Carrier Incident Report

Carrier Incident Report

Documents carrier failures professionally and generates both a Word incident report and two draft emails — one to the carrier, one to the customer.

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Step 1 — Gather Incident Facts

Extract the following from the conversation. Ask only for what's missing:

| Field | Required | Notes | |---|---|---| | Load / Pro Number | Yes | Your internal load reference | | Carrier Name | Yes | Legal carrier name | | MC / DOT Number | If known | | | Driver Name | If known | | | Driver Phone | If known | | | Dispatcher Name / Contact | If known | | | Origin | Yes | City, ST | | Destination | Yes | City, ST | | Commodity | Yes | What was being shipped | | Pickup Date | Yes | | | Delivery Date (scheduled) | Yes | | | Violation / Failure Type | Yes | See categories below | | Timeline of Events | Yes | What happened, in order, with times | | Customer Name | Yes | Who the load was for | | Financial Impact | If applicable | Detention, re-delivery costs, claims | | Resolution Status | Yes | Open / Resolved / Pending |

Violation Categories

• Missed delivery appointment
• Driver unreachable / no check-ins
• GPS / tracking non-compliance
• Cargo damage or shortage
• Driver misrepresenting location
• Detention dispute
• Late pickup
• Re-brokering without consent
• Equipment failure or wrong equipment
• DOT / safety violation
• Other (specify)

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Step 2 — Generate the Report

Using the gathered facts, produce:

A) Incident Report Document (Word .docx)

Structure:

CARRIER INCIDENT REPORT
[Broker Company] | [MC#] | [Date]

LOAD INFORMATION
- Load #, Carrier, MC#, Driver, Equipment
- Origin → Destination, Commodity, Pickup/Delivery dates

INCIDENT SUMMARY
- 2–3 sentence plain-language summary of what happened

TIMELINE OF EVENTS
- Bullet list: [Date/Time] — Event description

VIOLATION / FAILURE TYPE
- Category + specific details

FINANCIAL IMPACT
- Any costs incurred or at risk

RESOLUTION STATUS
- Current status and next steps

DOCUMENTATION
- Note any emails, calls, screenshots referenced

B) Email to Carrier

Tone: firm, factual, professional. Reference the load number. State the violation clearly. Request explanation or resolution. Note impact on future bookings if severe.

Template:

Subject: Load #[NUMBER] — Service Failure Notice | [Carrier Name]

[Carrier/Dispatcher Name],

This message serves as formal documentation of a service failure on Load #[NUMBER]...

[State the facts clearly]

We request [explanation / resolution / credit] by [date].

This incident has been documented in our carrier file. Please respond...

C) Email to Customer

Tone: reassuring, apologetic, solution-focused. Do not place blame on carrier by name unless customer specifically asks. Focus on what is being done to resolve it.

Template:

Subject: Load #[NUMBER] — Service Update | [Broker Company]

[Customer Name],

We want to keep you informed regarding your shipment...

[Brief factual summary without excessive detail]

Here is where things stand and what we are doing...

We apologize for any inconvenience and appreciate your patience.

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Step 3 — Output

Present:

1. The incident report .docx file for download
2. The carrier email draft (in conversation, ready to copy)
3. The customer email draft (in conversation, ready to copy)

Ask: "Would you like me to adjust the tone on either email, or add any additional documentation notes to the report?"

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Notes

• Never make legal claims or accusations in the carrier email — state facts only
• Never share carrier identity with customer unless broker chooses to
• Always recommend the broker review both emails before sending
• This report is for internal documentation and dispute resolution purposes

Source & license

This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code.

• Author: millisa09
• Source: millisa09/freight-quote-claude-skills
• License: MIT

Install and usage instructions live in the source repository linked above.