This article explains how a VEDR event evaluation may be disputed. Events are evaluated according to the Minimum Standard for VEDR Triggering Events set forth by FedEx®. For more information on evaluations that impact KIs, refer to our Driver Action KIs help center article.
How to Dispute a VEDR Event
If you believe an event is evaluated incorrectly, you can dispute directly from the event details window. The disputed event will be re-reviewed and corrected if the original evaluation was made in error.
Notice: Events can only be disputed within seven (7) days of their review or until the end of the month in which they occurred, whichever comes first.
From the VEDR Events page on the groundcloud.io dashboard:
Click the Date of the event you wish to dispute.
Under the Evaluation section, click Dispute.
Select a reason for disputing the event from the list provided.
Click Dispute to submit and display a banner indicating Dispute Pending, which confirms your dispute submission. ??
Once submitted, a customer support representative will review your dispute to determine whether the original evaluation should be upheld, overturned or changed.
Out-of-Service Windows
Some disputes arise from circumstances where the vehicle should have been designated as "Out of Service".
Out-of-Service windows should be created when a vehicle is not performing services under a FedEx® agreement, including:
Service Provider Rental: When the vehicle is leased to another service provider.
Personal Conveyance: When the vehicle is used for personal business.
Maintenance: When the vehicle is in the shop.
Other Contractual Use: When the vehicle is performing non-FedEx® work.
Spare Vehicle: When the vehicle is parked and not in use.
Even if a vehicle is in "Out of Service" status, the VEDR device will still capture events, but those events will not be factored into KI calculations. Out-of-Service Windows must be created in advance. For detailed instructions, refer to our Adding an Out of Service Window article.
FAQ
How long do I have to dispute an event?
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You can only dispute an event for a limited time:
You have up to seven (7) days after the event is reviewed to submit a dispute.
You cannot dispute events after the month they occurred. Once KI results are finalized and reported to FedEx® at month-end, events from that month are no longer disputable.
In other words, an event must be disputed within seven days of review and before the end of the month it occurred, whichever comes first.
Who reviews disputed events?
GroundCloud reviews all VEDR events and performs re-reviews as part of the dispute process.
How long does the dispute process take?
Disputes can take 24–48 hours to be processed.
How will I know if a dispute is overturned?
If a dispute is overturned, the event will be removed from the Important list and moved to the All list, with "NONE" displayed in the Evaluation column.
What do I need to dispute a speed event?
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When disputing a speeding event, include any information that shows the posted speed limit was different from what the system used, such as:
Your knowledge of the local speed limit for that road or area
References to local laws/regulations that define the correct speed limit
Speed limit signs visible in the event video (e.g., “Speed Limit 65” sign in frame)
Our team will re-review the event using this information and the event video to determine whether the speeding classification should be updated.
What if my dispute reason isn’t listed, and why can’t I add comments?
The dispute tool uses a standard set of reasons to review events consistently and efficiently. For that reason, you can only select from the listed dispute reasons, and no option to add free-form comments is provided.
If none of the available options accurately describe your situation, this tool may not be the right way to dispute the event. In that case, please contact GroundCloud Support to explain your case and discuss possible options.