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Driver arrival and detention

Who Should Approve the Next Move When a Shipment Goes Wrong?

Key Takeaways

  • Not every shipment problem needs a person to approve the next move. Routine fixes can run automatically; costly or customer-sensitive ones should wait for approval.
  • The deciding factors are 3: cost, customer impact and how reversible the decision is.
  • The approval rules should be set before anything goes wrong, not decided under pressure.
  • Wilson, by Cartage, is an AI logistics agent that applies the company's approval rules on every exception: actions under the rules proceed automatically; the rest wait for a person.
  • Every decision, automatic or approved, is recorded in the shipment's change history.

Why does approval slow down exception response?

A carrier cancels a load at 2 p.m. The coordinator finds a replacement at $200 more. She isn't sure she can approve it, so she messages her manager, who is in a meeting. By 4 p.m. the replacement truck is gone. The approval took longer than the problem.

Approval slows down exception response when nobody knows in advance which decisions need approval and who gives it.

The result is either too many approvals, so everything waits, or too few, so costly decisions happen without oversight. Delays have a real cost: ATRI found truck drivers were detained at 39.3% of stops in 2023.

Which shipment problems should run automatically, and which need approval?

Shipment problems that are routine, low-cost and reversible can run automatically; problems that add significant cost, affect key customers or can't be undone should wait for approval.

Situation Automatic Needs approval
Rebooking at a similar rate ✓
Rebooking above the cost threshold
✓
Notifying the team about a delay ✓
Notifying a high-priority customer Depends on company rules Depends on company rules
Following up with a carrier ✓
Accepting an unplanned accessorial charge
✓
No approved carrier available
✓ (escalation)

These are examples; each company sets its own rules.

What 3 questions decide whether a person should approve?

Three questions decide whether a person should approve the next move: how much does it cost, who does it affect and can it be undone?

Cost: does the action exceed a set threshold?

Customer impact: does it affect a key customer or a delivery promise?

Reversibility: can the decision be easily changed later?

If the answer to any of these is "high," the action should wait for a person.

How does Wilson, by Cartage, apply approval rules on exceptions?

Wilson follows the exception sequence and checks the company's approval rules at each step. Traditional logistics software gives teams information. Wilson executes the work required to move shipments forward.

Step What Wilson does Approval
1. Contact the carrier Confirms what happened Automatic
2. Notify the team Posts the update in Slack or Microsoft Teams Automatic
3. Notify the customer Sends the update, if configured Per company settings
4. Rebook Initiates rebooking from the approved carrier list Automatic under the threshold; approval above it
5. Escalate Hands off to the team when no approved carrier accepts or a decision exceeds the rules Person decides

Approvals can be set on any action the company chooses, for example bookings or rebookings above a cost threshold, carrier selections or customer notifications. See Autonomy without rules is just another operational risk.

How should teams set approval rules for exceptions?

Teams should set approval rules before automating, start strict and loosen them as trust builds.

  • Start with assisted execution: Wilson begins with more approvals, and the scope of execution can expand step by step.
  • Set cost thresholds for bookings, rebookings and payments.
  • Name the approvers for each type of decision.
  • Review the change history to see which approvals are always granted, then automate those.

See how to set booking approval rules before automating freight booking.

FAQs

  • Who should approve the next move when a shipment goes wrong? It depends on cost, customer impact and reversibility. Routine fixes can run automatically; costly or customer-sensitive decisions should wait for a person.
  • Which freight exceptions need human approval? Typically rebookings above a cost threshold, unplanned charges and cases where no approved carrier is available. Each company sets its own rules.
  • What can a company set approvals on with Wilson? Any action the company chooses, such as bookings or rebookings above a cost threshold, carrier selections or customer notifications.
  • Does Wilson act on its own from day one? No. Wilson starts with assisted execution, and the scope of execution is expanded step by step as the company gains confidence in the workflow.
  • What happens when Wilson can't resolve an exception? It escalates to the team, for example when no approved carrier accepts or a decision exceeds the approval rules.
  • Is there a record of every exception decision? Yes. Every message, confirmation and change is recorded in the shipment's change history.
  • How is Wilson priced? There's no subscription fee. Pricing is a percentage of the carrier payments that run through Wilson. Pricing scales down as volume grows, and Enterprise pricing is custom.

Conclusion

When a shipment goes wrong, the slowest step is often the approval, not the fix. Teams move faster when they decide in advance which problems run automatically and which wait for a person, based on cost, customer impact and reversibility. Wilson, by Cartage, applies those rules on every exception, acts within them and escalates the rest, with a full record. The practical first step is to write down three approval rules, start Wilson on a few lanes and compare exception response time with how those lanes run today.

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