Transport orders

# Handle incidents: failed deliveries and what happens next

Record what went wrong at a stop, such as a refused delivery or damaged goods, and choose the follow-up: a new attempt, a return, a hold or a cancellation.

Updated October 13, 2026

**Who can do this:** The incidents platform feature. Seeing incidents needs get:incidents, reporting one create:incident and choosing a follow-up update:incident.

An incident records why a stop did not go as planned: the consignee refused the goods, the address was closed, goods were damaged. Each incident has a type, the shipments it concerns and a follow-up that decides what happens next. Transportial then creates the new work for you, such as a new delivery attempt in the planning pool.

## How incidents are created

* **By the driver.** When a driver marks a stop in OpenMove as **Partly done** or **Not able to do**, the app asks **What went wrong?** and shows the incident types. Some types require a photo or a remark before the driver can complete the stop. See [Execute a stop](/en-us/help/openmove-execute-a-stop).
* **Automatically from a failed stop.** When **Create an incident when a stop fails** is on (the default), a failed stop always becomes an incident. If the driver did not pick a type, Transportial chooses one from the words in the reason, or uses the fallback type.
* **By a planner**, as described below. Subcontractors in the carrier portal report incidents the same way when they record a failed stop.

## Report an incident yourself

1. Open the transport order.
2. Open the options menu (⋮) and click **Report incident**.
3. Under **What happened**, choose the **Incident type**, the **Shipments** and optionally the **Stop (optional)**. Add a **Remark** and **Photos or files** when the type requires them.
4. Under **Follow-up**, choose what should happen, or **No follow-up** to decide later.
5. Click **Report incident**. The **Incidents** tab of the order opens.

## Choose the follow-up

Open incidents appear in the **Incidents** tab of the order and, with the exceptions feature, as an **Incident** in the exceptions list with each follow-up as an alternative. The type's default follow-up is listed first.

1. Click **Choose follow-up** on the incident.
2. Choose the follow-up. For a hub or depot, pick the **Location** (leave it empty for the default from the settings). For a new attempt, optionally set **New attempt from (optional)** and **Add to trip (optional)**.
3. Click **Apply follow-up**.

In the exceptions list, **Accept** on an alternative applies that follow-up with the default settings. See [Handle planning exceptions](/en-us/help/exceptions-view).

| Follow-up                              | What Transportial does                                                                                                                             |
| -------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- |
| **New delivery attempt**               | Creates the failed stop again at the same address, moved to the date you choose or by the number of days in the settings (1 by default).           |
| **Return to the pickup address**       | Adds an unloading stop at the address where the goods were picked up.                                                                              |
| **Via a hub, then deliver**            | Unloads at a hub, loads again there and delivers onward to the original address.                                                                   |
| **Park at a depot, then deliver**      | The same, via a depot.                                                                                                                             |
| **Cancel the shipment**                | Cancels the shipment. With dead freight on (the default) the order stays invoiceable; otherwise an order without active shipments is canceled too. |
| **Put on hold**                        | Puts the shipment on hold with the incident as the reason. See [Put an order or shipment on hold](/en-us/help/hold-transport-order).               |
| **No replanning (accept the failure)** | Accepts the failed attempt, so the shipment no longer needs replanning.                                                                            |

New stops land unplanned in the planning pool, or at the end of the trip you chose. Applying a follow-up resolves the incident: its status changes from **Open** to **Resolved**. If a follow-up fails, the incident stays open with the error.

## Incidents that affect the whole stop

Some types, such as **Closed** or **Address not found**, apply to the whole stop. When such an incident is reported, every shipment that was still to be loaded or unloaded at that stop is marked as failed and added to the same incident, so you handle them all in one go.

## Set up incident types

1. Open **Settings**, click the **Environment** tab and open the section **Incidents**.
2. Set the general options: **Create an incident when a stop fails**, **Apply the type's default follow-up immediately** (off by default), **Keep a canceled shipment invoiceable (dead freight)**, **Days to shift a new delivery attempt**, **Type when nothing matches**, **Default hub (via a hub)** and **Default depot (park at a depot)**.
3. Under **Incident types**, change the built-in types or click **Add incident type**. Each type has a **Name**, a **Default follow-up**, the words in a driver's reason that pick it, and the switches **Active**, **Visible to the customer**, **Photo required**, **Remark required** and **Applies to the whole stop**.
4. Click **Save**.

The built-in types are **Refused by consignee**, **Address not found**, **Closed**, **Damaged goods**, **Shortage**, **Wrong goods**, **Waiting too long** and **Other**.

Customers see incidents of types that are **Visible to the customer** on their order in the customer portal, with the follow-up and when it was resolved. To notify someone, use the trigger events **After an incident is reported** and **After an incident is resolved** in [message automations](/en-us/help/message-automations).

## Related articles

* [Handle planning exceptions](/en-us/help/exceptions-view)
* [Execute a stop](/en-us/help/openmove-execute-a-stop)
* [Put an order or shipment on hold](/en-us/help/hold-transport-order)
* [Read action results](/en-us/help/action-results)
* [Send messages automatically with message automations](/en-us/help/message-automations)

## Still need help?

Our support team is happy to answer any question about Transportial.

[Contact support](/en-us/contact)[Report an issue](/en-us/report-issue)

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Canonical page: https://transportial.com/en-us/help/incidents