How to respond when a company says you failed their process
This playbook helps contractors fight back when a logistics company uses missing photos, incomplete POD records, or alleged SOP violations as the basis for a deduction or disciplinary action.
How companies use documentation gaps against contractors
Missing photo claims
Companies charge back contractors for alleged missing delivery photos — even when photos were taken but not uploaded, or when the requirement was never clearly communicated.
POD and signature gaps
Proof of delivery requirements often shift over time. Companies may hold contractors to a standard that was introduced after their initial onboarding or never formally documented.
Retroactive SOP enforcement
Policies change without notice. Contractors are sometimes penalized for not following updated procedures they were never trained on or formally notified about.
Step-by-step response plan
1. Get the specific accusation in writing
Ask the company to state exactly which procedure you allegedly violated, which delivery it applies to, and what documentation they claim is missing. Vague accusations are not a basis for a deduction.
2. Pull your own delivery records
Gather your photos, POD records, timestamps, app confirmations, and anything else that shows you completed the delivery according to your understanding of the process.
3. Review the SOP you were given
Locate the actual SOP, training materials, or instructions you were provided. If those requirements were unclear, changed without notice, or never formally communicated, document that gap.
4. Challenge the gap in their evidence
If the company is claiming you missed a photo or failed a procedure, ask them to provide their own records showing what was required, when you were trained, and what the penalty provision says.
5. Respond formally in writing
Send a written dispute citing your delivery records, referencing the SOP or instructions you received, and challenging the factual basis for the deduction or disciplinary action.
6. Escalate if they refuse to engage
If the company ignores your dispute or repeats the same unsupported claim, prepare an escalation letter and consider formal complaint or arbitration options.
Evidence checklist
- The SOP, training materials, or procedural requirements you received
- Your delivery photos, especially proof-of-placement shots
- POD confirmation or customer signature
- Timestamps and app delivery logs
- Any communication from the company about the specific violation
- Prior SOPs or instructions that may conflict with their current claim
- Your contractor agreement (look for SOP and documentation provisions)
- Any performance records showing past compliance
Recommended next tools
Documentation request letter
Dispute KitFormally request the SOP records, training materials, and specific delivery data they are relying on.
Use This to Respond →Initial dispute email
Dispute KitChallenge the SOP accusation in writing before they finalize any deduction or disciplinary action.
Use This to Respond →Arbitration prep
Case BuilderSOP disputes can escalate quickly. Get your documentation organized and your case ready if formal action is needed.
Prepare for ArbitrationClaimGuard Pro
Unlock the full dispute system
Templates, evidence tools, and arbitration prep — built for independent contractors. Dispute Kit starts at $39/month.