The When delivery issues occur notification helps you inform the right people when selected delivery issue types are reported on road transports.
Use this rule to react faster to exceptions that may affect pickup, delivery, customer communication, or operational planning.
When to use this notification
Use this notification when you want to:
monitor selected delivery issue types;
notify teams responsible for exception handling;
focus on issue types that require follow-up;
include company-specific custom delivery issue types where configured.
Available for
This notification type is available for Road transports for customers who already are getting the delivery exceptions via Driver App from their carriers.
It can be created across multiple transports from the Notification rules section, or for a specific road transport from the transport detail view.
How the trigger works
You select one or more delivery issue types. The notification is sent when a matching road transport has one of the selected delivery issues.
The available issue types can include standard delivery issue types and company-specific custom issue types, depending on your company configuration.
For notification rules across multiple transports, the rule applies to working road transports and can be narrowed down with additional custom filters.
Recipients
You can add transport-level recipients by email or SMS. For each recipient, you can select the notification language.
Stop-level recipients are not available for this notification type.
How to set it up
Open Notification rules from the side menu.
Select Add notification rule.
Choose Road as the transport mode.
Select When delivery issues occur as the notification type.
Choose one or more delivery issue types.
Add optional custom filters, for example carrier, customer, site, user, or stops.
Add one or more recipients.
Add a rule name.
Save the rule.
Example
A customer service team wants to be informed when delivery issues are reported for transports belonging to a specific customer.
They create a notification rule with:
notification type: When delivery issues occur;
delivery issue types: the issue categories they want to monitor;
optional filter: selected customer;
recipient: customer service team email address.
When one of the selected delivery issues occurs on a matching transport, the team receives a notification and can follow up with the relevant stakeholders.
Good to know
Choose issue types that are meaningful for the recipients. A focused rule is easier to act on than a broad rule that notifies about every possible issue.
If your company uses custom delivery issue types, make sure the selected issue names are understood by the recipients who will receive the notification.
Learn more about other notification types here: Road Notifications