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The most common cause is a problem with the 99M placard: it's missing, damaged, or won't scan. When USPS refuses a pallet, the carrier holds it and issues a refused or on-hand freight notice. Our Delivery Assurance team then works with you and the carrier to get it accepted or decide what happens next.

To prevent it:

• Make sure your postage has been accepted by USPS and your 99M placards are active in FAST.
• Confirm the delivery address on your 99M or 8125 matches the address on the Bill of Lading (BOL) we provided.
• Attach the 99M placard securely where the dock can see and scan it.
• Keep a digital copy of every placard and your postage statement for each drop.

It depends on how the mailing is entered. eInduction shipments use the 99M placard and do not need an 8125. Shipments that are not entered through eInduction require a PS Form 8125 (the red-stamped form) for acceptance at the postal facility.

Usually up to three things:

1. A signed copy of the BOL, so we can confirm the PRO number used for the shipment.
2. A copy of the 99M placard for the pallet. We send it to the carrier so they can find the freight.
3. Tracking on the mail pieces themselves. Sometimes the pallet is accepted by USPS and the mail is moving, but the carrier never got a signed delivery receipt. Mail-piece tracking tells us right away.

We keep working the carrier side and update you as we learn more.

We contact the carrier to find out why it was refused and request photos of the pallet and placard. We may also ask for photos of the tray tags, the small cards on the sides of the letter trays, so you can confirm the mail is yours.

Then we decide with you whether to correct and redeliver, or return the freight. Return charges from the carrier may apply. Redelivery charges may also apply, depending on what caused the shipment to arrive at the wrong facility.

Each carrier sets a maximum number of handling units it will accept from one origin to the same destination on the same day. For FedEx, that limit is 7. If your shipments go over it, the carrier may combine them and apply capacity pricing.

The limit applies to the combined handling units across all jobs and BOLs going to the same destination that day. Splitting freight into multiple jobs doesn't avoid the charge, because the carrier may consolidate those shipments at its terminal.

• Stay within the carrier's handling-unit limit for each destination, per origin, per day.
• Double- or triple-stack pallets when you can.
• Place a light layer of stretch wrap around stacked pallets so the carrier treats them as a single handling unit. If the carrier can separate them, it may count and weigh each pallet on its own.
• Complete the Direct Logistics BOL exactly as shown in the sample we provide.
• If your freight can't be stacked, contact us before you ship. We'll help you find options so your job ships as expected.

The driver can arrive any time during your scheduled pickup window. If your freight isn't wrapped, labeled, and ready to load, with paperwork complete, or if loading runs past the time allowed, the carrier may assess a detention charge. Detention charges may be billed by the carrier or invoiced by Direct Logistics.

Loading time allowed:

• 0–999 lbs: 15 minutes
• 1,000–5,000 lbs: 30 minutes
• 5,001–10,000 lbs: 40 minutes
• Over 10,000 lbs: 60 minutes

The best way to avoid detention is to have your freight fully prepared and ready at the start of your pickup window.

If the carrier hasn't arrived 30 minutes before the end of your scheduled pickup window, contact us right away at 800-201-0026, Option 2 or 972-991-9935, Option 2, or email logistics@directlogistics.com. That gives us time to reach the carrier before the pickup is missed.

It's not uncommon for a driver to arrive early if they're already in the area. If this happens, email us right away, even if the driver says they'll come back during your scheduled window. We'll contact the carrier's dispatcher to confirm the pickup and help make sure your shipment isn't missed.

Remember that your freight should be ready at the start of your scheduled pickup window.

Sometimes a terminal doesn't have the capacity to pick up on the scheduled day and moves the pickup to the next day. When that happens, we contact the terminal and lay out your options. One option is often to drop the freight off at the terminal yourself the same day.

If you do, let us know right away so we can cancel the rescheduled pickup and avoid a missed-pickup charge.

The driver should scan the barcode at the top of the Direct Logistics BOL. If it still won't scan, the driver may apply a PRO sticker from the carrier and assign a new PRO number so the shipment can still be picked up.

If that happens, scan a copy of the signed BOL and email it to logistics@directlogistics.com so we can update the tracking in your account. If the driver says the paperwork can't be used at all, contact us while the driver is still on site.

If a job changes after you print paperwork, always use the BOLs from the current job. Old BOLs can send freight to the wrong place or create duplicate shipments.

If the wrong BOL already went out, contact us right away so we can correct it with the carrier. Delete old draft jobs in DLP so they don't get mixed up with the live job.

No. Carriers typically deliver in the morning and pick up freight in the afternoon, but routes are built the morning of delivery, so exact times can't be guaranteed. Some receiving facilities are also closed on certain days.

Once your shipment reaches the delivering terminal, we can usually give you an estimated delivery window.

Start counting on the first business day after your pickup date. Don't count the pickup day, weekends, or holidays. Only business days count toward transit time.

You can track shipments directly in DLP. Open DLP, select the Delivery Status button on your dashboard, then click the job to see the latest shipment information. Each job includes active tracking links.

If a tracking link isn't working, the driver may have applied a new PRO sticker instead of scanning the barcode on the BOL. Send a signed copy of the BOL to logistics@directlogistics.com and we'll update the tracking in your account.

It depends on whether the job has been submitted.

• Draft jobs: You can make changes directly in DLP. Click the Shipment ID for the destination you need to update and edit the quantity, weight, or pallet count. To add a drop, click Add a New Shipment and enter the details.
• Submitted jobs: Any changes must come to us by email at logistics@directlogistics.com or by phone at 800-201-0026, Option 2. Include your DLP Job # and what needs to change. We'll update the job and send you new BOLs.

When you receive updated paperwork, please discard the old BOLs and use the new ones. For a small change to a pallet count or weight, it's sometimes possible to correct the value by hand on the BOL, but new paperwork is always preferred.

Yes, but let us know before the driver arrives so the BOL and pickup match what's on your dock. Keep the carrier's handling-unit limit per destination per day in mind. Adding pallets can push a destination into capacity pricing if it goes over the limit.

USPS sometimes reroutes certain mail classes from one facility to another. When that happens, we confirm the correct destination with you and re-rate the shipment if needed.

To help prevent unnecessary redirects:

• Keep your presort and mail direction files current with your software's update notices.
• Compare the destinations on your BOLs against your USPS pallet placards before you ship.

Contact us with what you were entering and where it stopped. It's usually a simple fix, and if needed, we can create or finish the job for you.

Email us the invoice number and what you believe is incorrect. Postal paperwork helps speed up the review, such as the transaction receipt (3607), postage statements (3602/3602C), the presort summary, and pallet placards.

Carrier reviews usually take 7–10 business days, and we'll keep you updated as the carrier responds.

If pallets arrive separately or come up short at delivery, we work with the carrier to find where the freight was split and locate the missing pallets. Once they're found, we work with the carrier to deliver them as soon as possible. Shipments are invoiced as booked.

An account is placed on hold when there's an outstanding balance or it has exceeded its credit limit. We can't process DLP jobs until the hold is cleared. Contact Accounts Receivable to arrange payment, and we'll release the hold as soon as it's received.

Email us the new information and the date it takes effect, for example after a change in ownership. We'll update your account and future invoices.