Long distance
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 read
- Checked against MoveBoard
- For dispatchers
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
- Open the trip and go to the Schedule tab. An order whose planned delivery falls outside its Delivery spread shows in red.
- On that order's row, press Record a delay.
- 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.
- 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.
Related guides
- Long distanceDelivery dates and the delivery spreadSet when a long-distance shipment is picked up and delivered — the pickup spread, delivery days, the first available delivery date, the estimated delivery, and the truck block with its driving-hours suggestion.
- Long distanceMessages customers get on a tripThe emails and texts a long-distance trip sends customers by itself — driver on the way, delivery scheduling and the 24-hour notice — plus the ones the office sends, and how to switch them or change the words.
- Moving industry know-howDelivery spreads and delay notices (375.605)Why long-distance moves promise a window of days instead of a date, what "reasonable dispatch" means, and what a mover must do when a delivery will be late.
- Long distanceThe trip windowA tour of a trip's window — its buttons and its ten tabs, from Overview and Orders to Expenses and Settlement — and how saving works.
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