Lesson 5: Status Codes & Exception Handling

Learn how to correctly update delivery status and handle problems the right way.

If the status is wrong, the delivery record is wrong. Status codes control visibility, customer updates, reporting, follow-up, and billing accuracy.

Problem Happens → Confirm Facts → Select Correct Status → Add Clear Notes → Attach Proof → Notify Dispatch/Supervisor

Step 1: Open Status Codes

Navigation → Administration → Status Codes

This screen controls pickup, delivery, and exception updates. These codes must be used consistently so dispatch, customers, and internal teams understand what happened.

Pickup Status Codes

Step 2: Understand Status Code Types

There are three main types of status codes:

Pickup Codes → used for pickup activity or pickup issues
Delivery Codes → used when delivery activity is completed correctly
Exception Codes → used when something prevents normal completion

Delivery Status Codes

Exception Status Codes

Watch This Example: Exception / Status Workflow

Watch this walkthrough showing how delivery issues and status updates should be handled inside MobileTek.

Focus on:

How the correct status is selected
How exceptions are documented
Why drivers should not guess
When dispatch must be contacted

Watch This Example: Delivery Problem Handling

Watch this walkthrough showing how delivery problems should be documented and escalated.

Step 3: Use the Correct Code

Always match the status code to what actually happened.

Delivered = item was successfully delivered
Attempted = driver attempted delivery but could not complete it
Refused = customer rejected the delivery
Unable to access = location, gate, building, or access problem
Exception = something prevented normal pickup/delivery completion

ROLO Standard:
Never guess or choose a status code just to close the job. Accuracy is more important than speed.

Step 4: Add Clear Notes

Explain what happened
Use specific facts
Include time, contact attempts, location issue, or customer response when relevant
Avoid vague notes like “issue,” “problem,” or “no answer” without detail

Bad Note:

“No answer.”

Good Note:

“Arrived at 2:14 PM. Called customer twice with no answer. Front gate locked. Dispatch notified.”

Step 5: Handle Exceptions Properly

Do not mark complete if delivery did not happen
Use the correct exception code
Add clear notes
Attach photos if needed
Notify dispatch or supervisor if the stop cannot be completed
Make sure follow-up instructions are clear

Watch This Example: Streamlining Order Status with Barcode Manager

Watch this Xcelerator workflow showing how barcode tools can help streamline order status updates.

Best Practices

Be accurate, not just fast
Use consistent codes across all drivers
Keep notes clear and professional
Think: “Would dispatch, customer service, or the customer understand this?”
Confirm failed deliveries and exceptions before ending the day

Common Mistakes

Marking deliveries complete when they are not complete
Using the wrong code
Skipping notes
Using vague language
Waiting too long to notify dispatch
Failing to document photos or proof when needed

What Happens If You Don’t:
Incorrect statuses can create customer complaints, billing disputes, failed delivery investigations, dispatch confusion, and inaccurate performance reporting.

Do it now: Review one recent delivery and confirm the correct status code, notes, and proof were used.

Success Check

Identify pickup, delivery, and exception codes
Select the correct code based on what happened
Write clear delivery notes
Know when to escalate to dispatch/supervisor
Avoid closing jobs incorrectly

Accurate status updates build trust, prevent confusion, and keep operations running clean.