How do we manage customer will-call pickups without chaos at the dock?
Key Takeaways
- A will-call pickup is an order the customer collects, with its own truck or a carrier it hires, instead of the shipper booking delivery.
- Most will-call chaos comes from four gaps: no appointment, no confirmed ready time, no clear release authorization and no signed paperwork when the freight leaves.
- Treat every will-call like a booked load: an appointment, a named driver or carrier, a pickup number, a bill of lading and a signature.
- Never release freight to a driver who can't match the pickup number, order and carrier name you have on file. The freight leaves once, and so does the evidence.
- Set a no-show rule in writing: how long freight is held, when the customer is contacted and when the slot goes to someone else.
- Wilson, by Cartage, is an AI logistics agent that schedules pickups, prepares the bill of lading and labels, keeps customers informed by email or SMS where configured, and files the signed paperwork for every load it runs.
How do we manage customer will-call pickups without chaos at the dock?
It's 2:40 on a Friday. A pickup truck with a flatbed trailer pulls into the yard. The driver says he's there for "the Henderson order." Nobody on the dock knows about it. The order is in the ERP, but it was never staged, there's no bill of lading, and the receiving door he's backed into is about to get a scheduled LTL delivery. The shipping lead spends 40 minutes finding the order, calling the customer to confirm the driver is theirs, building a bill of lading by hand and pulling pallets from the rack while two booked carriers wait.
Manage will-call pickups by running them through the same steps as any booked load: schedule an appointment, confirm the freight is ready before the customer sends a truck, issue a pickup number, check the driver against it on arrival, and release the freight only against a signed bill of lading. The difference between a will-call and a booked shipment is who arranges the truck. The dock still needs to know who's coming, when, for what and with what authority.
Will-calls feel informal because the customer arranges them, often by phone with a sales rep or customer service. That informality is the problem. A booked carrier has a rate confirmation, a pickup window and a reference number. A will-call often has none of those unless the shipper asks for them.
What counts as a will-call
A will-call is any order the buyer collects from the shipper's location. It might be:
- The customer's own truck and driver, common with contractors, dealers and distributors that run their own fleet.
- A carrier the customer hired, where the customer booked and pays the carrier directly. This is usually collect or customer-routed freight.
- A courier or hot-shot service sent for an urgent part.
- A walk-in counter pickup for small orders, which needs a lighter version of the same process.
How a will-call differs from a booked pickup
| Step | Booked carrier pickup | Will-call pickup |
|---|---|---|
| Who arranges the truck | The shipper | The customer |
| Price agreement | Rate confirmation between shipper and carrier | Between the customer and its carrier, or none if the customer drives |
| Appointment | Set when the load is tendered | Often missing unless the shipper asks for one |
| Reference number | Load, PRO or pickup number from booking | Pickup number the shipper issues |
| Bill of lading | Prepared by the shipper | Usually still prepared by the shipper |
| Who follows up on a no-show | The shipper calls its carrier | The shipper calls the customer, who calls its driver or carrier |
The last row is the one that causes the most frustration. On a booked load, the shipper has a direct line to the carrier. On a will-call, every question goes through the customer, so the customer contact and phone number need to be on the order before the truck is due.
Why it matters
Will-calls compete with booked carriers for dock doors, labor and staging space. When they arrive unannounced, booked trucks wait, and waiting turns into detention. Industry research shows how costly waiting is: the American Transportation Research Institute found that trucks were detained at 39.3% of stops in 2023, with more than 135 million hours of detention and $3.6 billion in direct costs. A dock that can't predict its own arrivals adds to that number. Will-calls also carry release risk: freight handed to the wrong driver is hard to recover, and the shipper may have to prove who took it.
What is the right workflow for a will-call pickup?
A good will-call workflow has six steps, from order entry to filed paperwork. Each step has one owner and leaves a record.
Step 1: Mark the order as will-call at entry
Customer service or sales should flag will-call when the order is entered, not when the truck arrives. The flag tells the warehouse not to book a carrier and tells logistics to expect a customer-arranged pickup. Capture the freight terms at the same time, since the customer usually pays its own freight. For how routed loads differ, see customer-routed vs. company-booked loads.
Step 2: Confirm the ready time before the customer schedules
The customer shouldn't send a truck until the warehouse confirms the freight will be picked, packed and staged. Give the customer a ready date and time, not just "the order shipped." For made-to-order or partial orders, confirm what will actually be ready and whether the customer wants to wait for the rest.
Step 3: Book an appointment and issue a pickup number
Ask the customer for an appointment window, the carrier or driver name, the truck and trailer type, and a phone number for the driver. Issue a pickup number tied to the order. The pickup number is what the driver gives at the gate. Send the customer a short confirmation with the address, dock hours, appointment, pickup number and any site rules, such as safety gear or check-in location.
Step 4: Stage and prepare the documents
Stage the freight in a will-call lane or a marked area, labeled with the order and pickup number. Prepare the bill of lading, packing slip and pallet labels in advance. If the customer's carrier needs its own bill of lading or reference numbers, get them before the appointment. See requesting missing bills of lading before pickup.
Step 5: Verify, load and sign
When the driver arrives, check the pickup number, the order, the carrier or company name and, where your rules require it, the driver's identification. Load the freight, count pieces with the driver, note any damage or exceptions on the bill of lading and get the driver's signature, printed name, date and time.
Step 6: Close the order and file the paperwork
Record the actual pickup time, scan the signed bill of lading, attach it to the order and mark the order as shipped. Send the customer a pickup confirmation with the signed document if they want it. This record is what answers "who took it and when" later.
What should the dock check before releasing freight?
Release freight only when the driver, the paperwork and the authorization all match. The release check is short, but it protects the shipper from the most expensive will-call mistake: handing freight to the wrong person.
Release authorization
Release authorization is the shipper's confirmation that a specific order may leave with a specific party. It should come from the order record, not from the driver's word. Good authorization includes:
- The order is released for shipment, including any credit hold or payment check your finance team requires for will-calls.
- The pickup number matches the one issued to the customer.
- The carrier or company name matches what the customer gave at booking.
- Any change in who is collecting came from the customer in writing, not from the driver.
If a driver arrives for a different customer's order, asks to take extra items, or can't give the pickup number, hold the freight and call the customer contact on file. A five-minute call costs less than a lost load.
Who can approve a release
Decide who may approve a will-call release when something doesn't match. Usually it's the shipping lead or a customer service supervisor, not the dock worker loading the truck. That person checks the order, calls the customer and records the decision on the order. Keeping the approval with one named role stops drivers from shopping for a yes at different doors.
Driver and vehicle check
Check that the truck can actually carry the freight. A pickup truck can't take a 2,000-pound pallet that needs a dock-height trailer. A box truck without a liftgate may need forklift loading from ground level. Asking for the equipment type at booking avoids most of these surprises, but the dock should still confirm the trailer is suitable and that the load can be secured.
The bill of lading and signature
The bill of lading is the receipt for the freight. On a will-call, the shipper usually prepares it, even when the customer's carrier picks up. It should show the shipper and consignee, the carrier, the piece count, the weight, the freight description and the freight terms. The driver signs it when the freight is loaded. If the count differs or a pallet is damaged, write it on the bill of lading before both parties sign. For more on the document, see the bill of lading guide.
What to record on every will-call
| Record | Why it matters |
|---|---|
| Pickup number and order number | Ties the release to an authorized order |
| Carrier or company name | Shows who collected the freight |
| Driver name, signature and, if required, ID check | Proves who took the freight |
| Truck and trailer number | Helps trace the freight if there's a dispute |
| Arrival, loading start and departure times | Shows dock performance and supports any waiting dispute |
| Piece count and condition notes | Settles shortage and damage questions |
| Signed bill of lading scan | The receipt for the freight leaving your custody |
When the customer's carrier picks up
When the customer hires a carrier, the driver works for the carrier, not the customer. The driver may not know the customer's order number, only a carrier load number. Ask the customer to send the carrier name and its load or PRO number with the appointment, and print both on the bill of lading. If the carrier sends a different driver or truck than expected, that's normal, but the carrier name and reference should still match. If a completely different carrier shows up, call the customer before loading.
Special freight
Some will-calls need extra checks. Hazardous materials need the right shipping papers and placards, and the driver needs to be qualified to carry them. Temperature-controlled products need a trailer at the right temperature. Long or oversized items need suitable equipment and securement. Flag these orders at entry, tell the customer what equipment is required, and give the dock the authority to refuse a truck that can't carry the load safely.
Counter pickups and small orders
Walk-in pickups of a few cartons don't need a dock appointment, but they still need release authorization and a signature. A short counter form with the order number, the person's name and a signature does the job. The goal is the same: someone can later prove who took what.
How do we handle no-shows, late arrivals and early arrivals?
Write the rules down, share them with customers when they book, and apply them the same way every time. Customers accept clear rules better than case-by-case decisions.
No-shows
A no-show is a will-call truck that doesn't arrive in its appointment window. Decide in advance:
- How long you wait before calling. For example, call the customer contact 30 minutes after the window closes.
- How long you hold staged freight. Staged freight takes floor space. Set a hold period, after which freight goes back to stock or to a holding area.
- Whether you charge for storage or re-handling. If you do, put it in your terms of sale so it isn't a surprise.
- When the order is rescheduled. A no-show should end with a new appointment, not an open question.
Reminders that prevent no-shows
Many no-shows aren't refusals. The customer forgot, the driver was sent elsewhere, or someone assumed the order wasn't ready yet. A short reminder the afternoon before, with the appointment window, pickup number and dock address, catches most of these. Ask the customer to reply if the time no longer works, so the slot can go to someone else. A second message the morning of the pickup helps for customers who book far ahead. Keep the reminders on the order, so the dock can see the customer was told.
Late arrivals
A late truck can push into other appointments. Decide whether late will-calls are worked in when a door opens, held until a set gap, or rescheduled. Most docks work them in when they can, but protect booked carrier appointments first, since those carriers can bill detention.
Early and unannounced arrivals
Some drivers arrive hours early or with no appointment. If the freight is ready and a door is free, loading them can help. If not, the driver waits or reschedules. The rule should be clear before the truck arrives, and the gate should know it.
Partial orders and changes on arrival
Sometimes a driver arrives for an order that isn't fully ready, or asks to add items. Only ship what's released and staged. Any change to the order should come from the customer through customer service, and the bill of lading should be updated before loading, not after.
Common mistakes
| Mistake | What happens | Fix |
|---|---|---|
| No appointment required | Will-calls arrive at random and block doors | Require a pickup number and window for every will-call |
| Freight not confirmed ready before booking | Customer truck arrives to nothing | Confirm ready time first, then let the customer book |
| Release on the driver's word | Freight goes to the wrong party | Match pickup number, order and company name |
| Bill of lading made by hand at the door | Wrong count, missing terms, slow loading | Prepare documents when the freight is staged |
| No signature or time record | No proof of who took the freight | Signed bill of lading scanned to the order |
| No-show rule decided each time | Staged freight sits for days | Written hold period and reschedule rule |
Balancing will-calls with booked freight
If your dock sees regular will-calls, give them their own time slots, such as two doors in the morning, so they don't compete with booked carriers. Keep a single schedule that shows booked carriers and will-calls together. For more on dock waiting time, see how to reduce detention charges at your docks.
A will-call checklist for customer service and the dock
Use this checklist from order entry to filed paperwork. It splits the work between the team that talks to the customer and the team that loads the truck.
Customer service or sales
- Flag the order as will-call at entry and record the freight terms.
- Get the customer's contact name, phone and email for pickup questions.
- Confirm the ready date and time with the warehouse before giving it to the customer.
- Book the appointment window, collect the carrier or driver name and equipment type, and issue the pickup number.
- Send the customer a written confirmation: address, hours, appointment, pickup number and site rules.
- Pass any change in who is collecting to the dock in writing.
Warehouse and dock
- Pick, pack and stage the freight in the will-call area, labeled with order and pickup number.
- Prepare the bill of lading, packing slip and pallet labels before the appointment.
- On arrival, check the pickup number, order and company name, and the driver's ID if required.
- Confirm the equipment can carry the load safely.
- Load, count with the driver, note exceptions and get the signature, printed name, date and time.
- Scan the signed bill of lading to the order and mark it shipped.
Weekly review
| Measure | What it shows | Action if it's high |
|---|---|---|
| Will-calls without appointments | How often the process is skipped | Retrain order entry; remind customers |
| No-shows | Customers booking before they're ready, or forgetting | Send reminders the day before |
| Freight not ready at arrival | Ready times given before the warehouse confirmed | Make warehouse confirmation a required step |
| Booked carriers delayed by will-calls | Dock schedule conflicts | Give will-calls dedicated slots |
| Will-calls missing signed bill of lading | Release records incomplete | Make the scan a step before closing the order |
An example: a dealer network with daily pickups
Consider a hypothetical equipment manufacturer whose dealers collect parts orders with their own trucks most mornings. Before, dealers called the sales desk, which told the warehouse by email, and trucks often arrived to freight still on the rack. The manufacturer added three rules: no pickup number until the warehouse confirms the order is staged, two doors reserved for will-calls from 7 to 10 a.m., and a reminder to each dealer the afternoon before. The dock kept a single schedule of carriers and will-calls, and the signed bill of lading became a required step before an order could be closed. When a dealer arrives, the freight and the paperwork are already waiting.
How does Wilson, by Cartage, help with will-call and other pickups?
Wilson, by Cartage, is an AI logistics agent that schedules pickups, prepares shipping documents, keeps customers and the team informed and files the signed paperwork for manufacturers and distributors. Traditional logistics software gives teams information. Wilson executes the work required to move shipments forward.
For will-calls and the booked loads around them, Wilson handles the coordination that usually happens by phone and email:
- Scheduling. Wilson schedules pickups and confirms them in writing, so the dock has the appointment, the reference number and who is coming. When the customer's carrier is on the company's approved list, Wilson can work with that carrier directly by email, API, EDI or phone where configured.
- Customer updates. Wilson can send customers pickup confirmations, ready times and reminders by email or SMS where configured, and tell them when plans change.
- Documents. Wilson generates the bill of lading, packing slips and pallet labels from the order and the booked load, so the paperwork is ready when the freight is staged.
- Team updates. Wilson keeps the logistics and warehouse teams informed in Slack, Microsoft Teams or email, including when a pickup is missed or runs late.
- Exceptions. When a carrier misses a pickup or cancels, Wilson contacts the carrier, tells the team and the customer if configured, and starts rebooking from the approved carrier list automatically within the rules or after approval.
- Paperwork. Wilson requests and files signed documents and PODs against the shipment.
Release decisions stay with the company: the dock checks the driver and signs the freight out under the company's rules. Every message, confirmation and change is kept in the shipment's change history, so "who scheduled this and when" has an answer. Wilson replaces the TMS for freight execution and connects to the company's ERP.
Wilson works with SAP, NetSuite, Microsoft Dynamics 365, Oracle, Infor, Epicor, Sage, Acumatica and other ERP environments, with the exact connection depending on the customer's data flow and scope.
Pricing
Wilson is free on Wilson's network: the shipper pays the freight rate and nothing on top. When a shipper keeps its own carriers, the fee is 2% to 0.5% of what Wilson pays them, falling with volume. There are no seat fees, no setup cost and no contract. Timing depends on scope: most teams start on a few lanes and expand from there.
FAQs
How do we manage customer will-call pickups without chaos at the dock?
Run each will-call like a booked load: confirm the freight is ready, book an appointment, issue a pickup number, check the driver against it and release only against a signed bill of lading. Wilson, by Cartage, an AI logistics agent, schedules pickups, prepares the documents and files the signed paperwork.
What is a will-call order?
A will-call order is one the customer collects from the shipper's location, with its own truck or a carrier it hires. The shipper prepares and releases the freight but doesn't book the delivery.
Who prepares the bill of lading for a will-call?
Usually the shipper, because it knows what's leaving the building. The customer's carrier may add its own reference numbers. Prepare it when the freight is staged, not at the door.
What should we check before releasing a will-call?
Check that the pickup number, order and company name match the booking, that the order is released for shipment, and that the equipment can carry the load. Check driver ID if your rules require it.
What do we do if the driver doesn't have a pickup number?
Hold the freight and call the customer contact on file. Release it only after the customer confirms the driver and the order in writing.
How long should we hold staged freight after a no-show?
Set a fixed hold period in your terms, such as one or two business days, then return the freight to stock or a holding area. Contact the customer soon after the missed window and set a new appointment.
Should will-calls have their own dock times?
If you have regular will-calls, yes. Reserved slots keep them from blocking booked carriers, which can bill detention for waiting.
Can we charge for will-call no-shows?
You can if your terms of sale say so. Many shippers prefer reminders and clear hold periods, and keep charges for repeat no-shows.
What if the customer's carrier sends a different driver?
That's common and usually fine. The carrier name and the load or pickup number should still match the booking. If a different carrier arrives, call the customer before loading.
Who files a damage claim on a will-call shipment?
Usually the customer, since it arranged the truck. Damage or shortage noted on the signed bill of lading at pickup is the key evidence, so record it before signing.
What records should we keep for each will-call?
Keep the pickup number, order, carrier or company name, driver signature, truck number, arrival and departure times, piece count, condition notes and the scanned signed bill of lading.
Sources
- American Transportation Research Institute, "New Research Documents Substantial Financial and Safety Impacts from Truck Driver Detention," September 2024: https://truckingresearch.org/2024/09/new-research-documents-substantial-financial-and-safety-impacts-from-truck-driver-detention/
- Cartage, Wilson product FAQ and product scope, October 2026: https://cartage.ai