How to Resolve a Rejected Shipment

If your shipment was rejected, it means we were unable to verify delivery based on the information provided.

Most rejections can be resolved quickly by updating your shipment details.

Step 1: Review the Rejection Reason

When a shipment is rejected, you will receive an email including:

• The invoice number

• The shipment details

• Why it was rejected

• What needs to be corrected

You can also view the rejection reason directly in your dashboard.

Step 2: Update Your Shipment Details

To resubmit shipment information:

1. Go to the invoice in your dashboard

2. Click Update shipment details
   or on the Invoice page
   Go to the Shipping tab, click the three dots next to the shipment → Edit details

3. Upload corrected or additional documentation

   

Once submitted, your shipment will re-enter the verification process.

Reasons for Rejection

Below are the most common reasons a shipment may be rejected and what you need to provide to resolve it.

Tracking Number Not Found by Courier

This means the tracking number is invalid, incomplete, or not recognized by the selected courier.

To resolve this, provide one of the following:

• A valid tracking number that is active in the courier’s system

• The correct courier selection

Tracking Destination Does Not Match Invoice Address

The delivery destination shown in tracking does not match either:

• The Resolve customer address, or

• The shipping address listed on the invoice

To resolve this, provide one of the following:

• Corrected tracking information

• Updated invoice or shipping address (if an error exists)

• A signed Bill of Lading (BOL)

• Documentation explaining the alternate delivery location (e.g., third-party warehouse or drop shipment)

• Written confirmation from the customer confirming the product has been received

Bill of Lading (BOL) Missing Signature

The uploaded Bill of Lading does not contain a visible signature from the courier or recipient confirming delivery.

To resolve this, provide one of the following:

• A BOL signed by the courier or recipient

• Written confirmation from the customer confirming delivery

Unsigned BOLs cannot be verified.

Address on Bill of Lading (BOL) Does Not Match Invoice Address

The delivery destination shown on the BOL does match either:

• The Resolve customer address, or

• The shipping address listed on the invoice

To resolve this, provide one of the following:

• A signed BOL showing the correct delivery address

• Updated invoice or shipping address (if an error exists)

• Documentation explaining the alternate delivery location

• Written confirmation from the customer confirming delivery

Shipment Cannot Be Verified with Provided Details

The documentation submitted is incomplete, unclear, or missing required information.

This may include:

• Missing delivery date

• Missing delivery address

• Missing shipment date

• Unsupported courier details

• Unclear or partial documentation

To resolve this, provide clear and complete documentation, such as:

• Courier name and tracking number (for supported couriers)

• A BOL showing matching delivery address, delivery date, and signature

• Written customer confirmation that the product or service has been delivered

What Happens After Resubmission?

After you resubmit your shipment:

• It will be reviewed again

• If verification is successful, your payout will proceed

• If additional information is needed, you will be notified

Still Need Help?

If you believe your shipment was rejected in error, please contact accounts@resolvepay.com and include:

• Invoice number

• Shipment details

• Any additional documentation

Quick Links

Shipment Verification Requirements for Advance Pay Invoices