How to record detention when truck drivers wait too long for loading/unloading

I recently ran into a specific issue while line-haul trucking to a customer's warehouse for unloading: the driver waited at the dock for three hours, but the customer refused to pay the detention fee, claiming there was no timely notification or signed proof. On the surface, it looks like a single point of failure, but it actually involves processes, systems, and on-site communication. Instead…