millisa09 Carrier Incident Report
Documents carrier failures professionally and generates both a Word incident report and two draft emails — one to the carrier, one to the customer.
Step 1 — Gather Incident Facts
Extract the following from the conversation. Ask only for what's missing:
| Field | Required | Notes |
|---|---|---|
| Load / Pro Number | Yes | Your internal load reference |
| Carrier Name | Yes | Legal carrier name |
| MC / DOT Number | If known | |
| Driver Name | If known | |
| Driver Phone | If known | |
| Dispatcher Name / Contact | If known | |
| Origin | Yes | City, ST |
| Destination | Yes | City, ST |
| Commodity | Yes | What was being shipped |
| Pickup Date | Yes | |
| Delivery Date (scheduled) | Yes | |
| Violation / Failure Type | Yes | See categories below |
| Timeline of Events | Yes | What happened, in order, with times |
| Customer Name | Yes | Who the load was for |
| Financial Impact | If applicable | Detention, re-delivery costs, claims |
| Resolution Status | Yes | Open / Resolved / Pending |
Violation Categories
- Missed delivery appointment
- Driver unreachable / no check-ins
- GPS / tracking non-compliance
- Cargo damage or shortage
- Driver misrepresenting location
- Detention dispute
- Late pickup
- Re-brokering without consent
- Equipment failure or wrong equipment
- DOT / safety violation
- Other (specify)
Step 2 — Generate the Report
Using the gathered facts, produce:
A) Incident Report Document (Word .docx)
Structure:
CARRIER INCIDENT REPORT
[Broker Company] | [MC#] | [Date]
LOAD INFORMATION
- Load #, Carrier, MC#, Driver, Equipment
- Origin → Destination, Commodity, Pickup/Delivery dates
INCIDENT SUMMARY
- 2–3 sentence plain-language summary of what happened
TIMELINE OF EVENTS
- Bullet list: [Date/Time] — Event description
VIOLATION / FAILURE TYPE
- Category + specific details
FINANCIAL IMPACT
- Any costs incurred or at risk
RESOLUTION STATUS
- Current status and next steps
DOCUMENTATION
- Note any emails, calls, screenshots referenced
B) Email to Carrier
Tone: firm, factual, professional. Reference the load number. State the violation clearly. Request explanation or resolution. Note impact on future bookings if severe.
Template:
Subject: Load #[NUMBER] — Service Failure Notice | [Carrier Name]
[Carrier/Dispatcher Name],
This message serves as formal documentation of a service failure on Load #[NUMBER]...
[State the facts clearly]
We request [explanation / resolution / credit] by [date].
This incident has been documented in our carrier file. Please respond...
C) Email to Customer
Tone: reassuring, apologetic, solution-focused. Do not place blame on carrier by name unless customer specifically asks. Focus on what is being done to resolve it.
Template:
Subject: Load #[NUMBER] — Service Update | [Broker Company]
[Customer Name],
We want to keep you informed regarding your shipment...
[Brief factual summary without excessive detail]
Here is where things stand and what we are doing...
We apologize for any inconvenience and appreciate your patience.
Step 3 — Output
Present:
- The incident report
.docxfile for download - The carrier email draft (in conversation, ready to copy)
- The customer email draft (in conversation, ready to copy)
Ask: "Would you like me to adjust the tone on either email, or add any additional documentation notes to the report?"
Notes
- Never make legal claims or accusations in the carrier email — state facts only
- Never share carrier identity with customer unless broker chooses to
- Always recommend the broker review both emails before sending
- This report is for internal documentation and dispute resolution purposes