Common Problems
Gate, dispatch and last-mile problems, with the causes and the fixes.
How to use this page
Section titled “How to use this page”Find the symptom that matches what you are seeing, then work through the fix in order. If the problem persists, the last step of each section tells you what to include when you contact support — sending that information first time round saves a day of back-and-forth.
Problems and fixes
Section titled “Problems and fixes”The weighbridge reading will not capture
Where the weighbridge is integrated, the reading cannot be typed manually — by design, so weights cannot be adjusted.
- Check the weighbridge display shows a stable reading.
- Confirm the serial or network connection to the gate terminal.
- Check the vehicle is fully on the platform.
- If the integration is genuinely down, a supervisor can enable manual entry for the session. Every manually-entered weight appears on the daily exception report.
A slot shows full but the dispatch bay is empty
Slot capacity is consumed at order confirmation, not at dispatch — so cancelled orders that were never released still hold capacity if the cancellation did not complete. Check Delivery → Slots → Capacity for reservations without a matching live order.
The agent app shows no consignments
- Confirm the agent is assigned to today’s route.
- Check the consignments have reached Ready for Dispatch — the app only shows handed-over work.
- Have the agent pull to refresh; the route is cached on the device.
- Confirm the agent’s shift covers the current slot.
Net weight does not match what the vendor claims
Net is gross less tare less crate weight. Walk the vendor through the three figures on the printed gate receipt. The usual gap is crate weight, where the vendor brought non-standard crates and the default was applied.
Stock shows negative
A dispatch was recorded against a lot with no receipt, which normally means a gate receipt was reversed after the produce had already been picked. Run the stock ledger for the item and the date, find the unmatched movement and raise it with the gate supervisor.
An invoice does not match the delivered weight
The invoice was raised from the order rather than from the delivery. Cancel it and re-raise it from the delivery record, which carries the accepted weight and any shortage the agent recorded.
Before you contact support
Section titled “Before you contact support”Information to gather