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Requesting a transport order cancellation

A transport order is born when a carrier accepts one of your loads, and from that moment it is a commitment between two companies. That is why you cannot cancel it on your own: cancellation on Truckscanner is bilateral. You send a cancellation request, the counterparty approves or rejects it, and only with approval does the transport order really close. This page walks you through requesting a cancellation and explains what to do when the carrier is the one asking you.

Forwarder

Before you start

  • A forwarder account with the ADMIN or OPERATOR role on your company.
  • A transport order still in a «live» status: cancellation can be requested only for transport orders in «Confirmed», «Pickup», «In transit» or «Problem» status. On a transport order already «Delivered» or «Cancelled» the action is no longer there.
  • The action lives in the Operational & Transport → Assigned mandates section.

Requesting the cancellation

1. Open the «Request cancellation» action

From the left-hand menu open «Assigned mandates». In the table, find the row of the transport order you want to cancel and, in the last column, click the «Request cancellation» icon (the circle with a bar, the no-entry symbol).

The icon appears only if the transport order is in a cancellable status. Alternatively you can start the request from the transport order detail drawer: clicking the row opens the drawer, and at the bottom you find the «Cancel» button with the same no-entry icon.

2. Write the cancellation reason

The «Request mandate cancellation» dialog opens, with the explanation «Enter the reason for the cancellation request. The counterparty will have to approve or reject it.»

In the «Cancellation reason» field (1) write why you are cancelling (e.g. The client called off the shipment: the goods are no longer ready for pickup.). The reason is mandatory and must be at least 10 characters long: until you fill it in enough, the confirm button stays disabled and, below the field, the warning «The reason must be at least 10 characters» appears. Write a clear reason: it is exactly what the carrier will read to decide whether to approve.

3. Send the request

Click «Send request» (2). The toast «Cancellation request sent» appears and the dialog closes.

The transport order immediately moves to the «Cancellation requested» status. Opening its detail drawer, at the bottom you find a message reminding you that you requested the cancellation — with the date and time it was sent — and that the request is «Awaiting response.»: the ball is now in the carrier's court.

What happens next

As soon as you send the request:

  • The transport order moves to the «Cancellation requested» status: you see it both in the row status badge and in the drawer header.
  • The carrier receives an in-app notification and an email alerting them to the request and reporting the reason you wrote.
  • Until the carrier responds, the transport order stays «on hold» awaiting an answer: the «Request cancellation» action is no longer available (the request has already gone out) and you see the «awaiting response» message.

From here there are two possible outcomes:

  • The carrier approves → the transport order moves to the «Cancelled» status and closes for good. You find it in the «Cancelled» tab, out of the workflow.
  • The carrier rejects → the transport order returns to its previous status (Confirmed, Pickup, In transit or Problem) and the transport continues normally. If needed, you can send a new request.

In both cases you receive a notification with the carrier's decision.

When the carrier requests the cancellation

Bilateral cancellation also works the other way round: the carrier too can ask to cancel a transport order. In that case you are the one who has to approve or reject.

When the carrier sends a request, you receive a notification and the transport order moves to «Cancellation requested». Opening the transport order detail drawer, at the bottom you find a red box with the message «The counterparty has requested cancellation. Reason: ...» and the reason written by the carrier, accompanied by two buttons:

  • «Approve cancellation» — opens the «Approve cancellation» dialog with the warning «Confirm cancellation of the mandate? This action is irreversible.». Here a «Reason (optional)» field lets you add a note; click «Approve cancellation» to confirm. The transport order moves to «Cancelled».
  • «Reject» — opens the «Reject cancellation» dialog, which asks you to «Enter the reason for rejecting the cancellation request». Here the reason is mandatory (minimum 10 characters); click «Reject» to confirm. The transport order returns to its previous status and the transport continues.

In both cases the carrier receives the notification of your decision.

Impact on other roles

What the other side sees

Carrier

When you request the cancellation, the carrier you handed the transport order to receives an in-app notification and an email with the reason you wrote. They open the same transport order from their «Transport orders» section and, in the drawer, find the buttons to approve or reject your request. Until they respond, the transport order stays on hold for both of you: neither side can close it unilaterally.

What the other side sees

Shipper

The client does not handle the transport order cancellation — it is a matter between forwarder and carrier. If, however, the transport was already in progress and visible to the client, an approved cancellation interrupts the tracking the client was following: consider warning them through your own channels.

Common problems

See also