A changed pickup instruction, an unfamiliar contact or a mismatch in carrier details deserves a clear review process. The useful question is who checks the discrepancy, what evidence is needed and who can approve the next action.
Start with an independent contact.
Confirm changed instructions through the customer’s established contact method. Avoid relying only on a phone number or link in the message being questioned. Check that the carrier identity, equipment and assignment match the approved records for the movement.
Record the exception.
An exception log can capture the date, shipment reference, discrepancy, verifying person, trusted contact method, decision and retained evidence. Record facts separately from assumptions. If the discrepancy remains unresolved, use the responsible carrier’s and customer’s escalation procedures.
Make ownership explicit.
- Name the person responsible for the initial check.
- Specify who can approve a changed instruction.
- Define when the issue moves to a supervisor or customer contact.
- Close the record only when the decision and supporting evidence are documented.
Illustrative record.
“Delivery contact changed. Operations verified the request through the customer’s existing directory contact. Approval and time recorded; revised instruction retained.” This is an example of documentation structure, not a client incident or proof that a shipment is safe.
THS can discuss administrative responsibilities and recordkeeping. These controls do not guarantee prevention of theft or replace the responsible carrier’s security procedures.
Source: FMCSA broker and carrier fraud guidance, updated April 7, 2025; reviewed September 14, 2026. The example above is illustrative.