FAQ

FAQ

General

Q: What does it cost to use Navisphere® Carrier?

A: Navisphere Carrier is free to all C.H. Robinson contract carriers. To get started, you need to create an account.

Q: What documents do I need to start hauling for C.H. Robinson?

A: You will need the following documents to haul freight for C.H. Robinson:

  • A Federal or State Operating Authority (MC or ICC #)
  • Proof of insurance (minimum of $25,000 cargo and $750,000 automobile liability) naming C.H. Robinson as a certificate holder
  • A completed W-9 form

If you are interested in becoming a contract carrier with C.H. Robinson, please click here to begin the process.

Q: I am being asked for $100,000 in cargo and $1,000,000 in auto liability?

A: Federal law requires motor carriers to have a minimum of $25,000 cargo insurance and $750,000 automobile liability insurance, and C.H. Robinson will process contracts with carriers who hold this amount for insurance. However, we suggest that you submit at the limits listed above to avoid limitations to the freight available to you.

Q: What is my C.H. Robinson ID Number?

A: We use ID numbers to identify our contract carriers in Navisphere ®. They help us keep track of each transaction your company has with C.H. Robinson.

To find your C.H. Robinson ID number, look at load confirmations, check stubs, or your contract for a number like TXXX. If you can't locate your ID number, call 800-326-9977 and ask for your T-number. To protect your security, we’ll ask you to answer a few questions before we can provide this information.

Q: What kind of equipment and capabilities do you hire?

A: We have a wide variety of customers with varying needs. The majority of our shipments utilize the following equipment and capabilities:

  • Dry Van
  • Temperature Controlled
  • Flatbed
  • Local
  • Specialized
  • Expedited
  • Overweight/Over Dimensional
  • Dray
  • Drop Trailer
  • Team Driver
  • Private Fleet
  • Produce/Perishables
  • Cross-Border
  • Hazmat
  • Tanker/Bulk
  • High Value

Carrier Technology

MacroPoint® Support

Q: Will MacroPoint® work on any C.H. Robinson load?

A: MacroPoint® will only be used on loads moved within the United States (lower 48).

Q: How does MacroPoint® benefit a driver/carrier?

A: MacroPoint® automatically handles all required load updates, which can replace phone calls and emails from C.H. Robinson. This recognizes that drivers should not be on the phone while driving and helps reduce phone calls during resting hours. MacroPoint® frees up the time and costs it usually takes to update
C.H. Robinson with required load information.

Q: Do I need a smartphone with a data plan to use MacroPoint®?

A: Neither a data plan nor a smartphone are required to use MacroPoint®. The program works on a cellular device without any data access.

Q: When am I tracked by MacroPoint®?

A: You are only tracked by MacroPoint® during C.H. Robinson loads. Tracking begins one hour before scheduled pickup and terminates when the load has been delivered.

Q: Will MacroPoint® affect my battery life?

A: MacroPoint® will not affect your phone's battery life. MacroPoint® pings the phone for updates on a predefined frequency, rather than continuously tracking the phone.

Q: What does it cost to use MacroPoint®?

A: C.H. Robinson contract carriers do not have any additional cost to use MacroPoint®.

Q: Do I need to opt in for MacroPoint® tracking every time I move a load with C.H. Robinson?

A: Once you sign up for MacroPoint® tracking with C.H. Robinson, you are automatically set up for future loads.

Q: How do I opt out of MacroPoint® if I no longer wish to use it?

A: You can opt out by calling 855-755-4400 and following the prompts to stop tracking. You can also opt out by texting “STOP” to any original tracking message received.

Q: Why does my C.H. Robinson representative say I cannot use MacroPoint® for a load?

A: If your company already has EDI or GPS tracking set up with C.H. Robinson, those tools will be used instead of MacroPoint®. Fleets with more than 50 units will be asked to utilize EDI or GPS tracking if possible.

Q: Who can assist me with MacroPoint® questions or issues?

A: For general questions regarding MacroPoint® while moving a C.H. Robinson load, please contact your
C.H. Robinson carrier representative.

For any technical support while enabling your device or using MacroPoint® tracking, please contact MacroPoint® at 216-369-0144 extension 0, or by email at support@MacroPoint.com.

Getting Paid

Q: What paperwork is required to receive payment?

A: The following documents must be received by C.H. Robinson before the payment process can start:

  • Invoice with C.H. Robinson load number
  • Original signed bill of lading (BOL)
  • Lumper receipts
  • Copy of the C.H. Robinson confirmation
  • Any other accompanying paperwork

Q: How do I get set up for QuickPay?

A: Read and agree to the QuickPay terms and conditions or call 1-800-326-9977.

Q: Can I overnight my load documents for QuickPay?

A: You can send your QuickPay documents via overnight courier (e.g., Fed Ex, UPS, Airborne, etc.) or by uploading your personally scanned documents through this site. If you send the documents by overnight courier, it is crucial that you mark on the envelope: "Attention QuickPay Department." If you don't make this notation, it WILL delay your payment.

Q: Where do I send load paperwork for QuickPay?

A: All loads are NOT sent to the same location. Read the rate confirmation sheet for the appropriate location for each load. Each individual rate confirmation sheet will tell you where to send the paperwork.

Q: Where do I send my paperwork if I don’t want to use QuickPay?

A: Mail your paperwork to the payables center address shown on the C.H. Robinson fax confirmation. Copies of the bill of lading will be accepted if the originals can't be obtained and if the copies are legible. Accessorials must have prior approval to be paid.

Q: Is it possible to be charged for QuickPay service if I’m not a QuickPay carrier?

A: The chances of being charged for QuickPay if you’re not a QuickPay carrier are unlikely. However, due to human error we cannot guarantee it will not happen. A few certain situations could lead to you being charged for QuickPay:
• If your paperwork for the load in question was received on a QuickPay fax line.
• Your paperwork was dropped off at an office, and the office faxed it to the incorrect number.

In the event of human error, we will refund the fee. If you are not a QuickPay carrier, submit your paperwork via regular U.S. mail, upload through the load board, or use one of the TRANSFLO® scanning services.
C.H. Robinson will release load payment 20 days after the receipt of the original load documents.

Q: Why are you changing the rates?

A: Periodically, C.H. Robinson reviews and adjusts fees based on current industry standards. Rate changes may occur, but they should remain competitive. Our Carrier Advantage Program gives you the opportunity to adjust your current fee. Please contact your C.H. Robinson office representative for additional information.

Q: You already increased the fee on cash advances on 7/1/14. Why again?

A: Until now, a flat fee was charged on all advances, regardless of the issue amount. The new fee structure will more closely align the amount of the advance with the fee incurred at the time of issue.

Q: Why are you tying the rate to the Carrier Advantage Program?

A: One of the goals of the Carrier Advantage Program is to enhance your relationship with your assigned office and your overall experience with C.H. Robinson. As an incentive to build a positive relationship with your office, you could also experience a lower fee. Please contact your C.H. Robinson office representative for eligibility information.

Q: How can I receive a lower QuickPay rate?

A: Talk with your carrier representative or your assigned office to gain a clearer understanding of the Carrier Advantage Program. Or, you can find helpful information online.

Q: When do these changes take effect?

A: August 1, 2016.

Q: What if my carrier status changes?

A: A grading period occurs each quarter that could potentially change your current rating. If your grade drops you to a new tier, you will have one more probationary quarter to return your rating back up to your previously categorized level. If your rating changes, your QuickPay discount rate will change the month following each quarter-end grading period.

Q: I wasn’t aware of the change. When did the notice go out?

A: Notification emails and faxes were sent out the week of July 11, 2016—we apologize if you did not receive one. For your reference the letter is located here.

Q: Why do I need the load number to check on a payment status?

A: We move thousands of loads every day. Providing a load number makes it quick and easy to find the status of your payment.

It is possible to search for loads using your carrier ID number, however this is more time consuming and not always as up to date based on the current status of the load.

Q: Why is there a discrepancy between a load payment and the amount on the invoice?

A: If there is a discrepancy in your load payment and amount invoice, please contact the office that booked the load in question. Our carrier services team can review a load and what was paid on a load (e.g., line haul, unloading, detention), but only the originating office can approve any discretionary amount for payment.

Q: Why are the miles listed on your website different than my miles?

A: There are many different mileage programs available today. Navisphere Carrier only displays mileage from PC* Miler® to give you a general idea of the miles involved. There is a disclaimer below the mileage display stating, “The mileage represented here may differ from other, similar mileage programs” for this very reason.

Q: Why haven’t I received my payment for a load?

A: There are several reasons why a load payment has not been released. The most common reasons include:

  • Missing or illegible paperwork
  • Load number is not written on each document received
  • An incorrect load number is written on each document received
  • Bill of lading (BOL) is not signed
  • Damage/shortage is noted on the BOL. In this case, your load representative will have to approve payment after reviewing the situation.
  • The originals were mailed in for QuickPay release, but not addressed to the attention of QuickPay.
  • Missing carrier invoice. A load confirmation is not an acceptable invoice. The invoice should contain the load number, balance due, and your carrier ID number.

You can always check the status on Navisphere&rg; Carrier or call our carrier services department at 800-326-9977 to find the status of a load payment.

Q: How do I upload my documents through Navisphere Carrier?

A: To upload your documents using Navisphere Carrier, follow these step by step instructions:

  1. Scan each document. Documents should include:
    • Invoice with C.H. Robinson load number
    • Original signed bill of lading (BOL)
    • Lumper receipts
    • Copy of the C.H. Robinson confirmation
    • Any other accompanying paperwork
  2. Log in to Navisphere Carrier
  3. Go to “Load Board” or “Account Receivable”
  4. Click on the load number for the shipment you just delivered
  5. From the Load Board: Click on the “Documents” tab. OR From the Account Receivable: Scroll to the bottom of the load details.
  6. Click on the “Add” button for each piece of documentation for the shipment.
  7. Once you click “Add”, browse your folders and find the correct documents to attach. Documents can be accepted in the following formats:
    • JPG
    • PDF
    • TIF
  8. Once you find your file, click “Next”
  9. Choose the correct document type.
  10. Click “Finish”
  11. Repeat steps 8-10 to upload each of the required documents and then click “Save” in the incoming documents section. Note: Your documents will not be uploaded until you click the Save button.
  12. Once you save the documents, they will no longer be available for update.

If you have questions about this process, please call us at 1-800-326-9977 for assistance.

Q: What TRANSFLO® technology options can I use when hauling for C.H. Robinson?

A: We offer several TRANSFLO® options for our carrier and drivers to use when working with C.H. Robinson. They include TRANSFLO Express®, TRANSFLO $Velocity®, and TRANSFLO® Mobile.

TRANSFLO $Velocity®
If you choose to scan your paperwork with another technology, TRANSFLO $Velocity® can still help you submit everything to C.H. Robinson. Note: Drivers should use fleet ID: RBTWV.

TRANSFLO® Mobile
Drivers with smartphones can use the free TRANSFLO® mobile app on their iPhone® or Android® devices to scan paperwork straight on their phone. Note: Drivers should register the app using C.H. Robinson’s fleet ID: RBTWV. Get the TRANSFLO® mobile app from the App Store or Google Play

Apple App Store
Google Play

Q: How do I upload my documents using TRANSFLO $Velocity®?

A: Using the TRANSFLO $Velocity® client is a fast and easy way to upload your documents. Follow these instructions:

  1. Launch the TRANSFLO $Velocity® Client.
    • If you have not already installed TRANSFLO $Velocity®, please click here to get the software.
  2. Scan or attach your documents. When done scanning or adding, click "Finished Adding Documents"
  3. Select C.H. Robinson as the Broker from the drop down list.
  4. Enter your T-Code, the C.H. Robinson load number, your invoice number and the invoice amount. If you have a lumper, enter the lumper amount too.
  5. Click “Next”
  6. Select the document type for each image
  7. Submit your documents

Please note that the fleet ID to use for C.H. Robinson is RBTWV. And that $1.00 is deducted from the final settlement when C.H. Robinson processes your payment.

For help downloading the client or using TRANSFLO $Velocity®, please call 1-866-503-5707.

Q: Can I submit my load documents via email?

A: We will accept load document submissions via email at the following email address:
LoadDocs@chrobinson.com. To help us pay you faster, please consider the following guidelines:

  • Please put the C.H. Robinson load number in the subject line of your email.
  • Please include the C.H. Robinson rate sheet to assist in document processing.
  • Each email should contain documents for one load only.
  • Total attachment size must be less than 5MB. Anything larger is blocked and will not be processed.
  • For best results use grayscale TIF, JPG or PDF files. Other file types will not be processed.
  • Please remember to check images for legibility prior to emailing.

Loads and Tenders

Q: Can I get my load tenders from the website?

A: Load tenders can be received via our website. Talk to your C.H. Robinson representative to start receiving load tenders through Navisphere Carrier. Our offices can tender a load to you and you can accept or reject the load online.

Q: How can I search for less than truckload (LTL) freight?

A: You can find partial loads by clicking on desirable loads and check the equipment requirements on the bottom of the load detail page. It will show equipment type and length of trailer space needed, in feet.

Q: How can I search for loads in Mexico?

A: Choose Mexico as the country in the origin country drop down list and then fill in your desired city. All matching loads will appear.

Q: How can I find dray loads?

A: Intermodal loads are not currently displayed on the “Find Loads” tab. But you can post your intermodal equipment on the “Post Trucks” section for our network to see. Or you can call for dray freight opportunities that originate in these regions of North America:
East: 630-577-1730
Midwest: 630-577-1710
West: 630-577-1760

Q: Can I get a load from the Internet when C.H. Robinson offices are closed?

A: If our offices are closed, you cannot get a load. However, you can email the representative who posted the load you’re interested in. When the office opens up, they can contact you directly in response to your email.

Q: What do I do if I get an error message when I’m trying to mark my load picked up/delivered?

A: Call our support department at 800-326-9977 for help.

Q: If I’m unable to accept my load tenders on the website or through the email tender, what should I do?

A: Call our support department at 800-326-9977 for help.