What happens if I am unable to load?
If you are unable to load at pick-up due to circumstances out of your control, you can remove the load from your schedule without having to contact support. Removal from your schedule is not considered a cancellation, and you will not be penalized.
Loads can be removed from your schedule if:
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The freight is not ready upon arrival.*
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The business is closed.
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The freight is larger than indicated in the offer.
*After arriving within the expected pickup/delivery time, carriers on our network are expected to wait up to a maximum of 20 minutes before wait time fees are incurred. To learn more about how wait time fees are calculated, please read this article.
How do I remove a load from my schedule?
At pickup, open the app and tap “can’t load,” then select the reason why. Please note: You must be at the pick-up location in order to remove the load from your schedule.
It's important to remember that only "freight not ready" qualifies for self-removal. The other reasons will require you to contact support.
If you've selected "freight not ready," a countdown at the bottom of your screen will indicate how much longer you’re required to wait. Once the time is up, select “continue.”
Review your payout for this pick-up attempt and confirm you are unable to load this pick-up.
You will be directed to your updated schedule with a confirmation banner that the pick-up has been successfully removed.