Handle incidents: failed deliveries and what happens next

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 consignments 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.
• 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 Consignments 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.

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 consignment 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 cancelled consignment 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.