Frequently Asked Questions
Find detailed answers for shippers, carriers, brokers, vehicle transport, account setup, and billing. Use keyword search or filter by category.
How do you handle carrier quick-pay?
Quick-pay options are available based on carrier agreements and fees. The quick-pay amount and timing are outlined in the settlement terms.
Read full answerWhat documents are required for cross-border shipments?
Typical documents include commercial invoice, packing list, and any customs filings specific to the lane. Fleet X Direct can review requirements and coordina...
Read full answerCan I set preferred lanes and equipment?
Yes. Define your origin regions, destinations, trailer types, and availability windows. The system uses these preferences to match you with relevant loads.
Read full answerHow do you select carriers for my freight?
We use safety, insurance, performance history, and lane fit to select carriers. Fleet X Direct prioritizes reliable partners who meet your service requirements.
Read full answerHow do you help protect margin?
We surface market-aligned pricing, accessorial rules, and carrier performance data to reduce surprises. Better visibility helps maintain planned margin on ea...
Read full answerHow does pickup and delivery scheduling work?
Provide your available pickup window and any delivery appointment rules during booking. We confirm carrier availability and align the schedule before dispatch.
Read full answerWhat equipment standards are required?
Equipment must be roadworthy, clean, and appropriate for the load type. Refrigerated or specialized loads may have additional requirements we will outline.
Read full answerDo you support purchase order numbers?
Yes. You can add PO numbers to shipments and invoices for reconciliation. PO fields can be required for specific accounts.
Read full answerWhat visibility tools do you provide?
Fleet X Direct provides milestone tracking, ETA updates, and exception alerts. You can share customer-facing links or embed updates in your TMS.
Read full answerWhat taxes or fees may apply?
Taxes depend on jurisdiction, shipment type, and service. Any applicable taxes or fees are listed on the invoice with supporting details.
Read full answerHow do appointment deliveries work?
Provide the receiving facility contact and scheduling rules at booking. We coordinate the appointment with the carrier and confirm the time before dispatch.
Read full answerHow do you verify carriers?
We validate authority, insurance, safety history, and performance before onboarding carriers. Continuous monitoring helps keep the network compliant and reli...
Read full answerCan I split billing across departments?
Yes. We can set up cost centers or reference fields to allocate charges by department or project. Provide the required PO or reference data.
Read full answerHow do I create a Fleet X Direct account?
Use the sign-up form and provide your company details and contact information. After verification, you can access the dashboard and start requesting shipments.
Read full answerHow do I invite team members?
Admins can invite users via email from the Users page. Assign the appropriate role so access matches their responsibilities.
Read full answerCan I enable multi-factor authentication?
Yes. Enable MFA in your account security settings and follow the setup steps. MFA adds an extra layer of protection for sensitive shipment data.
Read full answerHow do seasonal demand and weather affect rates?
Peak seasons and severe weather can tighten capacity and raise rates. We recommend booking early and keeping flexible pickup windows.
Read full answerHow do credit memos work?
Credit memos are issued to offset invoice balances when adjustments are approved. They appear in your billing history and can be applied to future invoices.
Read full answerHow do I change currency or billing country?
Currency and billing country settings are managed by your billing admin. Contact support if you need multi-currency or cross-border invoicing.
Read full answerCan you ship classic or high-value vehicles?
Yes. We recommend enclosed transport and higher insurance limits for classic or high-value vehicles. Share any special handling instructions upfront.
Read full answerDo you offer API access?
Yes. Our API supports load creation, status updates, and document retrieval. Contact your account team to enable access and review documentation.
Read full answerWhat pickup and delivery options are available?
We offer door-to-door and terminal options depending on location access. If the street is tight, we may coordinate a nearby meeting point.
Read full answerHow long does vehicle transport take?
Transit time depends on distance, route, and carrier availability. We provide an estimated pickup window and delivery range when you book.
Read full answerDo you offer expedited vehicle shipping?
Expedited service is available on select lanes with premium pricing. We prioritize pickup and route planning to meet tighter timelines.
Read full answerHow do I connect integrations or API keys?
Navigate to Integrations and generate API keys or connect supported partners. For custom integrations, contact support for credentials and documentation.
Read full answerDo you support specialized freight?
We can source equipment for refrigerated, oversized, or high-value freight based on lane availability. Share handling requirements early so we can match the ...
Read full answerCan I set up net terms or credit?
Net terms may be available after a credit review. Contact your account team to request terms and provide required financial documentation.
Read full answerAre there restrictions on fuel or battery levels?
Keep fuel around a quarter tank to reduce weight and ensure loading. For EVs, a moderate charge is recommended to allow loading and unloading.
Read full answerWhat security measures protect my account?
Fleet X Direct uses encryption, role-based access, and audit logging. Enable MFA and strong passwords for the best protection.
Read full answerWhat if the delivery location has limited access?
We can coordinate a nearby meeting point if the carrier cannot access the street. Provide notes about restrictions so the driver can plan ahead.
Read full answerCan you handle partial loads and LTL?
Yes. We support LTL and partials with consolidation options that balance cost and transit time. Provide pallet count, dimensions, and freight class for accur...
Read full answerDo you handle motorcycles or ATVs?
Yes. Motorcycles and ATVs require specialized tie-downs and equipment. Share dimensions and pickup details so we can plan safe transport.
Read full answerWhat insurance and authority documents are required?
Provide active operating authority, cargo and auto liability coverage, and W-9 information. We monitor expiration dates and may request updates before dispatch.
Read full answerDo you support international vehicle shipping?
International vehicle shipping requires customs documentation, compliance checks, and longer transit times. Our team can review requirements and coordinate w...
Read full answerWhat support do you provide during onboarding?
We provide training sessions, playbooks, and dedicated onboarding contacts. The goal is to launch quickly with clean data and reliable carrier coverage.
Read full answerCan I automate billing via API?
Yes. Our API can send invoice data and payment status updates to your systems. Contact your account team for access and documentation.
Read full answerCan I set notification preferences?
Yes. Choose email and in-app notifications for key events like pickup, delivery, or exceptions. Each user can customize their own settings.
Read full answerHow do I get a copy of a paid invoice?
Open the invoice in the billing portal and download the PDF copy. Paid invoices remain available for reporting and audits.
Read full answerHow do I receive load offers?
Load offers are sent through the Fleet X Direct portal and notifications based on your lane preferences. You can accept, counter, or decline directly in the ...
Read full answerDo you provide billing statements?
Yes. Statements summarize invoices, payments, and balances for a selected period. You can download them from the billing portal.
Read full answerHow do I prepare my vehicle for shipping?
Remove personal items, wash the vehicle, and document existing damage with photos. Leave about a quarter tank of fuel and ensure the battery is charged.
Read full answerHow do I manage payment methods on file?
Billing admins can add or update payment methods in the Billing section. Changes take effect immediately for new invoices.
Read full answerCan I dispute an invoice?
Yes. Submit a dispute from the billing portal with supporting details. We will review and respond with adjustments or clarification.
Read full answerHow do carriers onboard with Fleet X Direct?
Complete the carrier profile, upload authority and insurance documents, and set equipment preferences. Our team verifies compliance and activates your access...
Read full answerCan I ship personal items inside the vehicle?
Personal items are generally discouraged and may not be covered by carrier liability. If allowed, items must be below window level and not add excessive weight.
Read full answerHow do I pay by ACH or wire?
Use the billing portal to add bank details and follow the payment instructions. We will confirm receipt once funds are posted.
Read full answerWhat happens if my vehicle is damaged?
Note damage on the delivery inspection report and take photos immediately. We assist with the carrier claim process and required documentation.
Read full answerIs there after-hours support for drivers?
Yes. We provide escalation paths for time-sensitive issues outside business hours. Use the support contact listed in your load details for urgent needs.
Read full answerWhat packaging or labeling is required?
Secure freight to prevent movement, label each unit with destination details, and include any handling instructions. For LTL, palletizing and shrink wrapping...
Read full answerWhat is your late payment policy?
Late payment terms are outlined in your service agreement and may include fees. Contact billing if you anticipate delays so we can coordinate.
Read full answerHow do I reset my password?
Use the "Forgot Password" link on the login page and follow the email instructions. For security, the reset link expires after a short time.
Read full answerHow do you handle billing and settlement?
Billing data flows from shipment milestones and approved accessorials. Settlement follows agreed terms with clear invoice visibility in the portal.
Read full answerHow are insurance charges shown?
Insurance charges appear as a separate line item with coverage details. You will see limits and premiums on the invoice.
Read full answerHow do you manage documents and PODs?
Documents are stored by load with audit trails and searchable tags. PODs can be shared with shippers and used to trigger billing workflows.
Read full answerWhat if my facility has limited dock access?
Let us know about tight turns, low clearances, or limited hours. We will match the right equipment and note accessorials to avoid delays.
Read full answerWhat documents do I need to ship a vehicle?
Typically you need a valid ID and proof of ownership or authorization to ship. For cross-border moves, customs documentation may also be required.
Read full answerCan I consolidate multiple shipments?
Yes. We can combine shipments into fewer loads to reduce cost and improve utilization. Share your schedule and volume so we can build the right consolidation...
Read full answerHow do I track my shipment in real time?
Use your Fleet X Direct dashboard to see live location, milestones, and ETA updates. You can also share tracking links with customers for self-service visibi...
Read full answerWhat is the rate confirmation process?
After accepting a load, you receive a rate confirmation with pickup, delivery, and payment terms. Review and acknowledge it before dispatch.
Read full answerHow does load posting and tendering work?
Post loads with required details and Fleet X Direct matches them to eligible carriers. You can tender directly or review offers before awarding the load.
Read full answerWhat shipment details do you need to price accurately?
We need weight, dimensions, freight class or NMFC (if applicable), pickup and delivery requirements, and any accessorials. The more precise the details, the ...
Read full answerHow are claims handled between shipper and carrier?
We document incidents, collect evidence, and coordinate with both parties on timelines. Fleet X Direct keeps claim status visible and centralizes paperwork.
Read full answerWhat is your compliance and insurance monitoring?
We monitor carrier authority and insurance expirations and flag exceptions. This protects your network from lapses that can jeopardize coverage.
Read full answerWhat is the credit card processing fee?
Credit card payments made through the billing portal use Stripe's 3.40% + $0.30 fee for Canada billing addresses. Billing addresses outside Canada add 0.80% ...
Read full answerWhat sizes or types of vehicles do you transport?
We transport sedans, SUVs, trucks, vans, and specialty vehicles. Provide vehicle dimensions and weight so we can match the right equipment.
Read full answerHow do I cancel or modify a shipment?
Use the shipment details page to request a change or cancellation. If a carrier has already been dispatched, fees may apply based on time and distance.
Read full answerWhat payment methods do you accept?
We accept ACH, wire, and approved card payments depending on your account setup. Your billing settings will show available options.
Read full answerHow do brokers onboard with Fleet X Direct?
We start with a discovery call, configure your lanes and customer requirements, and connect your team to the portal. Training covers quoting, tendering, and ...
Read full answerHow are claims for loss or damage handled?
Report issues immediately with photos and delivery documentation. We coordinate with the carrier to investigate and guide you through claim timelines and req...
Read full answerCan I customize the dashboard?
You can pin key widgets, adjust views, and save filters for recurring workflows. This keeps your most important metrics visible.
Read full answerHow is the vehicle inspected and documented?
The driver completes a condition report at pickup and delivery, noting any existing or new damage. You should review and keep a copy for your records.
Read full answerHow does FleetX handle sustainability or emissions reporting?
We can provide shipment activity data to support emissions tracking and sustainability reporting. Ask your account team about lane-level data exports and rep...
Read full answerCan I integrate with my TMS?
Yes. We support API and file-based integrations to sync loads, status updates, and documents. Our team will map data flows to match your TMS requirements.
Read full answerWhat data is retained and for how long?
We retain shipment, billing, and audit records to support compliance and reporting. Specific retention periods can be reviewed with your account team.
Read full answerWhat is a terminal-to-terminal shipment?
Terminal-to-terminal means you drop off and pick up the vehicle at carrier terminals instead of door-to-door. This can reduce cost when access is limited.
Read full answerHow do you handle accessorial billing?
Accessorials are billed only after approval and supporting documentation. The invoice lists the accessorial type and any approval reference.
Read full answerCan I set recurring or contract lanes?
Yes. Fleet X Direct supports recurring lanes with agreed service levels, pricing, and capacity commitments. Share your volume forecast to start the lane setup.
Read full answerWhat accessorials might affect my final price?
Accessorials include liftgate, residential delivery, detention, limited access, and inside delivery. Disclose these at booking to avoid post-shipment adjustm...
Read full answerWhat happens when a user leaves the company?
Deactivate the user to revoke access while preserving audit history. You can reassign open tasks and shipments to another user.
Read full answerWhen are invoices issued?
Invoices are issued after delivery confirmation and document approval. You will receive a notification and can view invoices in the billing portal.
Read full answerHow do I track my vehicle shipment?
Tracking links provide live location updates and ETA information. You can access tracking from your Fleet X Direct dashboard.
Read full answerHow do I verify my email and company?
Click the verification link sent to your email and complete any company validation steps requested. This helps us keep the network secure and compliant.
Read full answerHow does carrier performance scoring work?
We track on-time pickup, on-time delivery, claims, and communication quality. These metrics help you select reliable partners and improve service levels.
Read full answerWhat if my shipment is ready earlier or later?
Update the pickup window in your Fleet X Direct request as soon as possible. We will re-confirm carrier availability and adjust the plan to avoid delays or f...
Read full answerWhat happens if a shipment is canceled after billing?
We review cancellation terms and issue credits or adjustments as appropriate. Documentation of carrier dispatch status helps determine final charges.
Read full answerHow are safety scores and compliance reviewed?
We review authority status, insurance, and safety history before assigning loads. Ongoing monitoring helps ensure compliant carriers stay active in the network.
Read full answerWhat is the difference between open and enclosed transport?
Open transport is cost-effective and common for standard vehicles, while enclosed transport offers added protection from weather and debris. Enclosed service...
Read full answerWhat service levels are available?
Fleet X Direct supports standard, expedited, and time-definite options depending on lane and capacity. We will surface the best-fit level based on your reque...
Read full answerHow do you calculate vehicle shipping cost?
Cost is based on distance, vehicle size, transport type, seasonality, and availability. We also consider accessorials like residential pickup or enclosed ser...
Read full answerHow do you handle accessorials and approvals?
Accessorials are reviewed against shipper rules, with approvals tracked in the portal. This keeps billing clean and reduces invoice disputes.
Read full answerWhat happens when a carrier falls off?
We alert your team immediately and begin re-coverage with available carriers. Escalation rules and backup capacity help protect service commitments.
Read full answerHow do I set default equipment or service preferences?
Set defaults in your account preferences to speed up quoting. These defaults can be overridden per shipment when needed.
Read full answerWhen and how do I get paid?
Payment timing depends on agreed terms and document submission. Once PODs are approved, we process payment according to the rate confirmation.
Read full answerHow do I close or deactivate my account?
Contact support to request account closure. We will confirm any open shipments and provide data retention guidance before deactivation.
Read full answerHow do I export reports?
Reports can be exported from the Analytics section in CSV format. Choose the date range and metrics to generate the export.
Read full answerHow do I get a quote for my shipment?
Request a quote by sharing origin, destination, pickup date, equipment type, and commodity details. Fleet X Direct compares vetted carriers and returns a pri...
Read full answerHow can I automate exception management?
Set alert rules for delays, missed appointments, or tracking gaps. Fleet X Direct notifies your team and can trigger workflows to resolve issues faster.
Read full answerHow do I update company profile and billing info?
Go to Company Settings to update addresses, contacts, and billing preferences. Changes are logged for audit purposes.
Read full answerWhat security controls protect customer data?
We use role-based access, audit trails, and encrypted data storage. Security practices align with industry standards to protect sensitive freight and custome...
Read full answerHow do I manage user roles and permissions?
Admins can assign roles from the user management page. Roles control access to quotes, billing, and reporting features.
Read full answerWhat are expectations for communication?
Provide timely updates on pickup, transit, and delivery milestones. Proactive communication helps resolve exceptions quickly and improves shipper experience.
Read full answerDo you offer insurance options?
Carrier liability is standard, and supplemental cargo insurance can be added for higher-value goods. We will outline coverage limits and costs during booking.
Read full answerCan you ship inoperable vehicles?
Yes, but it requires specialized equipment and loading plans. Let us know the vehicle condition so we can source the correct carrier and equipment.
Read full answerHow do I submit PODs and documents?
Upload PODs and supporting documents in the shipment portal or by email as instructed. Clear, legible copies speed up payment and closing.
Read full answerCan I provide white-labeled tracking to my customers?
Yes. Share customer tracking links branded with your company. This keeps your customer experience consistent while leveraging Fleet X Direct visibility.
Read full answerHow do I manage saved locations?
Use the Locations section to add, edit, or deactivate addresses. Saved locations speed up quoting and ensure consistent pickup and delivery details.
Read full answerHow do I view shipment history?
Use the Shipments page to filter completed loads by date, lane, or customer. You can export results for reporting.
Read full answerHow do I update billing contacts?
Billing admins can update contact information in Company Settings. Changes apply to new invoices and billing notifications.
Read full answerHow do I contact support from my account?
Use the Support page to submit a request or chat with our team. Provide shipment IDs for faster resolution.
Read full answerHow are refunds processed?
Refunds are issued to the original payment method once eligibility is confirmed. Timing depends on payment provider settlement cycles.
Read full answer