After you place an order, Rivalane sends an order confirmation. It is the document the whole shipment runs from, so it is worth two minutes of checking.
What it contains
The description of the vehicle (year, make, model, body style and trim), whether it runs, any modifications or oversize details you told us about, the pickup and delivery addresses, your first available date, the quoted rate and how it splits between Rivalane's fee and the balance due to the carrier, and any add-ons such as a guaranteed pickup date or top load.
Why accuracy matters
The carrier plans its load around that description. A pickup truck listed as a sedan, a lift kit that was not mentioned, or a vehicle that turns out not to run can mean extra fees at the truck or a carrier that cannot take the vehicle at all. Under our Terms and Conditions, the customer is responsible for the accuracy of the order details, so corrections should be made as soon as you spot them.
What to do if something is wrong
Reply to the confirmation email or call us. Changes are simplest before a carrier accepts the order, because after that point the carrier has already planned around the original details.
Keep the confirmation with your Bill of Lading after delivery. Together they are your record of what was agreed and what was delivered.
Line by line: what to check
- Vehicle: year, make, model, body style and trim, exactly as on the registration. A "Ford F-150" booked as a "Ford sedan" is a different load.
- Condition: running or inoperable, and any modifications, lift kits, oversized tires, racks or low clearance.
- Addresses: the full pickup and delivery addresses, with any access notes such as a gated community or a narrow street.
- Dates: your first available date and any hard limits.
- Money: the total, Rivalane's fee, the carrier's COD balance, and any additional services such as a guaranteed pickup date or top loading.
Check the contact details too. The driver will call the number on the order, and the carrier will look for the person named there or the agent you designate.
Why the carrier works from it
When your order is posted, carriers see the vehicle, the route, the dates and the rate from the confirmation. A carrier accepts on that basis and plans a slot on its trailer to match. Federal broker rules in 49 CFR 371.3 require a broker to keep a record of every shipment it arranges, and the order confirmation is the document that record is built from.
If the car at the curb does not match the confirmation, the carrier can charge an additional fee or decline the load under Section 3c of our Terms and Conditions, and a declined pickup after acceptance counts as a cancellation under Section 10a. Two minutes with the confirmation prevents most of that.
What the Terms say: only the customer is responsible for the accuracy of the vehicle description, origin, destination, fees and special instructions on the Order Confirmation, and changes may result in additional fees or cancellation (Section 3a). The Order Confirmation is defined in Section 1 as the written confirmation of the order's details and quoted rate.
Order confirmation versus carrier assignment
You hear from Rivalane twice. The order confirmation comes when you book and records what you asked for. The carrier assignment comes when a carrier accepts, and it names the carrier and its pickup window. The carrier's name is the one to check against the FMCSA SAFER system, because it tells you which company will have your car.
How the confirmation relates to the Bill of Lading
The confirmation is Rivalane's record of the order; the Bill of Lading is the carrier's record of the vehicle and its condition at pickup and delivery. They should agree on the vehicle and the addresses. If the driver's paperwork describes a different car or a different destination, stop and call us before signing, because the Bill of Lading is the document a claim runs on.
Common corrections, and when to make them
A trim level or body style that was guessed, a delivery address that changed after a lease was signed, a car that went into the shop and may not run by pickup day. All are easy to fix before a carrier accepts and harder after, because the carrier planned around the original. Reply to the confirmation email with the correction or call +1 855-748-2526; we update the order and send a revised confirmation so your record stays accurate.
Special cases worth a second look
An auction pickup needs the lot or stock number and the yard's release requirements on the confirmation, as the auction page explains. A base pickup needs the meeting point outside the gate noted, per the military page. A snowbird delivery into a gated community needs the community's truck rules noted, per the snowbird page. If your situation is one of those and the confirmation does not mention it, reply and ask for it to be added before a carrier accepts.
Related questions
- When do I pay for car shipping with Rivalane?
- Can you ship a modified, lowered or oversized vehicle?
- How does the bill of lading work with Rivalane?
Go deeper: What Happens After You Book Car Shipping.
