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Disputing Your On-Time Performance Rating
Disputing Your On-Time Performance Rating

You can submit a dispute for any loads where the shipper was at fault for a late pickup or delivery

V
Written by Vineeta Singh
Updated this week

If a shipper was at fault for a late pickup or delivery, you can submit a dispute through the mobile app or web portal.
Submit disputes immediately after completing the load for faster resolution.


⚖ How to Dispute a Late Load

1️⃣ If you believe a load was wrongfully marked late, submit a dispute.
2️⃣ 5F will review the dispute.
3️⃣ If approved, the load will not count against your On-Time Performance.
4️⃣ ❌ You cannot dispute loads that have already been denied.


📲 Submitting a Dispute

In the Mobile App:

🔹 Go to: Menu > Rewards
🔹 Tap: The point deduction you want to dispute
🔹 Select: “Dispute” and provide a reason

In the Web Portal:

🔹 Visit: Your driver profile
🔹 Find the load and click "Total Points Earned."
🔹 Select: “Create Dispute,” provide a reason, and upload any supporting documentation


✅ How 5F Reviews Disputes

🟢 Approved Disputes (Shipper-Related Issues):

✔ Delays due to loading/unloading issues
Trailer requires maintenance
Incorrect appointment time

🔴 Rejected Disputes (Driver-Related Issues):

Extra stops not approved by 5F or the shipper
Failure to use the 5F OTR app

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