What happens when something goes wrong?
When the plan changes, Peer stays responsible for the work
A late truck, a backed-up dock or a damaged shipment needs an operator who understands the facts and can coordinate the next step. Peer manages that work and brings in founders for consequential decisions.
Key points
- We check the facts and communicate material changes.
- Replacement capacity still needs to pass verification.
- Managing a problem does not guarantee a delivery time or a claim payment.
Establish what happened
The first task is to understand the event: who reported it, what has been verified, which appointment or shipment requirement is affected and what is still unknown. We retain the relevant communications and timeline.
We should communicate the actual evidence. A carrier's report is attributed to the carrier. An uncertain arrival remains an estimate. A customer should not have to make a decision based on an invented explanation.
Coordinate the next workable step
If a carrier cancels before pickup, Peer returns to sourcing capacity and checks the replacement before commitment. If a truck is held at a facility, we investigate the delay and work with the relevant parties on the next step.
Some decisions affect the shipper's schedule, cost or freight and need its approval. A founder handles difficult recovery and consequential commitments. We do not assume that a general service description authorizes a new charge or a change to your delivery requirements.
Damage and suspected fraud need a different response
Damage, shortage, refused freight, suspected theft and identity discrepancies are escalated for human attention. Documents, photographs, communications and the shipment timeline can matter, so preserving evidence is part of the response.
If something is wrong at delivery, contact Peer promptly and preserve the available evidence. Claims and coverage depend on the actual facts, agreements and applicable policies. Peer coordinating a claim does not establish that an insurer will pay it or that Peer guarantees the cargo's full value.
Keep a person reachable
A founder is reachable on every load. For an active shipment problem, call +1 562-534-3334 or use your Peer shipment contact. People and immediate safety come first in an emergency.
The service commitment is to manage the brokerage work and response. Weather, facility delays, breakdowns and other disruptions can still happen. Evaluate us on the facts we communicate, the choices we bring you and the work we do to resolve the situation.