Use the guidance below to prepare files, understand findings, and give a support investigation enough context to help safely.
Start with a freight invoice PDF or CSV. Include the invoice number, line items, currency, and shipment reference when available. Supporting evidence can include a rate card, bill of lading, proof of delivery, appointment record, or carrier correspondence.
Open the finding and check the calculation, amount at risk, confidence, reason, source references, and missing evidence. Treat the result as a reviewable suggestion until a human confirms it.
Use the retry action when a supported file needs another processing attempt. If the issue persists, record the organization, approximate time, filename, and request or error ID shown by the application.
Do not paste invoice contents, credentials, payment details, private file URLs, or carrier account numbers into a support request. Share only the minimum safe context needed to investigate.
Provide the organization name or workspace identifier, without attaching private invoices.
Tell support whether the issue occurred during upload, extraction, normalization, review, dispute preparation, or recovery tracking.
Include the approximate time, filename, request ID, or error ID shown by the product.
Do not ask support to approve a finding, send a dispute, or treat a suspected amount as recovered.