Documentation/Visibility·3 min read·Updated Nov 8, 2026
Exceptions
Exceptions is one inbox of the problems on your shipments that need attention, most severe first. Filter by status and type, open the shipment, and resolve an exception with a reason.
What counts as an exception
An active shipment shows up in Exceptions when its risk of missing the appointment is Medium or High. Common causes:
- The predicted arrival is after the appointment.
- The driver doesn't have enough driving hours left to get there on time.
- A traffic incident or a weather forecast on the route.
- A long wait at pickup, longer than usual for that facility.
- No location update for more than an hour.
Shipments at Low risk and delivered shipments are not listed. When nothing needs attention, the page says Nothing needs attention right now.
Sorted by risk
The list is sorted from the highest risk to the lowest, so the first item is always the one to look at first. Each item shows the shipment, its lane and carrier, the reasons, the risk level, the predicted arrival and the appointment.
- Step 1Start at the top of Exceptions.
- Step 2Read the reasons. They tell you what to do: call the carrier, warn the receiver, or move the appointment.
- Step 3Open the shipment for the full timeline and tracking details.
Tip
The Overview shows the top items under Needs attention, so you can triage without leaving the home screen.
The live inbox
When Exceptions shows Live data, the list comes from tracking, which raises an exception automatically when it detects a problem:
| Type | When it opens | When it closes by itself |
|---|---|---|
| Late | The appointment window of a stop has ended and the truck hasn't arrived. | The truck arrives, or the appointment changes. |
| Tracking lost | A shipment in transit hasn't sent a position for 30 minutes (2 hours while at a stop). | Positions come back. |
| Long dwell | The truck arrived at a stop and hasn't left for more than 2 hours. | The truck leaves. |
- Choose Open or Resolved, and a type, at the top of the list. Use Next page to see more.
- Each item shows the type, the severity, the shipment (click it to open the shipment), the stop, and how late or how long it was when it opened.
- Open exceptions on a shipment also show on the shipment's page, under Exceptions.
- The thresholds (30 minutes, 2 hours) are settings and can be different for your organization.
Resolving an exception
- Step 1Click Resolve… on the exception.
- Step 2Choose a Resolution, such as Confirmed with the carrier or False alarm, and add a note if it helps your team.
- Step 3Click Resolve. The exception moves to Resolved, with your resolution and note.
| Message | What to do |
|---|---|
| Your role can view exceptions but not resolve them. | Resolving needs a role with the resolve permission. Ask an admin. |
| Someone already resolved this exception. / This exception changed while you were looking at it. | Reload the page and check the latest state. |
| The form expired. | Reload the page and try again. |
Good to know
A resolution you make sticks: the same problem isn't raised again for that stop. If the problem comes back later, a new episode reopens the exception. Exceptions that close by themselves show Resolved automatically and the reason, such as Truck arrived.
Planned: working exceptions as a team
| Feature | What it does |
|---|---|
| Owners | Assign an exception to a person, so everyone knows who's on it. |
| Comments | Notes on the exception, shared with your team. |
| Custom resolution codes | Your own list of resolutions, for reporting. |
| SLAs | A target time to respond, with a warning when it's about to be missed. |
| Playbooks | Suggested next steps for each type of exception, such as proposing a new dock slot. |
| Alerts | Get notified when a new exception appears. See Notifications. |
Planned
Owners, comments and playbooks arrive in Phase 2. Automated playbooks that act for you (for example, rescheduling an appointment) come later, with orchestration.