You know your costs. You sell a load at $100 expecting to make $20, and yet when done and told you only make $3.50.
What happened?
Likely someone will blame the driver, another will accuse the customer of wasting time. Perhaps another will say we missed paperwork, someone might suggest we made an error when we booked the load. All kinds of plausible reasons.
Clearly something/s during the lifecycle of that order was not quite right and you had to rework things. Deal with unexpected changes. Make adjustments on the fly. You applied people to fix things.
Bottom line you leaked money! Others would say you eroded your profits!
Let us take a step back and follow the lifecycle of the order to get a better appreciation;