> ## Documentation Index
> Fetch the complete documentation index at: https://help.owlery.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot a Missing Tender

> Confirm the shipper tendered, find outstanding tenders, and check with your own IT or EDI team before contacting the shipper or Owlery.

**Where to find it:** `Dashboard → Operations → Quotes & Tenders`

Owlery is the authoritative record of whether your shipper tendered a shipment to you. When a tender email or integration message appears to be missing, work through the self-service checks below before contacting the shipper — and reach Owlery Support only if those checks confirm the message never arrived.

## Confirm the Shipper Tendered the Shipment

Most "missing load" reports are not missing tenders — the notification was delayed, filtered, or the shipment was never tendered to your organization. **Quotes & Tenders** confirms which of these is true without waiting on the shipper.

## Find Outstanding Tenders

<Steps>
  <Step title="Sign In with Your Work Email">
    Sign in with the email address associated with your carrier organization. If a teammate can see the shipper but you cannot, ask them to [invite you](/carriers/invite-teammates).
  </Step>

  <Step title="Open Quotes & Tenders">
    Filter **Status** to **Tendered**. Search for the Owlery ID, Load Number, BOL, PO, or another reference the shipper provided.
  </Step>

  <Step title="Check the Tender Details">
    Open the row and confirm the shipper, locations, dates, and references. If the tender appears here, you can respond even if its notification email did not arrive.

    If no row appears after clearing your filters, the shipper likely has not tendered the shipment to your organization yet. Confirm the expected pickup date and reference numbers before assuming a message was lost.
  </Step>
</Steps>

## Check the Delivery Channel

<Tabs>
  <Tab title="Email">
    Check spam and quarantine for the expected time. Ask the shipper to confirm the carrier contact email used for the tender.

    A missing email does not mean the tender is missing from Owlery. Check **Quotes & Tenders** before asking the shipper to resend it.
  </Tab>

  <Tab title="Carrier Portal">
    Clear active search and status filters, then filter to **Tendered** again. Confirm that you signed in with the correct company email and that your organization has access to the shipper.

    Do not create a second load to work around a missing row.
  </Tab>

  <Tab title="EDI">
    A missing EDI tender is most often an inbound message your own system already received but has not surfaced in your TMS. **Ask your IT or EDI team to confirm whether an inbound tender (EDI 204) or revision covering the shipment already arrived** before you contact the shipper. Have them search your integration logs by the shipper's ISA/GS identifiers, the pickup date, and any BOL, PO, or shipment reference.

    Owlery sends every tender and revision it holds, so if **Quotes & Tenders** shows the load, the corresponding 204 was transmitted to your endpoint — your team can trace it on their side. Also check for a queued or failed functional acknowledgement (997) that could indicate the message was received but rejected during processing.

    Follow the [EDI Guidelines](https://owlery.ai/open/edi-guidelines) for file handling, identifiers, and acknowledgements. Process an update as a revision to the existing load, and record the transaction identifier and any validation or acknowledgement error before escalating.
  </Tab>

  <Tab title="API">
    Check your request logs for the quote or tender identifier, request time, HTTP status, and response body. Confirm that your credentials are for the expected carrier-to-shipper connection.
  </Tab>
</Tabs>

## Before Asking the Shipper to Resend

Work through these checks in order. Each one resolves most missing-tender reports without a resend:

1. **Search Quotes & Tenders** with filters cleared. If the load appears, respond to it directly — no resend is needed.
2. **For EDI, check with your own IT or EDI team first.** Have them confirm whether the inbound 204 or revision already reached your integration and simply has not surfaced in your TMS. This is the most common cause of a "missing" EDI tender.
3. **Confirm what the shipper actually sent** — an original tender, a load change to an existing tender, or a cancellation. These actions can share the same Load Number, so resending an original tender when the missing message was a change can create duplicate work in your TMS.

Only ask the shipper to resend after these checks show the tender is not in Owlery and did not reach your integration.

## When to Contact Owlery Support

Contact Owlery only when the checks above confirm the load is not in **Quotes & Tenders** and your IT or EDI team cannot find the inbound message in your integration. Owlery Support cannot create a tender the shipper never sent — that request goes to the shipper.

When those conditions are met, email [support@owlery.ai](mailto:support@owlery.ai) with:

* Your carrier name and SCAC.
* The shipper name.
* The Owlery ID, Load Number, and any BOL, PO, or reference number.
* The date, time, and time zone when the shipper sent the tender.
* Whether you expected email, Carrier Portal, API, or EDI delivery.
* The carrier email address or ISA ID used for delivery.
* A screenshot of your **Quotes & Tenders** search and filters.
* For EDI, the transaction identifier, time received, and any validation or acknowledgement error.
* For API, the request timestamp, endpoint, HTTP status, and response body.

Owlery can use those identifiers to trace the message without asking the shipper to create a duplicate tender.