What is the new stop arrival process?

The stop arrival process has been redesigned to help carriers manage their pickups with fewer interactions with support. Carriers will now go through a simplified flow in the app, starting from arrival to checkout, and will handle any issues like load readiness, wait time, and shipment problems directly in the app. By using the automated process, you can get paid for wait time faster than manually handling the issue with Support.

How does this process reduce wait time issues?

The new process automates wait time tracking by starting the required wait time once you check in at a stop or attempt to check in. This helps ensure that both carriers and customers are on the same page regarding any wait time charges, with clearer documentation and steps to handle wait time issues.

Can I still request paid wait time?

Yes! After completing the required wait time, if you are still unable to load or check in, you can request additional paid wait time. The app will guide you through this by asking for a reason, a photo, and the name of the person authorizing the additional wait time at the stop.

What if the shipment isn’t ready when I arrive?

If a shipment is not ready at pickup, you can either cancel the shipment after the required wait time or skip it and process the other ready shipments. You’ll have the option to request additional wait time for skipped shipments.

What happens if I need support during a stop?

The goal of this update is to reduce the need for support during pickups. However, for complex issues or adjustments, support validation may still be required.

Will I be notified when the required wait time ends?

No notifications will be sent when the required wait time ends while you're loading, as we assume you’re already making progress. However, if the required wait time ends and you're still waiting to load, the app will prompt you to request paid wait time.

How can I cancel shipments?

You can cancel a shipment after the required wait time by selecting the reason from a predefined list. Depending on the scenario, you may need to take a photo and provide a brief explanation. Canceled shipments and related information, such as reasons and photos, will be shared with customers automatically.