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Frequently Asked Questions

  • How do I access RXO Connect?

    • To access RXO Connect, users must fill out the RXO Connect user request form found at www.charterrxo.com.  Please allow 24-48 hours to receive login credentials.

 

  • Can I share my password with a colleague to create a shipment request?

    • Passwords should not be shared with anyone.  If a colleague within your organization needs access to RXO Connect, they should fill out the RXO Connect user request form at www.charterrxo.com.

 

  • What do I do if am experiencing technical issues with RXO Connect?

 

  • Can I send an email to request a pickup?

    • Yes.  One-off requests can be sent to charter@rxo.com.  Please include “Order Request” in the subject line along with the origin city and state.​

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  • I cannot find my Purchase Order in RXO Connect.  What should I do?

    • Please reach out to your Charter contact for assistance with your PO.

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  • Why can't I select my PO to schedule a pickup?

    • If your PO is greyed out and cannot be selected, it has been fully shipped, closed, cancelled, expired, or has not been approved for shipping.  Please reach out to your Charter contact for further assistance. 

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  • Can I ship more than the open quantity that is shown on my PO in RXO Connect?

    • System tolerances will allow shipping of up to 3% over the total PO quantity or up to 10% over the total length.  If you need to ship a quantity that exceeds the tolerance, please reach out to your Charter contact to request a revised PO.

 

  • When can I expect my shipment to get picked up?

    • Shippers will receive a BOL via email detailing the expected pickup date, pickup time and carrier.  Shippers can also look up shipment details in RXO Connect.

 

  • Can I cancel a shipment anytime or make changes?

    • Change requests should be submitted to the RXO team at charter@rxo.com at least 24 hours before the scheduled pickup.

 

  • Can I intercept or expedite a shipment?

    • Shipment intercepts or expedite requests must be approved by Charter.  Please contact the RXO team at charter@rxo.com with intercept or  expedite requests.

 

  • Can I contact RXO with additional questions?

    • Yes, the RXO team is available to assist with any shipping related questions.  Contact us at charter@rxo.com.

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