For many delivery operations, a delivery exception—like minor damage, a wrong item, or an access issue—immediately results in lost revenue. Why? Because the driver often has to leave before your support team has a chance to successfully intervene. This time lag turns a recoverable issue into a costly return or a frustrating redelivery.
To prevent lost revenue and improve customer satisfaction, you need real-time intervention at the point of failure—not after the fact. That’s where Release Codes come in.
Introducing DispatchTrack Release Codes
DispatchTrack’s Release Codes feature gives your team the power to resolve exceptions while the driver is still on-site.
This feature adds a required verification step whenever a driver cannot start, complete, or fully complete a delivery. Before the driver can move on to the next job, they must contact support and receive a code to validate the exception.
This simple checkpoint ensures all delivery issues are reviewed and approved in real time, helping you achieve:
- Real-time Decision Making: Empower your support team to weigh in while the driver is still on-site.
- Stronger Operational Control: Ensure all exception activity is reviewed and approved with required validation.
- Fewer Unnecessary Returns: Resolve issues on the spot instead of letting them default to a costly return trip.
How Do Release Codes Work?
Release Codes are used only for exception scenarios (like inability to start/complete a job or returning an item) and are not used for successful deliveries.
Here’s the simple process:
- Issue Encountered: The driver encounters an issue and selects the appropriate exception/reason code in the app.
- Contact Support: The driver contacts support directly from the app.
- Real-Time Review: Support reviews the situation and takes immediate action if needed (e.g., offering a discount for minor damage).
- Code Generated: Support generates and shares the unique Release Code.
- Proceed: The driver enters the code to validate the exception and proceed.
This intervention ensures you can:
- Offer an on-the-spot discount for cosmetic issues.
- Resolve minor damage concerns without a return trip.
- Coordinate immediate rescheduling for access issues.
- Recover failed “customer not home” scenarios in real time.
Save the Sale with Real-Time Interventions
You have complete control over when Release Codes are required, including enabling them for specific reason/return codes and configuring settings by service unit. You also get full visibility into usage history, validation, override tracking, and alerts for exception activity. (If support is unavailable, drivers can override the requirement after a defined, configurable time window.)
The result is that your team gains greater visibility into—and control over—exceptions that crop up on site. This helps you reduce costly delivery failures, keep customers happy even when things go awry, and keep delivery costs manageable.
Want to stop revenue from slipping away during delivery exceptions? Reach out to your Customer Success Manager today!
Not a DispatchTrack customer yet? Book a demo to learn more about our platform.
Release Codes FAQ
What are Release Codes?
Release Codes add a required verification step when a driver cannot start, complete, or fully complete a delivery.
Before moving forward, the driver must contact support and receive a code that they can enter to validate the exception—ensuring all delivery issues are reviewed and approved in real time.
This helps provide:
- Real-time decision making while the driver is still on-site
- Better driver-support coordination through direct communication
- Stronger operational control with required validation
- Full visibility and audit trails for all exception activity
- Fewer unauthorized or inaccurate job closures
- A decrease in unnecessary returns
- Fewer lost delivery opportunities
When are Release Codes used?
Release Codes are only used during exception scenarios, such as:
- Unable to start a delivery
- Unable to complete a delivery
- Partially completed deliveries
- Items being returned
They are not used for successful deliveries.
How do Release Codes work?
- Driver encounters an issue
- Selects an exception/reason code in the app
- Contacts support directly from the app
- Support reviews the situation and takes action if needed (e.g. offering a discount for damaged items)
- Support generates and shares a Release Code
- Driver enters the code to proceed
If needed, drivers can override after a set time (based on your configuration).
Can you control when Release Codes are required?
Yes. You can:
- Enable Release Codes for specific reason/return codes
- Configure settings by service unit
- Set driver wait/override timing
What happens if support is unavailable?
If a driver cannot reach support, they can override the Release Code requirement after a defined time window, using an override reason.
What visibility do you get into Release Code usage?
Users can access:
- Release Code usage history
- Validation and override tracking
- Reports and alerts for exception activity