Introduction
While servicing AF LTL loads, you may encounter a disruption, something that causes you to be late or not able to pick up freight from a Shipper. Each topic in this course will provide step-by-step instructions and screenshots of how to report a specific disruption and when to use it.
Time
This course will take approximately 20 minutes to complete.
Navigating This Course
This course is mobile friendly. You can take it on your phone or on a computer. Select the cards below for tips on taking this course on your phone.
Press the tabs below to learn the meaning of each color status.
Click the magnifying glass icon (+) to zoom in and click again to return to normal size.
When you see a "CONTINUE" button, select it to unlock the next section of the course.
Rotate your phone for better access to course content.
If you are experiencing a delay that will will make you late to your next stop, the Relay Mobile app has a specific reporting mechanism that can be used. To access the reporting feature press the question mark at the bottom right hand side of the app.
Reporting a Delay
Once you open the reporting feature there is a series of steps to accurately report on the delay.
Press the (+) icon below to view the rest of the steps.
Press Report an issue.
Note: Open Debug is not present in Driver’s app
Press Report a Delay.
Press Reason. Select the reason from the drop down.
The image below shows some of the possible reasons.
Press When will you be moving again? Select a time from the drop down.
The image below shows some of the possible times.
Enter any helpful notes as needed. Then, press Submit.
After pressing Submit, you should receive a notification in the Relay Mobile App letting you know that your message has been successfully sent to Relay Operations Center (ROC).
Press the START button or on the arrow below to learn about uploading documents.
If your pre-registration information is incorrect, please update it to reflect the correct information. This can avoid additional barriers later on.
The steps to do so are outlined below. Press each image to view a larger version:
‘Freight can’t be picked up’ is probably one of the most used disruption reason. It is very important to fully understand each use case for this code. The possible reasons for this code are:
- Shipper Closed
- Shipper Refused
- Driver Refused
- Wrong Equipment
- Freight Is Not Ready
- Issue Not Listed
Press the START button or on the arrow below to learn about uploading documents.
Press the START button or on the arrow below to learn about uploading documents.
If you are approaching Hours of Service limits, use the Relay Mobile App to report this. Note: This should only be used when a driver is nearing Hours of Service limits, not multiple hours before.
Press the (+) icon below to view the full process:
In the Relay Mobile app, press the question mark.
Press Report an issue.
Press Out of Hours of Service.
In the load notes, provide the ARN(s) not able to be picked up and reference being near out of hours.
For example, “ARN 456874238 not able to be picked up due to approaching HOS limit.” Then, press Submit.
You will be instructed to wait at the nearest safe spot while an operator is called to provide next step(s).
In the event you have a mechanical issue with your tractor or the trailer, you should report this.
View below to see the full process:
Infrequently, you may encounter some sort of app issue. To identify how to fix it, you can follow the following steps.
Press the (+) icon to view each step.
In the Relay Mobile app, press the question mark.
Press Report an issue.
Press App Issue.
Press App is Stuck.
Follow the directions listed on the help page.
If that does not help, press the back arrow. Then, please follow steps 1-3 and move to step 6.
Press Issue not listed.
Enter your phone number and click Request a callback.
Wait for the dispatch and disruption (D&D) team (formerly known as ROC LTL) to call you back.
Note: Do not continue on until you receive a call back. If needed and possible, move to a safe and legal waiting spot.