Carriers
Apps: Web, iOS, Android App Version: 1.4.1
Overview
- Handling Returned Loads
The Shipper may find errors in my submission of a load, like blurry images or an incorrect scale ticket. The Shipper will Return the load back to me, with a message, to resolve the issues and re-submit the load. They will not be able to approve or pay the load(s) until the issue is resolved and the load is re-submitted.
This guide will walk through how to handle Returned loads.
Handling Returned Loads
- Login to the Roger web command center and go to the Loads tab
- Returned Loads will show up in the Open Loads view
- Find the Returned load and click Edit (Tip: use Filters on the Status field to find Returned Loads)
- Review the Return Message to understand the issue
- Driver on the Mobile app will see a returned load with a red returned banner. If Driver needs to make any updates, the Carrier can contact the driver to get the issue the resolved
- If the Driver makes the changes and re-submits the load, the load will still be present on the Carrier's Open Loads tab, in Returned status with the Driver Submitted Icon
. The driver cannot directly submit to the Shipper.
- Make the necessary Edits (e.g. new scale ticket images, correct weights)
- Click on Re-submit Load to send the load back to the Shipper for review.
- First login to the Roger app and tap on the Loads icon at the bottom of the screen
- A Returned Load will be indicated by a Red Returned banner above the returned load in the Open loads tab
- Tap on the load card to view the Return Message
- The Driver will similarly see the returned load on their open loads tab. Either the Driver or the carrier can make the needed updates to the load. The carrier can choose to contact the Driver to ask them to address the issue.
- If the Driver makes the changes and re-submits the load, the load will still be present on the Carrier's Open Loads tab, in Returned status with the Driver Submitted Icon . The driver cannot directly submit to the Shipper.
- Make the necessary edits and tap Re-submit for Payment at the bottom of the screen
Note
- Once a load is re-submitted, the load will move to the Submitted loads tab
- Returned loads will show up at the top of the Open Loads Mobile view
- On Mobile, if notifications are turned On, then Carriers and Drivers will get a notification that a load was Returned
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