Payment status, bank delays, and recovery after failed transfers

If you have questions about the status of outstanding invoices or when payments will be applied to your account, this article covers the most common scenarios and how to resolve them.

Non-Factored Loads: When Will I Receive Payment?

For loads submitted as non-factored, funds are forwarded to your account only after payment is received from the broker. Unlike factored loads, there is no advance — payment timing depends entirely on when the broker pays.

If a broker is not yet factorable or has not made any payments, submitting loads as non-factored is recommended so the broker can be invoiced immediately and payment terms can begin right away. This avoids delays in getting invoices out.

Converting a Non-Factored Load to a Factored Load

If you initially submitted a load as non-factored but would like it processed as factored instead, you can request a conversion:

1. Contact factoring support and provide the load number you want converted.

2. The load will be submitted for review and go through the standard factoring approval process.

Similarly, if a broker becomes factorable while payment is still pending on a non-factored load, you can resubmit those loads for factoring at that time.

Requesting Credit Review for Declined or Not Factorable Brokers

If a broker appears as declined or not factorable but you believe they should have credit, you can request a credit review from the Credit Team to evaluate the broker and potentially establish a credit limit. Providing additional information about the broker may help with the review process. Contact support to initiate this review.

Updating an Invoice Amount After Submission

If an invoice amount needs to be updated after submission — for example, to account for detention charges or other additional costs — refactors are no longer processed. Instead, the rate is adjusted directly on the invoice and submitted to the broker. Once the broker pays, any additional amount owed is issued as a rebate to your Denim Cash account.

To avoid the need for these adjustments, submit loads only after all rate information and additional costs have been finalized.

Invoice Shows Incorrect Credit Status or $0 Available Credit

If an invoice shows as non-factorable with $0 available credit for a broker that you know has good credit elsewhere, the invoice may be tied to the wrong broker file in the system. Contact support to request a review and correction of the broker file association. Once corrected, the invoice can be processed and funded normally.

Payment Status, Timing, and Bank Delays

Keep these payment stages separate. A payer's report that a payment was sent, an effective date, a bank status marked completed, or a payment notification does not confirm that Truckstop Factoring received or processed the payment. Do not consider a payment paid or posted until support confirms its receipt and account status.

• Before receipt: An ACH remittance may take an estimated 2–3 business days to reach Truckstop Factoring. This is a case-supported estimate, not a guaranteed transfer time. In another support case, a teammate described a separate “24/48 hour” period before funds could be received and posted. The message did not specify whether those were calendar or business hours, when the period began, or confirm receipt or application, so do not treat it as a universal or guaranteed timeframe.

• After receipt: In one support case, payments were expected to be processed within 24 hours of receipt when broker remittance information was available. This is a case-supported estimate and does not guarantee posting or bank arrival. If you have remittance information, provide it to support so Finance can investigate.

• Payment not yet located: Support may advise allowing 24 hours for systems to update. This estimate has no confirmed starting point and does not prove that Truckstop Factoring received or applied the payment; have support confirm the account status.

• Checks: Checks are accepted, and ACH is the preferred payment method. Support may advise allowing 10 business days for a check to post. This applies to checks only, does not promise a posting date, and does not specify when the period begins. Do not assume e-checks are accepted unless support separately confirms it.

• Portal and support-system updates: After support confirms that Truckstop Factoring received a broker payment, the funds are applied to the Denim Cash account after processing. It may take up to 24 hours for the payment to appear in the Denim Cash portal and support systems, so continue monitoring the portal.

• Bank arrival: After support confirms that a payment is paid and posted, the receiving bank and payment method affect when funds appear. An estimated 1–2 business days may apply in some cases, but this is not a guaranteed arrival date for every payment flow.

If a payment remains in a processing state, do not initiate a duplicate payment or state that the transfer failed. Have support verify the status. In one case, support advised allowing up to 72 hours while checking for a bank failure; after the failure was confirmed, support arranged for the payment to be sent again. The 72-hour period was case-specific and is not a universal guarantee.

How to Send an ACH Payment

For a specific factored invoice, use the ACH remittance instructions included with that invoice's packet. Do not use bank details from a different invoice or assume the instructions are on the same page in every packet. If the packet is unavailable or the instructions are unclear, contact support to confirm the correct remittance instructions.

Received a Payment That Doesn't Appear in Your Dashboard?

If you have received payments for loads that do not appear in your dashboard, follow these steps:

1. Upload the relevant loads to your account as Jobs Not Factored.

2. Contact support so the Finance team can locate the payments and apply the funds to your account.

If support has confirmed that a payment is paid and posted but the funds have not appeared by the end of the next business day, reply with the payment method (ACH, check, or card) and any available remittance details so support can help trace the payment.

When reaching out, provide identifying information such as the broker name, invoice number, or supporting documentation. Load numbers alone may not be sufficient if the loads are not yet in your dashboard. A payer's confirmation or bank screenshot alone does not establish that Truckstop Factoring received or applied the payment; support must confirm the account status.

Payment Received but Not Yet Applied Due to Draft Status

If a payment has been received but remains unapplied because a load is still in draft status, you can request the payment be applied once the job is approved:

1. Reply to your Request Center item related to the unapplied payment.

2. Inform support that the job is now approved and that you would like the remaining balance applied.

Still Need Help?

If you are unsure about the status of a specific invoice or payment, contact support with as much detail as possible, including broker name, invoice number, check number, and any relevant documentation. This will help the Finance team locate and reconcile your payment as quickly as possible.