

• Load paperwork was received on a QuickPay fax line
• Your paperwork sent to an office that faxed it to the incorrect number

In the event of an error, we will refund the fee.

Mail your paperwork to the payables center address shown on the C.H. Robinson fax confirmation. We will accept legible copies of the bill of lading if the originals can't be obtained. Accessorials must have prior approval to be paid.

Yes. You can email load paperwork to LoadDocs@chrobinson.com. To ensure the fastest payment time possible, please follow these guidelines:

• Include the C.H. Robinson load number as printed on the load’s rate sheet in your subject line.
• Limit documents to one load per email. Do not combine paperwork for multiple loads in a single email.
• Include the C.H. Robinson rate sheet to assist in document processing.
• Attach only grayscale TIF, JPG, or PDF files. Other file types will not be processed. Check images prior to sending for legibility.
• Limit attachments to 5MB or smaller. Larger file sizes will not be processed.

Yes. Talk to your C.H. Robinson representative about receiving and accepting/rejecting load tenders through Navisphere Carrier.

Not at this time. The best way to request a load outside of business hours is to email the representative who posted the load you want. When the office opens, they can contact you directly in response to your email.

Navisphere Carrier displays mileage from PC* Miler^®, which is only one of many different mileage programs available today. These miles are provided as an estimate for the load. They may differ from other, similar mileage programs.

If you're an owner-operator or dispatcher that needs an app to search for loads and manage a small business, including financial details, Navisphere Carrier is the app for you.

If you only need to provide automatic tracking updates and submit documents for assigned loads, Navisphere Driver has everything you need.

The Navisphere Carrier mobile app is the perfect app for small carriers as they interact with C.H. Robinson and grow their business. It is a fleet management tool primarily for owner-operators, small carriers, and dispatchers. As financial information is available, users require a login and password to use. Navisphere Carrier users can:

• Find loads
• Oversee a driver list
• Access all loads assigned to their company
• Provide shipment visibility and tracking
• Photograph and submit load documents for payment
• Monitor the billing status of each load

The Navisphere Driver mobile app is just for drivers. The simple functionality allows drivers to access assigned loads with just their cell phone number and a four-digit authentication code that they’ll receive via SMS text message when the app is installed. The app provides:

• Automatic in-transit and stop updates over the course of a load
• Document, photo, and upload capabilities to help speed up the payment process

Drivers can only view information regarding their assigned loads rather than company assignments and because the app does not include financial information, there is no login or password required.

Yes. Both are GPS-based apps that use the Location Services of the smartphone to provide automatic updates. GPS tracking is more accurate than cellular triangulation used by other tracking solutions.

Both Navisphere Carrier and Navisphere Driver have a standard location update frequency of one hour that can be increased to updates every 15 minutes based on customer request. Auto-stop updates for arrivals are triggered when a driver crosses a one mile geo-fence and for departures, it’s a one and a half mile geo-fence.

The combination of GPS and geo-fence tracking provides touch-free shipment visibility throughout the life of a C.H. Robinson load.

All apps require battery and data. Our mobile apps are both very efficient, and any battery or data usage is outweighed by the benefits to a user’s business. Both Navisphere Carrier and Navisphere Driver use less battery and/or data than browsing websites on your phone.

Navisphere Driver is the easy way for drivers to provide automatic status updates—no phone calls required. They can start tracking by selecting “on way to pickup.” Once tracking begins, we receive hourly location updates. Automatic stop updates are received when drivers cross a one mile geo-fence at stop locations.

Drivers using the Navisphere Driver app have access to assigned load information and maps directly on their smartphones. After delivering a load, drivers can also use the app to submit load documents, which can speed up the payment process. Owners and dispatchers can monitor all payment statuses through Navisphere Carrier—online or on their phone.

When assigning a driver in the Load Editor, select "DRIVERAPP." The driver will receive an SMS text message on their smartphone.

If the driver already has Navisphere Driver installed, they will receive an SMS text message that includes a hyperlink to the assigned load and corresponding information.

If the driver does not have Navisphere Driver installed on their phone, they can use the hyperlink in the text to visit the app store and download the app. After entering their phone number and a one-time authentication code (received in a separate SMS text message), they are ready to use the app. No login required.

Drivers are only tracked during the lifecycle of an assigned C.H. Robinson load. Navisphere Driver starts tracking locations when a C.H. Robinson representative marks a load as "Driver MT" in the Load Editor. Tracking automatically ends with the automatic stop update or a manual arrival/departure is entered for the last stop on the load.

Tracking through the Navisphere Driver app can be disabled at any time according to privacy laws and both app store policies. Due to the nature of our industry, tracking freight throughout the transportation process is quickly becoming an expectation. Providing automatic tracking updates through Navisphere Driver eliminates the hassle of check calls and counts toward a carrier's automation score in the Carrier Advantage Program.

A grading period occurs each quarter that could potentially change your current rating. If your grade drops you to a new tier, you will have one more probationary quarter to return your rating back up to your previously categorized level. If your rating changes, your QuickPay discount rate will change the month following each quarter-end grading period.

Your Carrier ID and password were provided in two separate welcome emails when you registered for the program.

You will need both the Carrier ID and password when accessing your EFS account. Please keep in mind that your Carrier ID and password should only be given to people who are authorized to make account changes.

Your secure entry code is a code you choose when logging into EFS’s eManager for the first time. You will use this code for security purposes; for example, when logging into eManager from a new computer.

Be sure to either memorize your code or keep it recorded in a secure place. Only share your secure entry code with people who are authorized to make account changes.

While setting up your program policy, you can select allowable items for cardholders. For example, limiting 250 gallons of fuel every 24 hours will help prevent unauthorized purchases. Please keep your cardholders informed as to what items they are allowed to purchase.

Also, the information you require cardholders to provide at checkout will act as a protection for you and your cardholders. Only people with the specific required information will be able to use the card. Please keep your cardholders informed as to the information they are required to provide at the time of purchase. Examples of required information:

• Driver ID #
• Trip #
• Unit #
• Trailer #
• Control #

Yes. Through EFS’s eManager, you can allow “manual entry” of cards. Notify the cardholder of the card number; they will then be allowed to enter the number by hand at the pump instead of swiping the actual card. Remember to switch the card back to “swipe only” when the cardholder has the card in hand again.

EFS offers an override option in their eManager tool for situations like these. After the override transaction has been processed, the override policy is removed and the previous card limits/locations return. If the override is for cash, please select the option for a “one-time cash advance.” Note: the cash will remain on the card until the cardholder depletes the funds.

EFS allows for multiple limits through eManager by creating default policies with separate defaults. This allows individual card management for companies requiring more specialized fleet policies.