We expect carriers on our network to uphold a high standard of service. Carriers who act respectfully, professionally, and politely upon arrival at the pick-up or delivery location tend to have a higher rating.
What to do when you arrive at a stop
Upon arrival at a stop, please click the "I have arrived" button to confirm your presence. Be sure to update your status in real-time to ensure accurate updates for our shippers. Completing stops in the app when you are not present at the location may impact your ability to receive loads in the future.
When you confirm arrival in the app, the onsite contact gets an automated call. They may call you back if needed. Note that you only need to manually call them when you arrive if you can't check in on-site.
Please note: Loads have a 30-minute grace period before and after the scheduled pick-up time; please arrive within that window. In cases when you arrive outside the allotted time, you will receive a warning message for late arrival. In the future, late arrival may have an impact on your eligibility for new loads.
Carriers are expected to wait 20 minutes before departing the pick-up location. This time will allow the customer to get the freight ready. Staying beyond the 20 minutes may result in additional wait-time payouts.
Review your shipment details.
Here you will see all of the details necessary for your shipments, like reference numbers, contact information, and freight details. You will need the shipper's contact information to check in. We've organized your pick list in a specific order to load your truck properly for delivery. The stops in your schedule are routed for maximum efficiency. Completing stops out of order may lead to late arrival and is highly discouraged.
Submit notes and photos to Mothership.
Tip: Take photos of the freight at each pick-up and delivery to protect you in the event of missing or damaged cargo. Learn more about protecting yourself against damages here.
Collect the Shipper or Consignee's name and signature.
Without signatures, you are liable for any damage or loss during transit and have no confirmation of delivery/pick-up. Hand your phone to the shipper to collect the required digital signature. Once you have submitted the digital signature, you have completed the job and can head to your next stop.
For a delivery that requires a delivery receipt:
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Collect signatures upon every delivery. Ensure you have both signatures (yours and the consignee's) after each delivery.
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Notate undelivered shipments as an exception. If freight cannot be delivered, write the reasoning on the delivery receipt. Typically it is "business closed," "asked to reschedule the delivery," and "refused - damage."
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Scan all of your delivery receipts. It is not a requirement to return the physical delivery receipts. However, we recommend saving your DRs or taking mobile photos if there are any issues with scanning.
Please visit this article to learn more about how to scan delivery receipts.
Bring the freight and hard copies of delivery receipts back to the terminal for returns. Learn more about our return policy here.
What to do if you’re running late for a stop
If you're running late, you can tap into any of the stops on your schedule to call the location to ask if you can arrive late.
Please note that you must get approval from the on-site contact at the delivery location in order to change the arrival window. If you cannot reach the on-site contact, you will not be able to edit the arrival window.
What to do if you’re running late and you cannot reach the on-site contact:
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For pick-ups: You can try to make the stop (as is), or you can cancel the load.
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For deliveries: You can try to make the stop (as is) or redeliver the next business day at the same arrival window.
See How to change service windows in the Mothership app for a more detailed breakdown.
AI-powered chatbot assistance at delivery
We’ve introduced an MVP version of an AI-powered chatbot in the Mothership Carrier App to simplify the process when you can’t unload. If you cannot unload at delivery and you’ve called the customer and receiver, you can now message the chatbot to discuss next steps. The chatbot will collect the required details and automatically schedule a redelivery or return for you, directly in the app.
At the end of the conversation, the chatbot will create an AI summary of the situation, which you can then confirm to proceed to next steps.