1️⃣ Checking Facility Hours Before Arrival
1️⃣ Before heading to a facility, review Facility Info when accepting the load to check its operating hours.
2️⃣ This helps you avoid arriving when the facility is closed.
2️⃣ If You Arrive and the Facility is Closed
1️⃣ Access Support in the App:
Go to: Menu > Support > Issues with Pickup/Dropoff > Facility is Closed
2️⃣ Select the facility and choose the appropriate reason.
3️⃣ Facility Closure Scenarios & Next Steps
⏰ Facility Opening Soon
You’ll be informed of the reopening time.
If the wait is reasonable, you’ll be asked to wait.
🏠 Facility Temporarily Closed (One-off Closure or Holiday)
1️⃣ Go to: Menu > Support > Issues with Pickup/Dropoff > Facility is Closed > Temporary
2️⃣ If you haven’t picked up the load yet or your stop is an empty drop-off, a TONU (Truck Order Not Used) will be issued.
3️⃣ If you have a loaded trailer, our Ops Support Team will assist in finding a resolution.
🚪 Facility Always Closed at This Time
1️⃣ Go to: Menu > Support > Issues with Pickup/Dropoff > Facility is Closed > Always Closed at This Time
2️⃣ If you haven’t picked up the load yet or your stop is an empty drop-off, a TONU will be issued.
3️⃣ If you have a loaded trailer, our Ops Support Team will assist in finding a resolution.