Whether you need to adjust a shipment’s details or report unexpected issues at pickup, our new in-app tools make it easy to stay on track and resolve problems quickly.
Here’s what you can do:
Correct the weight, size, or contents of a shipment.
Add or remove items from a shipment.
Report missing equipment, documentation, or accessorials.
Indicate damaged goods.
Cancel pickups if necessary.
What happens if I adjust a shipment?
Mothership’s support team will automatically review adjustments and issue additional payouts if applicable—no need to contact support. It’s important to note:
You’ll need to take a photo of the changes and provide an explanation for weight or size adjustments.
A location manager must sign off on the changes.
How do I know if adjustments will impact my route?
The app will notify you if the updated shipment size or weight exceeds your truck capacity or interferes with your schedule. This helps ensure adjustments won’t disrupt your ability to service the rest of your route.
Will I get paid more if the shipment is larger or heavier than originally listed?
Yes, if changes increase the shipment size or workload, your payout will increase. Support will review the adjustment and apply additional payouts automatically.
What happens if I need to cancel a pickup?
If the shipment is too large because the customer entered incorrect size or weight information, you’ll still be paid.
If the cancellation is due to an issue on your end (e.g., incorrect truck capacity or capabilities), no payment will be issued for the failed delivery attempt.
What documentation is required when reporting an issue?
You’ll need:
Photos of adjusted items or equipment issues.
The first and last name of the person approving the change at the pickup location.
Who will be notified when I report a problem?
The app automatically notifies Mothership’s support team and customers as needed.