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Record a delay

When a long-distance delivery can't make the promised spread, record the delay on the trip — the new date, the reason and how the customer was told — and keep the record federal rules ask for.

2 min readChecked October 4, 2026
Dispatcher

If a long-distance delivery will fall outside the dates you promised, the customer must be told, and you must keep a record of it (49 CFR 375.605). MoveBoard does both from the trip.

Before you start

The order must be on a trip. Save any changes to the trip first — the dialog says Save the trip first. until you do.

Record it

  1. Open the trip and go to the Schedule tab. An order whose planned delivery falls outside its Delivery spread shows in red.
  2. On that order's row, press Record a delay.
  3. The dialog shows the promised delivery spread and the last promised date. Fill in: - New delivery date. - Reason (the customer sees it) — up to 500 characters. - How the customer is told — Email it to the customer now, Text it to the customer now, I told them by phone or I told them in person. Email and text are greyed when the order has no email or phone number.
  4. Press Record and send (for email or text) or Record (for phone or in person).

What happens next

  • The email or text goes to the customer from your Long-distance: delivery delay template (the federal delay record, 49 CFR 375.605) (Settings › Communication › Templates, folder Trips).
  • The new date becomes the new promise: from now on the trip's warnings measure against it.
  • The order's log gets a line such as Delivery delay recorded (49 CFR 375.605) by Dana: from 2026-10-12 to 2026-10-15, customer told by email. Reason: …. The trip's Activity gets one too.
  • The record — date, time, how, new date — is kept on the order for at least a year, and listed on the trip's Schedule under Customer messages and notices.

If something goes wrong

  • Pick the new delivery date.
  • The order has no email address. Tell the customer by phone and record it as a call.
  • The order has no phone number.
  • Delay messages by email are switched off (Trips › Trailers & settings › Customer messages). Tell the customer by phone and record it as a call. — the Delay message by email or text switch is off on Trips › Trailers & settings.
  • That order is not on the trip.
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