How to Troubleshoot Customer Rates and Driver Pay

Modified on Thu, 21 Aug at 6:51 PM

The below video and guide cover how to investigate when customer rates and driver pay are not appearing as expected.

1. If no customer charges or driver pay is pulling in, check the tariffs by searching or filtering for the customer name, delivery location, driver group, etc.

2. If a tariff matching the load conditions does not exist, create a new one. If it does exist but is not triggering in the load, check the load matching conditions.

Common reasons for a tariff not triggering:

Effective End Date has passed, resulting in the tariff being expired
Incorrect load type, customer, or pick up or delivery location
A group does not include the location in routing. The group can be edited from Settings - Account Setup - Groups.
City in the Delivery Location field does not match the city of the warehouse / consignee

Road moves will not work with the Basic tariff set up for customers or drivers. Advanced Route Matching with the correct routing (ex one way move) needs to be set up.

3. If rates are duplicating, this is a sign that no conditions are assigned on the charge profiles. For example, one tariff for a customer may have multiple base price and fuel charge profiles for different delivery locations. In that case, the Warehouse rule needs to be included to define to which location this charge applies.

4. On the driver pay side, the definitions for how to calculate the pay must be exact. For "by move" every event from the start of the move to the end must be included to populate in driver pay. When defining by leg, the legs must be in sequential order.

"Deliver container" will not work for drop deliveries, the option "deliver load - drop &hook" needs to be specified.

5. Driver pay can not be retriggered unless the driver timestamps are removed and the driver is also removed and readded to the move. The customer charge set can be retriggered by either updating a load info field such as reference or changing the customer and bill to to a different customer, then changing it back to the original customer.