How to correct shipment status errors using self-service rollback

The self-service rollback feature allows you to correct shipment status errors directly in the app. You can use this feature to fix mistakes such as:

• Your progress is incorrectly showing as on your way to a pickup or delivery 

• A stop [pickup/delivery] incorrectly being marked as an arrival

• A load incorrectly being marked as completed

1. Open the affected load.

   • For completed loads, tap into the "Missing docs" section

2. Select the rollback situation. Options may include:

   • Not headed to [pickup/delivery] yet?

   • Not arrived at [pickup/delivery] yet?

   • Not completed your last stop yet?

3. Select a reason for the rollback

4. Tap “Update Status”

Note: When rolling back a status in the past, the app will verify your location at that time. The update will only be approved if location data confirms you were near the facility. 

Yes, you’ll have direct visibility into the ETA we’re tracking, as well as the marked arrival and completion times.

Marking each stop as completed is factored into your App Use score, which is reflected in your carrier scorecard. Maintain a high score to look more attractive to brokers. Learn more about App Use here.  

Marking pickup and delivery stops as completed is also required to get a discount on QuickPay. Learn more about QuickPay and its requirements here.

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