How to provide payment details and verify an unlocated check

Applies to: Payment-status questions, unapplied payments, and payments that cannot be located.

Contact support@denim.com for payment assistance. The billing@denim.com inbox is not monitored for replies.

Information to provide

Include the debtor or broker name, invoice or load number, payment reference, check number or ACH trace ID, payment amount and date, and any available remittance documents. A trace ID or remittance helps Finance identify and investigate a transaction, but does not establish refund eligibility or a refund timeline.

If a check cannot be located

1. Ask the payer to confirm whether the check was cashed by the intended recipient.

2. If available, send support a check image or cashed-check confirmation.

3. If the payer confirms the check was not cashed, share that status with support and confirm next steps with the payer. Do not describe the payment as received or promise when it will be located or applied.

A payer’s report that a check was issued does not establish that the payment was received or processed. If a payment was sent to the wrong party, request the refund from the party that received the funds and copy Denim support.

For loads missing from the dashboard, follow the existing Jobs Not Factored workflow and contact support with the available load and payment details; a load number alone may be insufficient.