When a load cancels or a truck breaks down, a dispatcher’s first job is to make sure the driver is safe, then tell the broker right away and put everything in writing. After that, you work the problem: claim any payment the rate con allows, find the truck its next load, and keep everyone updated until it is solved.
Canceled loads and breakdowns happen to every carrier sooner or later. The dispatchers who handle them well are not luckier. They follow the same calm steps every time.
Key takeaways
- Safety comes first in a breakdown. Freight and appointments come second.
- Call the broker as soon as you know about a problem. Bad news gets worse with every hour you wait.
- Check the rate confirmation for TONU, layover or cancellation terms before you ask for payment.
- Write everything down: times, names, photos and what was agreed.
- Have a plan before trouble starts: roadside contacts, a repair list and a backup load search.
What should a dispatcher do first when a load cancels?
First, find out exactly when and why the load canceled, then get the cancellation in writing from the broker. The right next step depends on timing.
- Before the truck leaves: the driver has lost nothing but time. Start looking for a replacement load right away.
- While the truck is on the way to the shipper: the carrier has burned fuel and hours. Ask the broker whether a truck ordered not used (TONU) payment applies.
- At the shipper, before loading: note the arrival time, get the name of the person who canceled it, and ask the driver for a photo of the dock or check-in sheet if possible.
- After the freight is loaded: this is rare and messy. Do not let the driver unload or leave until the broker confirms in writing what happens to the freight.
Read the rate con before you ask for anything. A TONU or layover payment only applies if it is written there or the broker agrees to it in writing. Our guide on how to read a rate confirmation shows where those terms usually sit.
What should a dispatcher do when a truck breaks down?
Make sure the driver is safe and off the road if possible, then get the facts, then call the broker. Here is the order that works.
- Driver safety. Ask if the driver is safe, whether anyone is hurt, and whether the truck is in a dangerous spot. If there is any danger, the driver should call 911 first. The driver should also set out warning devices as FMCSA rules require.
- Get the facts. Exact location, what failed, warning lights, and whether the truck can limp to a safer place. Ask for photos.
- Call the broker. Give the location, the problem and your best honest estimate. Do not guess an optimistic repair time to keep the load.
- Arrange the repair. Follow the carrier’s process. Some carriers have a roadside service plan or a preferred shop. Others want you to find the nearest repair option and get a quote first.
- Protect the freight. For reefer loads, check the unit is still running and holding temperature. Report any change to the broker at once.
- Agree the plan for the load. The broker may wait for the repair, or send another truck to take over the load (often called a repower or recovery). Get that decision in writing.
- Update on a schedule. Tell the broker when you will call next, then call at that time even if there is no news.
This is general information, not legal or insurance advice. Who pays for what after a breakdown depends on the carrier’s agreements and policies.
Who should you call, and what should you write down?
Keep a record of every call and every agreement, because it decides who gets paid and who is blamed later.
| Situation | Who to contact | What to record |
|---|---|---|
| Load canceled before dispatch | Broker, then the driver | Time of cancellation, the broker agent’s name, the reason given |
| Load canceled after dispatch | Broker, then the carrier owner | Miles driven, arrival time, TONU terms on the rate con, written confirmation |
| Breakdown, driver safe | Broker, carrier owner, roadside help or a shop | Location, problem, photos, repair estimate, every promised update time |
| Breakdown, safety risk | Driver calls 911 first, then you call the broker | What happened, when, and any report or case number |
| Load moved to another truck | Broker and both drivers | Who signed what, seal numbers, the time of the transfer, any change to pay |
A short note in your load file after each call is enough. Time, who you spoke to and what was agreed.
A worked example
The numbers below are an example only, not a typical rate or fee.
Your driver is 40 miles from the shipper when the broker calls to say the shipper has canceled. The rate con says TONU is $150 if the load cancels after dispatch.
- You ask the broker to confirm the cancellation by email, and you reply asking for the $150 TONU as written on the rate con.
- You note the time, the miles driven and the agent’s name in your load file.
- You tell the driver to stop at a safe place while you search for another load near the shipper’s area.
- Within the hour you book a new load nearby, send the carrier the new rate con to review, and update the driver.
The day is not lost, the carrier has a paper trail for the TONU, and the broker sees a dispatcher who handled it calmly. That last part matters for the next load.
How can you prepare before anything goes wrong?
Set up a simple emergency plan with each carrier on day one, so nobody has to invent it at midnight.
- Know the carrier’s roadside or repair process and who approves repair costs.
- Keep the driver’s and owner’s phone numbers, plus a backup contact.
- Know which insurance company to call and where the policy details are kept.
- Agree how you will be paid on a load that cancels or is moved to another truck, in your dispatch agreement.
- Ask the driver to report warning lights or odd noises early, before they become a breakdown.
- Plan routes and appointments with some slack, so one delay does not wreck the whole week.
Our guide to what a truck dispatcher does each day shows where this planning fits in a normal workday. If you want to practice booking a load from start to finish, try the free Dispatch Your First Load walkthrough.
Frequently Asked Questions
Does a carrier always get paid when a broker cancels a load?
No. Payment usually depends on what the rate confirmation says about TONU or cancellation, and on when the load canceled. If nothing is written, you can ask, but the broker does not have to pay.
What is a repower in trucking?
A repower is when another truck takes over a load because the first truck cannot finish it, often after a breakdown. The broker usually arranges it and confirms the details in writing.
Should the dispatcher or the driver call the broker after a breakdown?
Usually the dispatcher, once the driver is safe, so the driver can deal with the truck. Agree with each carrier who calls whom so the broker hears one clear message.
Can a broker fine a carrier for a late delivery after a breakdown?
Some rate cons list fines or deductions for late delivery. Read them before signing, report a breakdown at once, and keep records, which gives the carrier the best footing in any discussion.
Get help with the hard days
The Dispatcher 101 course walks you through booking and managing loads step by step, including how to work with brokers when plans change. Students on both plans get 1-on-1 mentorship with Joe Piazza, so you can ask about a real cancellation or breakdown and get a second opinion. The Gold plan adds the agreements and templates, 12 months of load board access, the Certificate of Completion and a 14-day money-back guarantee.
