Misdirected payments: prevention, correction, refunds, and recovery

Denim does its best to ensure payments are set up correctly before disbursement. Set up each contractor with the correct ACH details or factoring company before submitting a job. If a submitted job is about to pay the wrong contractor and payment has not been sent, contact support@denim.com urgently with the job or load reference and the correct contractor or payee information. Support can review whether the payee can be corrected before disbursement; this is case-specific, and customers cannot edit every submitted or approved job.

For setup instructions, see Contractors: Setup payment methods.

To prevent misdirected payments, make sure your contractors are set up with the correct ACH details or factoring company before submitting jobs. (Please see Contractors: Setup payment methods for detailed instructions.) A later change to bank details or payment direction does not change the destination of a payment that has already been sent.

If payment has not been sent

If a submitted job is about to pay the wrong contractor, contact support@denim.com urgently. Include the job or load reference and the correct contractor or payee information. Support can review whether the payee can be corrected before disbursement, but the outcome depends on the job's state and is not guaranteed.

If payment has already been sent

Choose the guidance that matches the payment error. A payment sent to the wrong destination is not handled the same way as a payment sent to a prior factoring payee or a payment received by Denim for someone who does not factor with Denim.

Completed ACH sent to the wrong bank account

• Ask the account holder or receiving bank to return the funds, and keep support@denim.com copied.
• Denim cannot directly recall or reverse a completed ACH transfer. Once funds are returned, support can help redirect payment to the verified intended recipient.
• A separate payment to the verified intended recipient may be considered while recovery continues. It does not recover the original transfer, and recovery is not guaranteed.

Payment sent to Denim for a carrier or load that should not have been paid

If a payer sent a payment through a payment platform to Truckstop Factoring for a carrier or load that should not have been paid, contact support@denim.com with the payment transaction or reference, load or invoice, carrier, amount, date, and available payment or remittance proof. Support must verify the payment and determine the appropriate payer/refund path. Keep this route separate from asking an incorrectly paid carrier to return funds directly.

Support may locate the payment and submit a refund request for Finance review. In one verified case, support provided a 5–7-business-day estimate for that submitted refund request and later confirmed that the refund was entered and completed. That estimate and outcome were case-specific; they do not establish refund eligibility, method, processing time, or result for other payments. Only state that a payment was located or refunded after support confirms it.

Do not promise a refund or timeline when support has not verified one.

If an initial lookup cannot locate the payment, support may also request remittance or other proof that the payment reached Denim. Provide it in the readable format support requests; a PDF may be requested when a submitted file cannot be opened, but it is not a universal format requirement. Support will confirm the case-specific process and status. Do not assume a refund, forwarding, eligibility, or processing time.

Payment received for another carrier or invoice

Contact support with the payment and remittance details. Depending on the case, support may offer either applying the funds to another confirmed open invoice or requesting a refund. Applying the funds elsewhere requires an applicable invoice to be confirmed.

For a payment intended to cover multiple invoices, support must reconcile each portion against the payment-application record. Ask support to distinguish the amount confirmed as applied from any amount confirmed as unapplied and to explain the remainder separately. In one verified case, one portion was applied to an invoice and the remaining portions were confirmed as unapplied; support confirmed that the total unapplied remainder would be refunded to the payer. This does not mean every unapplied balance is automatically refundable or that a planned refund is complete. Ask support to confirm the disposition for the specific payment before promising an outcome.

Payment sent directly to a carrier or customer after factoring began

If a debtor sends payment directly to a carrier or customer instead of to Truckstop Factoring, provide the payment and remittance details to support. Depending on the case, support may confirm that the recipient can keep the funds and that the job may be charged back to Denim Cash, or that the recipient should send the funds to Truckstop by ACH so support can apply them to the job. These options are not automatic or universally available. Ask support to confirm which option applies and the verified invoice and amount before acting. Do not mark an invoice fully paid or assume a chargeback or credit is complete until support confirms it. Do not infer the reason for any difference between a payment amount and an invoice amount.

Refunds in confirmed workflows are processed by ACH rather than check. Support may request bank verification, such as a bank letter with ACH details. In some cases, support has requested ACH instructions in company-letterhead format or a voided check as alternatives. These are case-specific document requests, not universal requirements. Ask support to confirm acceptable documents, eligibility, handling, and status. Do not include bank details in public messages or assume a refund will be approved or completed by a particular date.

In a support-verified case, records showed no Notice of Assignment (NOA) on file for the carrier and that Truckstop had not issued a Letter of Release (LOR) to that carrier. Support therefore identified the original payer as the refund recipient and requested a bank letter or voided check; screenshots in an email were not accepted for that request. This is a case-specific path only. Support must check the NOA/LOR status and confirm the refund recipient and acceptable verification documents for the particular payment.

A support note that a refund was entered or included in an aggregate refund action confirms only that a refund entry was recorded. It does not confirm completion, receipt, payment on a particular date, eligibility for similar payments, or that unrelated tickets should be grouped. Provide the transaction and remittance details so support can verify the applicable correction or refund path.

Payment sent through a third-party payment platform

If a broker uses a third-party payment platform and asks to stop or reissue a payment after an NOA, follow that provider's instructions and contact the provider for platform-specific status and timing. For Triumph Payments, the provider's guidance states that the carrier must have correct payment details in its Triumph Payments wallet and must have claimed the broker relationship; otherwise, the payment cannot be reissued. This condition applies to that platform's guidance only and does not guarantee a reissue.

Denim sent payment to the wrong carrier

After payment has been sent, the job cannot be updated or deleted. Contact the carrier that received the payment incorrectly to request a refund. If the correct carrier needs to be paid, submit a new job with the correct carrier. Denim cannot guarantee that the mistaken recipient will refund the payment or that the new job will be paid immediately.

Truckstop sent payment to the carrier's wrong factoring company

Correct the factor information in the customer-facing dashboard, then notify support so it can review the payment already sent and determine whether a recovery request can be started. A dashboard change alone does not recover or redirect an existing payment. In one verified case, support contacted the incorrect factor, later confirmed that the funds had been returned, and said they would be resent to the intended factor that day. This sequence was case-specific; recovery, resend, availability, and timing are not guaranteed. Rely on support to confirm receipt and next steps.

Payment destination does not match Truckstop's remittance account

If payer-side proof appears to show payment to an account other than Truckstop's stated remittance destination, do not treat a payer assertion or screenshot alone as proof that Truckstop received or applied the funds. Support must compare the readable payer record with the correct remittance destination for the particular invoice and verify the payment status. If the reviewed documents indicate that payment went to the carrier or another recipient instead, contact the payer or broker for further payment information and correction. Do not promise that the funds can be redirected, credited, or recovered. A pending-approval status in a transaction view alone does not prove that payment completed.

Payment went to a prior factoring payee

If payment went to a prior factoring payee after payment directions were intended to change, contact support with the payment and remittance details. Depending on the parties and payment, support may advise you to:

• Ask the broker to coordinate with the prior payee about a refund.
• Have the carrier collect the funds directly from the prior payee, if available.
• Ask support to contact the prior payee to request a refund.

These options depend on the specific payment. Do not assume the prior payee still holds the funds, owes a refund, or that recovery is guaranteed. If support confirms that the prior payee already forwarded the funds to the carrier, ask support to confirm the specific invoice, chargeback disposition, and next step. A case-specific chargeback or closed invoice is not a general rule.

If support verifies that a duplicate or erroneous payment was already disbursed to a carrier who is no longer active with Truckstop, any refund must come directly from that carrier. Contact the carrier in that verified inactive-client situation. This does not establish the same result for active clients or all payment disputes; support must confirm both the carrier's status and the payment disposition.

When support confirms that the carrier payable has already been made, returned wrong-factor funds may instead be applied as a Denim Cash balance credit rather than treated as a new carrier payout. Support must confirm the actual disposition for the specific payment. This does not mean every returned payment receives the same credit, that an additional payout will be issued, or that a recovery or posting timeline applies.

Payment reached a former factoring provider after a buyout

Contact support to confirm the funds' current disposition and case-specific next steps. If the funds are already credited to the carrier's Denim Cash and the request is to transfer them to a new factoring provider, Truckstop Factoring forwards funds to new factors on Fridays. The Friday schedule does not confirm that an individual transfer has completed or guarantee when it will reach the recipient. Contact support for the specific payment and transfer status.

Support may identify a case-specific fee or forward remaining funds to the carrier's new factoring provider, but do not assume that any fee, refund, forwarding outcome, or timeline applies to other payments.

Keep the original receipt date separate from the later forwarding or transfer date. They represent different events; the transfer date is not the date the carrier originally paid Truckstop. If dates conflict, support must verify and explain both dates from the payment record and confirm the transfer status. Do not infer why the transfer occurred later or promise a forwarding timeline.

Wire sent to Denim after payment direction changed

If a broker or payer sends a wire to Denim after the carrier's payment direction changes to another factoring provider, contact support with the wire confirmation and available payment identifiers. Support can investigate the receipt and explain the case-specific next steps. A request to Finance to forward funds confirms only that a request was submitted; it does not confirm forwarding was completed. Do not promise forwarding, refund eligibility, or a standard processing time.

Payment sent before bank details were updated

If support confirms that a payment predates a bank-detail change, the later update did not change the destination of the payment already sent. Ask the receiving bank to investigate using the payment date, trace or reference information, and any prior account details available to you. Contact support for the specific payment status. Do not assume the prior destination was a system error or that the bank can recover the funds.

Refunding the payer versus forwarding funds

If support confirms that payment went to a prior payee but the payer already paid the intended factor, clearly request either a refund to the payer or forwarding or redirection to the intended factor. These are different outcomes; a refund to the payer does not mean funds will be forwarded to the intended factor. Support should verify the payment trace, recipient, and current disposition and confirm the intended outcome before making a commitment. Support may request ACH or wire refund instructions in a document format and submit the request for Finance review.

For this specific prior-factor scenario, a support-provided typical estimate for a submitted refund request was 7–10 business days, depending on the receiving factor's processing time. This is not a guaranteed completion or arrival date and does not establish refund eligibility. Ask support for the status and applicable estimate for the specific payment. Do not use this estimate for other refund scenarios.

Do not promise a processing time unless support has verified and communicated an estimate for that payment.

Check sent directly to a carrier despite a Notice of Assignment

If a payer sends a check directly to a carrier despite the applicable Notice of Assignment (NOA), the carrier should consult that NOA for the return destination and follow the return direction support confirms. After mailing the check, provide Truckstop with the tracking number. Do not reuse an address from another account or assume that mailing guarantees receipt or credit. Support must confirm whether the check was returned or funds were applied.

For any case-specific recovery, include the identifiers and readable supporting documents support requests. Keep support copied on communications with the receiving party, and contact support@denim.com to confirm the applicable process and status.