In logistics operations, incidental surcharges such as tolls, ferries, storage fees, and waiting time charges are always "hot spots" causing disputes between transportation companies, customers, and drivers. Lack of transparency in managing transportation surcharges not only affects profitability but also damages trust in partnerships. This article provides detailed guidance on the process of recording, reconciling, and recovering incidental surcharges accurately, helping businesses collect correctly, completely, and minimize disputes.

Why incidental surcharges are "hot" dispute points in logistics

Incidental surcharges are costs beyond basic freight rates that arise due to the actual conditions of each shipment. These are the source of many conflicts because:

Lack of agreement from the start: Many transportation contracts only specify the main freight rate, without clearly listing who is responsible for toll fees, ferry charges, or waiting time charges. When costs actually arise, all three parties (customer, transportation company, driver) believe they are not responsible for payment.

Difficult to verify and lack of documentation: A driver reports a storage fee of 500,000 VND but has no valid invoice. The customer suspects inflated figures, while the transportation company has no basis for verification. This is a common situation that generates disputes.

Price fluctuations over time: Toll fees and ferry prices may change depending on time period and region. Without regularly updating the standard price list, freight cost management becomes chaotic and vulnerable to fraud.

Manual reconciliation process: Many businesses still reconcile logistics surcharges through Excel, email, and messages. Information is scattered, prone to errors, and time-consuming to clarify each incidental charge.

The result is that businesses often fall into a situation where they: under-collect from customers, drivers complain about unreimbursed surcharges, and the accounting department is overloaded with processing miscellaneous documents.

Classification of common incidental surcharges

For effective management, it's first necessary to clearly classify surcharges by nature and point of occurrence:

Toll and bridge fees

Toll fees are costs for passing toll stations on expressways or toll bridges. Fees depend on vehicle type, number of axles, and route. Examples: Phap Van - Cau Giay BOT, Trung Luong BOT, Rach Mieu Bridge BOT...

Characteristics: Clear electronic invoices or toll receipts, easy to verify. However, prices may change according to new government policies or investor decisions.

Ferry and pontoon bridge charges

Ferry charges arise when vehicles must cross river ferries (Cat Lai ferry, Rach Mieu ferry before the bridge, ferries in the Mekong Delta...). Ferry prices are calculated by vehicle tonnage and may change during peak hours.

Documentation: Ferry receipt, ferry ticket, or payment slip. Some major ferry terminals have electronic invoicing systems.

Storage and container detention fees

These arise when goods or containers must remain at ports, yards, or warehouses beyond the free time period. Storage fees are usually calculated per day and increase with storage duration.

Common causes: Customer delays in completing procedures, missing customs documents, or customer actively requests storage to wait for convenient delivery time.

Waiting time and unloading waiting fees

Waiting time charges arise when drivers must wait beyond the specified time to pick up or deliver goods. Free waiting time is usually 1-2 hours, after which fees are charged per hour.

This is the most controversial type of surcharge because it's difficult to accurately determine start-end times and who is responsible.

Vehicle weighing and inspection fees

Costs for weighing vehicles at weighing stations (mandatory for overweight cargo or by customer request), cargo quality inspection fees, container sealing fees...

Other incidental surcharges

Including overnight parking fees, additional loading/unloading fees (if delivery locations are difficult), personnel hiring fees, overtime fees, vehicle/container washing fees...

Clear classification helps establish standard recording procedures for each type and determine reasonable allocation of responsibilities.

Principles and responsibilities for surcharge allocation: Who bears, who pays, who recovers

The golden principle in managing transportation surcharges is: Whoever causes it, bears responsibility.

Surcharges of normal transportation nature

Costs such as toll fees, ferry charges on fixed routes are usually included in the freight rate or agreed upon from the start. The customer is the ultimate payer, but there are two handling methods:

  • Method 1: The transportation company includes it in the initial quote (all-in), then pays and manages it themselves.
  • Method 2: Quote freight separately + separate surcharges, customer pays based on actual occurrence.

For drivers: If it's an external hired vehicle, the driver advances payment and gets reimbursed. If it's the company's vehicle, the driver reports for company payment.

Surcharges due to customer fault or request

Storage fees due to customer delays in procedures, waiting time charges due to customer not having goods ready → Customer bears all costs. This needs to be clearly specified in the contract and recorded in a written report.

Surcharges due to transportation company fault

If waiting time charges arise because the vehicle arrived late, or storage fees because the company couldn't dispatch a vehicle in time → The transportation company bears it, cannot transfer to customer.

Surcharges due to driver fault

Driver takes wrong route, causes accident generating costs → Driver is responsible or company and driver negotiate sharing.

Recovery principle: The transportation company advances or pays the driver first, then recovers from the customer through reconciliation. This helps drivers work with peace of mind and the company controls cash flow better.

Standard surcharge recording process: From field to TMS system

An accurate incidental surcharge recording process helps limit errors and disputes. Here are 5 basic steps:

Step 1: Driver records on-site

As soon as a surcharge arises, the driver must:

  • Take photos/scan barcodes of invoices, toll receipts, ferry tickets
  • Clearly note time, location, amount, surcharge type
  • For waiting time charges: record arrival time, loading/unloading start time, completion time, request signature confirmation from shipper/receiver

Support tools: Mobile app of the TMS system allows drivers to take photos, fill out forms, and send directly to the office.

Step 2: Dispatch preliminary verification

The dispatch department receives information and checks:

  • Is the surcharge reasonable for the route and time?
  • Are invoices/documents complete and valid?
  • Compare with standard surcharge list

If there are doubts, contact the driver immediately for clarification. If valid, confirm and transfer to accounting.

Step 3: Accounting records in system

Accounting enters surcharge information into the TMS system, linked to specific trip code and order code. Classify by:

  • Surcharge type (toll, ferry, storage, waiting time...)
  • Responsible party (customer / company / driver)
  • Payment status (unpaid / advanced / recovered)

A good TMS system will automatically accumulate surcharges into the end-of-period quote or customer payment invoice.

Step 4: Periodic reconciliation

Weekly or monthly, the accounting department reconciles surcharges with:

  • Customers: Export detailed statement of incidental surcharges, with scanned/photographed documents attached, request confirmation and payment.
  • Drivers: Compare advanced amounts, reimburse or deduct from salary.

Step 5: Storage and reporting

All original documents (toll receipts, ferry tickets, waiting time reports...) are stored by trip code. The TMS system generates summary reports: total surcharges by type, by route, by customer, by time, helping management understand trends and manage freight costs effectively.

Building a standard surcharge list and real-time update mechanism

A standard surcharge list is an important tool for cost control and anomaly detection.

Contents of standard surcharge list

The surcharge list should include:

  • Toll fees: List of toll stations on each main route, fee levels by vehicle type (under 12 tons, 12-18 tons, over 18 tons, 20'/40' container...)
  • Ferry charges: List of ferry terminals, prices by tonnage and peak hours
  • Storage fees: Price lists for common ports, warehouses, container yards, divided by free days and subsequent daily rates
  • Waiting time charges: Free time period, fee/hour by vehicle type
  • Weighing, sealing, additional loading/unloading fees: Reference prices from service providers

Information sources for building standard list

  • Contracts, official quotes from BOT, ferry, port, warehouse management units
  • Historical actual surcharges from previous trips
  • Information from transportation associations, driver communities
  • Official announcements from state management agencies

Regular update mechanism

Toll and ferry fees may suddenly change according to price adjustment decisions. Therefore:

  • Assign someone to monitor price change announcements (usually dispatch or accounting department)
  • Update immediately in TMS system when changes occur
  • Notify all drivers and sales staff about changes
  • Review entire price list every 3-6 months

Some modern TMS systems allow API integration with national toll fee databases or automatically update prices from reliable sources, ensuring information is always accurate.

Valid documentation requirements for each surcharge type

Valid documentation is the legal basis for recovering surcharges from customers and resolving disputes.

Toll and ferry fees

Required documentation:

  • Electronic or paper toll receipt with complete information: station name, vehicle plate, time, amount
  • Ferry receipt or ferry ticket with ferry terminal confirmation

Note: Some toll stations now use ePass/VETC systems, drivers need to export transaction statements as documentation.

Storage and container detention fees

Required documentation:

  • VAT invoice or payment receipt from port/warehouse/container yard
  • Container gate-out document clearly showing in-out time
  • Written report confirming reason for storage (if due to customer fault)

Note: If storage fees are large, should request customer signature confirmation before payment to avoid later refusal.

Waiting time/unloading waiting charges

Required documentation:

  • Written report confirming waiting time, with shipper/receiver signature
  • Photo of arrival time (can use GPS check-in from TMS app)
  • Photos of cargo before-after loading/unloading to prove completion time

Note: Report must clearly state reason for waiting (goods not ready, lack of loading personnel, waiting for documents...). If no signature from other party, need photos, videos, or message confirmation.

Vehicle weighing, sealing fees

Required documentation:

  • Vehicle weighing slip with complete information: tonnage, time, location, amount
  • Container sealing service invoice

General documentation requirements

  • Documentation must have dates matching trip execution time
  • Invoices must clearly state unit name, amount in numbers and words
  • If documentation is lost, need written explanation and third-party confirmation (if possible)

Businesses should have clear internal regulations: no valid documentation = no payment. This helps enforce discipline for drivers and protect company interests.

Reconciliation and recovery process for surcharges with customers and drivers

Reconciling logistics surcharges with customers

Reconciliation timing: End of week, end of month, or according to payment cycle in contract.

Process:

  1. Export surcharge statement: From TMS system, export detailed report of trips with incidental surcharges, including: date, trip code, surcharge type, amount, attached documents.

  2. Send to customer for confirmation: Send via email with scanned document files. Request customer response within 3-5 business days.

  3. Handle differences: If customer has questions or disagrees, organize meeting/discussion for clarification. Present original documents if needed.

  4. Final confirmation: After agreement, customer signs statement confirmation. Accounting issues VAT invoice (if surcharge is part of revenue) or collection document (if just reimbursement).

  5. Collect payment: According to payment deadline in contract. If customer delays payment, track receivables separately for surcharge amount.

Management tip: Use automatic notification feature from TMS system when surcharges arise, helping customers get information immediately and reducing surprise during end-of-period reconciliation.

Reconciliation and payment with drivers

For internal drivers (monthly salary):

  • Summarize surcharges advanced by driver
  • Reimburse in monthly salary or pay separately periodically
  • Compare documents and sign confirmation

For external/hired drivers:

  • Pay immediately after each trip or weekly, along with freight charges
  • Require driver signature on receipt confirming full payment of freight + surcharges
  • If surcharge not yet recovered from customer, can advance first and record internal receivable

Note: Be clear with drivers from the start: company will reimburse valid surcharges, but need complete and proper documentation. This avoids disputes and encourages drivers to keep documents carefully.

Using TMS to automate reconciliation

Modern TMS systems allow:

  • Automatically summarize surcharges by customer, by trip
  • Create statements and send reminder emails for customer confirmation
  • Track payment status of each surcharge
  • Alert when surcharge overdue without recovery

This saves manual reconciliation time, reduces errors, and speeds up capital recovery.

Handling common disputes and prevention through clear contracts

Dispute 1: Customer doesn't accept toll/ferry fees claiming they're already included in freight

Cause: Contract doesn't clearly state whether toll and ferry fees are separate or included.

Solution:

  • Present original quote, email exchanges to prove separate surcharges were communicated
  • Compare with previous trips (if any) to show consistent freight calculation
  • Negotiate to share costs if not clear from the start

Prevention:

  • In contract/quote, clearly state: "Freight rate does not include toll, ferry, storage fees... will be paid based on actual occurrence"
  • Include estimated surcharge reference table for customer's basis

Dispute 2: Customer doesn't agree to waiting time charge claiming it's not their fault

Cause: No clear written report recording time and reason for waiting.

Solution:

  • Present photos of arrival time, messages/calls with shipper
  • If there's a signed report → easy to prove
  • If no signature → more difficult, need negotiation based on goodwill

Prevention:

  • Specify in contract: free waiting time, fee/hour thereafter
  • Require driver MUST get signature confirming waiting time on-site
  • Use TMS app with GPS check-in and timestamp photo features as evidence

Dispute 3: Driver reports surcharge higher than actual

Cause: No standard price list, loose control.

Solution:

  • Compare with standard surcharge list
  • Require presentation of original invoice
  • If fraud detected, disciplinary action per internal regulations

Prevention:

  • Have standard surcharge list and publicize to drivers
  • TMS system alerts when surcharge exceeds normal threshold
  • Randomly inspect documents as deterrent

Dispute 4: Large storage fees arise, unclear who is responsible

Cause: Unclear whether storage is due to transportation company dispatching vehicle late or customer delaying procedures.

Solution:

  • Review vehicle dispatch history: order receipt time, vehicle arrival time at port, customer document completion time
  • If company fault → bear cost
  • If customer fault → request payment, with email/message proof

Prevention:

  • Clearly state in contract: deadline for customer to provide documents, deadline for company to dispatch vehicle
  • TMS system records timestamp for each step for easy tracking
  • Immediately notify customer when detecting risk of storage fees so they can handle promptly

TMS application in automatic and transparent surcharge management

The TMS transportation management system plays a key role in reconciling logistics surcharges accurately and efficiently.

Recording surcharges on-site

TMS provides mobile app for drivers, allowing:

  • Take photos of invoices, toll receipts, ferry tickets and upload immediately
  • Fill out surcharge recording form with standard information fields: surcharge type, amount, time, location
  • GPS check-in to confirm actual location and time

Information is synced to office in real-time, helping dispatch and accounting departments process immediately, without waiting for driver to return for reconciliation.

Automatic classification and calculation

TMS system automatically:

  • Classifies surcharges by category (toll, ferry, storage...)
  • Compares with standard surcharge list and alerts if threshold exceeded
  • Calculates total surcharges for each trip, each customer by cycle
  • Allocates payment responsibility according to configured rules

Integration into invoicing process

When issuing invoices to customers, TMS automatically accumulates:

  • Basic freight charges
  • Confirmed incidental surcharges

Customers receive detailed, transparent invoices, easy to verify. Reduces back-and-forth inquiries about each surcharge.

Reporting and trend analysis

TMS provides dashboard and freight cost management reports:

  • Total surcharges by month, quarter, year
  • Trend analysis: which route generates many surcharges, which type has large proportion
  • Compare actual costs with plan
  • Detect anomalies: which driver often reports high surcharges, which customer often causes waiting time charges

This information helps management adjust routing strategies, negotiate contracts better, and optimize costs.

Increase transparency and reduce disputes

When all surcharge information is recorded electronically, with attached documents, timestamps and GPS, transparency is significantly enhanced. Both customers and drivers see the process clearly, reducing suspicion of fraud and disputes.

Some TMS like DeliTMS also allow customers to access portal to directly view shipment information and incidental surcharges, increasing trust and long-term cooperation.

Managing incidental surcharges is an indispensable part of logistics operations. With accurate recording processes, clear surcharge price lists, complete documentation, and TMS system support, transportation businesses can fully collect surcharges correctly and completely, avoid disputes, and improve freight cost management efficiency. The most important thing is to always be transparent, unified from the start, and consistently implement committed processes.