Operations Guide for Resolving Invoicing Issues
This guide provides step-by-step instructions for operations staff to resolve invoicing issues and ensure accurate billing.
1. Tracking ID Issues
Problem: Missing tracking IDs due to orders not being linked to an EDI load tender, leading to invoicing errors.
Solution: Manually link EDI by pasting the tracking ID from the EDI load tender screen into the order reference field under the BillTo in the order.
Action:
Contact regional managers to identify affected orders.
Confirm orders were not manually entered without EDI linkage.
Enter in the tracking ID from the EDI load tender
2. Fuel Surcharge (FSC)
Problem: Incorrect or missing fuel surcharge percentages.
Solution: Re-rate orders using updated fuel percentages based on the KN fuel schedule.
Action:
Type an ‘R’ in the SPQ field to re-rate and apply correct fuel values.
Check with the Fuel team to ensure rates are in properly.
Escalate to IT if rates still do not populate correctly. (Excluding all-in rates)
3. Interbranch and Accessorial Charges (T300) Rates
Problem: Missing or overridden T300 rates resulting in billing discrepancies.
Solution: Manually refresh accessorials to correct values.
Action:
Delete the incorrect accessorial charge in F8 and then re-add that accessorial with the correct rate on affected orders. Do NOT overwrite the rate.
Ensure rates match correct ALT SHIP and CID combinations.
4. Point-to-Point (P2P) Rates
Problem: Missing or invalid P2P rates, often caused by region changes or unconfigured lanes.
Solution: Re-rate orders after updating or correcting the lane data.
Action:
Do not overwrite an LP code if delivery location changes.
Request a new work order from the K&N Dray team if delivery location changes.
The K&N Dray team will have to add the missing rates for updated locations.
Rerate orders after changes are made.
Escalate region-specific P2P gaps to KNDedicated@imcc.com
5. Communication & Escalation
KEY ACCOUNTS
FAK ACCOUNTS
(these are not IMC region specific; they are associated to the KN sending office)
REEFER/HEALTHCARE ACCOUNTS
TRANSLOAD ACCOUNTS
Key Contact(s):
Mitchell McKinney – Escalations & exception management
Josh Stowers – EDI linkage & billing assistance ( Manager - FAK)
Rhonda Hoel – EDI linkage & billing assistance ( Manager - Healthcare)
Alexa Castorina – EDI linkage & billing assistance (Manager - Key Accounts)
Lorraine Schirripa – EDI linkage & billing assistance (Manager - Transload)
Laura Balmaceda – Manual adjustments & setup corrections to rating
