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How to initiate a clawback

You can request a clawback depending on who the payment was sent to. The process differs for payments made to factors, carrier ACH payments, and carrier check payments.

Initiate a factor clawback

Factor clawbacks must be requested through the RelayDirect support team.

  1. Send an email to [email protected] requesting a clawback

  2. Include the payment details in your request

Once submitted, the RelayDirect team will contact the factor to request the funds be returned.
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What happens next

  • If the factor returns the funds, the payment will be marked as Reversed in your broker portal

    • The returned funds will be applied to your broker quick pay balance

Important: Factor clawbacks cannot be initiated directly in the broker portal, including ACH payments.

Additional details:

  • There is no time limit for initiating a factor clawback

  • If funds are not returned within 30 days, the clawback will be marked as failed

  • Clawbacks are not guaranteed to be successful

Initiate a carrier ACH clawback

Carrier ACH clawbacks can be initiated directly within the your broker portal.

  1. Log in to your broker portal

  2. Search for the payment you want to claw back by load number

  3. Select the three dots next to the payment

  4. Click Initiate ACH clawback

This begins the clawback process.

What happens next

  • The clawback status will display as Pending for 14 days (excluding bank holidays)

  • After 14 days, the status will automatically update

  • If successful, the payment will be marked as Reversed and funds will be returned to your broker quick pay balance
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Important: Carrier ACH clawbacks should only be initiated within 14 days of the payment date for the best chance of success.

Additionally, carrier ACH clawbacks should never be initiated by the carrier payee. If a carrier reaches out directly regarding a duplicate or incorrect payment, the broker needs to initiate the clawback from the broker portal. The carrier should not initiate the return of funds on their end. If the correct order of operations is not followed, Relay cannot properly apply the refunds.

Note: ACH clawbacks are not guaranteed to be successful.

Request a clawback for a carrier check payment

Carrier check payment clawbacks must be requested through the RelayDirect support team.

  1. Send an email to [email protected] requesting a clawback

  2. Include the payment details in your request

What happens next

The RelayDirect team will review your request and follow up with next steps.

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