ONE North America Demurrage and Detention Invoice Disputes
Disputes must be submitted to ONE within 30 calendar days of the invoice issue date. Any dispute submitted after 30 calendar days of the invoice issuance date is invalid. ONE will attempt to resolve disputes within 30 days of submission.
You must provide all of the following information when submitting an invoice dispute:
- Bill of Lading number or Booking number
- Invoice number(s)
- Service Contract number (if applicable)
- Disputing party’s relationship to the Bill of Lading or Booking (e.g., Consignee)
- A detailed description of the basis for the dispute
- Specific charges being disputed
- Credible evidence supporting the basis for the dispute
- A detailed description of your requested outcome
A dispute will not be deemed submitted until the required credible evidence (including all relevant supporting documentation) has been provided to ONE NA.
For example, if a ‘No Empty Return Location’ submission does not include a valid screenshot of appointment unavailability taken the working day prior to the waiver date, no dispute has been submitted, and the dispute will be rejected as incomplete.
DEMURRAGE disputes: Credible evidence must be provided showing that container pickup was not possible before free time expiration due to factors outside of your control for each instance where demurrage charges are being disputed. The dispute will be deemed submitted once credible evidence is provided for any day within the dispute's scope.
- Credible evidence is written or digital documentation permitting an unbiased reviewer to determine that factors outside your control caused the demurrage charges.
- If the basis for your dispute is that no appointments were available for pickup due to factors outside of your control, the credible evidence must include all of the following:
- Screenshot(s) regarding appointment availability (including relevant dates and times) from a reliable third-party vendor website and/or applicable terminal operating system verifying appointments were not available at the pickup terminal
- Screenshot(s) with the date and time these attempts were made to secure appointments (e.g., screenshot captures entire screen). Screenshot(s) of appointment unavailability must include (1) a screenshot taken between 6:00 a.m. and 12:00 p.m. (noon) the day prior to the Waiver date and (2) a screenshot taken between 6:00 a.m. and 9:00 a.m. on the Waiver date.
- For terminals operating on a two-shift basis (day and night), screenshots must capture appointment unavailability for both shifts.
DETENTION disputes: Credible evidence must be provided showing that container return was not possible before free time expiration due to factors outside your control for each instance where detention charges are being disputed. The dispute will be deemed submitted once credible evidence is provided.
- Credible evidence is written or digital documentation permitting an unbiased reviewer to determine that factors outside your control caused the detention charges.
- If the basis for your dispute is that (a) no appointments were available for empty return due to factors outside of your control, and/or (b) you were prevented from making a single-transaction empty container return due to factors outside of your control, the credible evidence must include all of the following:
- Screenshot(s) regarding appointment availability (including relevant dates and times) from a reliable third-party vendor website and/or applicable terminal operating system verifying appointments were not available at the pickup terminal
- Screenshot(s) with the date and time these attempts were made to secure appointments (e.g., screenshot captures entire screen). Screenshot(s) of appointment unavailability must include (1) a screenshot taken between 6:00 a.m. and 12:00 p.m. (noon) the day prior to the Waiver date and (2) a screenshot taken between 6:00 a.m. and 9:00 a.m. on the Waiver date.
- For terminals operating on a two-shift basis (day and night), screenshots must capture appointment unavailability for both shifts.
Once fully submitted, the dispute will be reviewed by ONE based on its merits. Additional supporting documentation that you may submit, if relevant to the circumstances of your dispute, include the following:
For Export Disputes:
- Vessel delay announcement (timestamped) + booking confirmation with a new cut-off date.
- Documentation showing that a port cutoff change impacted the ability to return the equipment within free time.
For Incorrect Movement Dates:
- Copy of EIR (Equipment Interchange Receipt)
For Incorrect Free Time or Rate Disputes:
- Documentation that shows the applicable contractual terms
For detention disputes based on “No Appointment Available”:
- A reliable third-party vendor’s website may be used to capture relevant appointment availability.
- Screenshot(s) verifying appointments were unavailable at each terminal utilized by ONE, including relevant dates and times.
- Screenshot(s) include the date and time attempts were made to secure appointments (e.g., screenshot captures entire screen). Screenshot(s) of appointment unavailability must consist of both: (1) screenshot taken between 6:00 a.m. - 12:00 p.m. (noon) the day prior to the waiver date and (2) screenshot taken on the waiver date between 6:00 a.m. and 9:00 a.m.
- For terminals operating on a two-shift basis (day and night), screenshots must capture appointment unavailability for both shifts.
- The dispute will not be considered ‘submitted’ until required evidence for each invoiced day within the scope of the dispute is provided.