Tracking and exceptions

Dispatcher/Ops follows a shipment through the events reported against it. Tracking events retain event type, timestamp, location, notes and raw payload with shipment and tracking provider references. Shipment Milestone Update From Tracking Feed advances the shipment lifecycle and fills missing pickup or delivery dates. Planned delivery date remains the commitment against which arrival is compared; an event history is not a reason to rewrite that commitment.

The active milestone workflow moves the shipment forward and checks conflicting timestamps before stamping an opposing milestone. A late-arriving pickup event must not move a Delivered shipment back into transit. Held, Returned and Exception events leave this lifecycle handling alone; Dispatcher/Ops reviews their operational meaning through the relevant evidence and exception work.

• Preserve the event. Tracking events are the movement log. Tracking provider records describe the source type and connection settings. Choose the tracking transport and credentials with your carrier or visibility provider during setup.
• Separate the exception. Shipment Exception Alert creates exception records when a tracking event is Exception. It derives exception type and severity from carrier notes and records an assignee only when a real user identity is available. Dispatcher/Ops records resolution notes and follows the issue from Open through In progress to Resolved.
• Keep waiting-time evidence. Detention records connect a shipment and optional stop to arrival time, departure time, free-time allowance and justified hours. Charged hours and charge amount capture the billed side. A delay event by itself cannot justify a detention charge without the relevant time and contract evidence.

Choose the event source and map its values to the movement milestones the team uses. Rehearse the timestamp meaning with the carrier so a time recorded in a note is not mistaken for the actual event time. Keep the source payload available for explanation, and agree how operational staff handle a timestamp that contradicts an already recorded milestone.

Decide who follows each severity and how Dispatcher/Ops involves Logistics Manager. Agree how assignees are identified and how a handoff is recorded when another person takes over. Use Open Exceptions to compare the issue, responsible person and latest resolution note. An escalation should leave the original carrier note available so Logistics Manager can explain the decision.

Enter a picked up event for an accepted shipment, then an in transit event. Inspect the shipment state and its actual pickup time. Next replay an older event after delivery. The lifecycle must stay forward, and an existing date must remain intact. Enter a contradictory delivery timestamp and check the documented skip-and-log behavior.

Record a carrier Exception note about a refused delivery. Dispatcher/Ops reviews the resulting exception record, its type, severity and assignment evidence, then records the resolution. If detention is disputed, compare the linked stop arrival and departure with the justified waiting time before the audit team reviews the invoice. Confirm the communication to the carrier through the agreed connection and retain the response with the operational follow-up.

• In-Transit Board — Accepted and moving shipments grouped by progress, so Dispatcher/Ops can follow the next handoff.
• Open Exceptions — Open, in progress or Escalated issues with type, severity and recorded assignee.
• Detention Pending Justification — Pending waiting-time evidence for review before accepting a charge.

Follow tracking to delivery and review detention evidence.