As your drivers run their routes, they’ll inevitably run into situations on the field that don’t align with expectations; things like damaged or overloaded containers, inaccessible service locations, etc.
Hauler Hero calls these “exceptions.” Exceptions are generated in the system when your drivers report and enter them manually and, if your team uses Hero Vision*, automatically whenever the system detects one.
You can then review these exceptions via Review > Exceptions. In this section, you can review what exceptions have been recorded in your system and, more importantly, review “pending” exceptions, issues that need a second opinion to confirm whether or not a situation is a valid exception.
* What is Hero Vision?
Hero Vision is our AI-powered camera intelligence system. By running with our on-truck Hero Edge unit, it works with the fleet cameras you already have and matches video clips to their corresponding work orders the moment a stop is complete.
Instead of manually retrieving and scrubbing through your footage, your team gets timestamped, GPS-verified videos tied directly to each job, making it easy to resolve disputes, confirm service completion, and support billing or compliance needs in seconds instead of hours.
If you’re interested in trying out Hero Vision, reach out to: herovision@haulerhero.com.
Where can I see what exceptions to review?
Go to Review > Exceptions. This will bring you to a list of all exceptions associated to a work order. Take note of the filters we provide to help you narrow the list of exceptions you see:
Status -- All, Pending, Confirmed, Rejected
Timeframe -- All Time, Last 7 Days, Last 30 Days, Last 90 Days
Sort -- Newest first, Oldest first
Exception Type -- Contamination, damage, no access, overloaded, etc.
Source -- Vision (ML), Driver Reported, Manual (created in CRM)
To view exceptions that are pending review, set the Statuses filter to “Pending.”
What information will I be provided on each exception I review?
First, open any of the exceptions that you have by clicking its expand icon.
In the details view that expands out, you’ll see:
Photo and/or video evidence of the issue
Videos can be played back in CRM.
You can also capture screencaps as you watch videos by clicking “Capture.”
We’ll mark each screencap on the trackbar with an orange bar.
Your screencaps will show up below the video within Evidence.
A map pinning the location of the issue
What work order the issue pertains to
Clicking this will take you to its Work Order Detail View
Which driver reported the issue
It may say “Unassigned” if no driver’s associated
Route and container information
Where and when it was recorded
Its current status (pending, confirmed, or rejected)
A note specifying what happens if you confirm this exception
A note categorizing the type of exception you’re reviewing
How do I confirm or reject an exception?
Exceptions whose status is “Pending” require someone to review and either confirm or reject the exception. First, locate, expand, review the exception in question; its evidence, details, etc.
Click Log Issue to flag that the exception was incorrectly created (i.e. associated to the wrong order, miscategorized, etc.).
Click Reject to reject the exception.
Or Confirm Exception to confirm it.
Confirming it will perform the “After Confirmation” action listed above Evidence, as well as ask if you’d like to notify the associated customer and/or apply a fee to address the exception. Click Send & Confirm once you’ve specified what you want to happen to confirm the exception and carry out your instructions.
SMS can only be sent if your Hauler Hero account has successfully registered for SMS usage.
Coming soon
We have a couple features around Exceptions Review that are on our roadmap as of September 2026:
The ability to notify your customer via email instead of just SMS
The ability to set a default message for SMS and email
The ability to apply a fee to your customer’s next invoice after confirming an exception
If these are particularly important to your day-to-day, let us know!
What if I accidentally confirm or reject the wrong exception?
You can reverse your most recent action by clicking “Undo” at the top right of the Exceptions list view after you’ve confirmed or rejected an exception.
Feedback? Questions?
We'd love to hear your feedback to help us improve your experience. Please submit feedback through the chat bubble or email to support@haulerhero.com.