Where disputes go to die
In the gap between operations (who have the facts but no time) and finance (who have the time but no facts). A centralised desk closes the gap only if the facts arrive organised. The dispute file is that organisation: timeline, clause, arithmetic, evidence gaps, letter.
Second rounds and escalations
Carriers reject first. The agent reads the rejection's stated ground and checks it against the booking and contract; most rejections cite a tariff change or a free-time rule that does not apply to the booking in question, and the second-round letter says so with dates. When the carrier is right, the file says that too.
Responsibility splits
Detention cases often split between carrier and trucker. The timeline marks the handover, the agent allocates the days, and both documents — carrier dispute and trucker back-charge — are drafted with the EIR cited.