Dispatcher: Can't find a shipment in Maven

Overview

Missing shipments in Maven Dispatch usually fall into a few buckets:

• Shipment exists but does not appear in planning (status, filters, or date)

• Shipment never created in Maven (integration or upload issue)

• Shipment already completed and removed from the board

• Shipment hidden inside a multi-shipment stop

Step 1: Search Inbound Shipments

First confirm that Maven created the shipment.

1. Open Maven Dispatch (dispatch.mavenmachines.com).

2. Go to Inbound Shipments.

3. Search by:

   • PRO / order / shipment number

   • Customer name

   • Address or city

Shipment found in Inbound Shipments

When the shipment appears:

1. Inspect Planning Status:

   • Status Not Ready to Plan keeps the shipment out of optimization and planning views.

2. Set status to Ready to Plan, if appropriate.

3. Add the shipment to a route or include it in optimization.

Also confirm:

• Service date/time matches the planning date.

• Depot / service center matches the targeted route.

• Board filters do not hide the shipment or route.

Step 2: No record in Inbound Shipments

If Inbound Shipments shows no matching shipment, investigate how the order should have reached Maven.

A. Integration from TMS/WMS (e.g., TruckMate, FreightLogics)

In the TMS/WMS:

1. Confirm the order exists with correct:

   • PRO / order number

   • Customer and location

   • Service date

2. Check for known integration blockers:

   • PO boxes in address fields

   • Phone numbers in address fields

   • Bad / unusual address formatting

   • Problematic end-zone or configuration rules

These conditions commonly prevent orders from reaching Maven.

If the order looks correct in the TMS but never appears in Maven, collect escalation details (see Step 5).

B. File uploads (CSV/XLSX)

When shipments load via file:

1. Confirm the upload used CSV or XLSX.

2. Verify the file included all required fields:

   • Shipment type (pickup/delivery)

   • Order / PRO number

   • Service due date

   • Customer name

   • Full address (street, city, state, postal code)

3. Review upload logs or error messages for rejected rows.

Invalid or missing data at upload time prevents shipment creation.

Step 3: Check completion and board behavior

Sometimes a shipment “disappears” because it already moved through completion.

Key behaviors:

• Bulk completion in Inbound Shipments:

  • Select shipments → Complete Deliveries → choose completion code.

  • After completion, shipments no longer appear in Inbound Shipments.

• In Plan & Dispatch, completed stops display in green with a completion code.

Action steps:

1. On today’s Plan & Dispatch board, scan for green completed stops that might contain the shipment.

2. If the shipment completed on a previous day, check prior-day boards or operational reports, depending on internal reporting setup.

If completion occurred by mistake, follow internal correction procedures or open a support request.

Step 4: Multi-shipment stops and missing PROs

Multi-shipment stops can hide an individual PRO even though the stop appears.

Look for these signs:

• The stop shows some PROs, but one expected PRO is missing.

• The driver reports handling a bill that Dispatch cannot see under that customer.

In these cases:

1. Search Inbound Shipments specifically for the missing PRO.

2. Confirm planning status, date, and depot.

3. In the TMS, confirm:

   • The PRO exists with correct data.

   • No integration blockers (PO box, phone in address, etc.).

Step 5: Escalation details for support

When local troubleshooting does not locate the shipment, package a complete case before escalating internally or to Maven:

Include:

• PRO / order / shipment number

• Customer name and location

• Service date and time window

• Service center / depot / region

Confirmation of:

• Presence and correctness in TMS/WMS (with screenshots)

• Whether the shipment should arrive by integration or file upload

• Any upload logs or error messages

Notes on:

• Whether similar shipments from the same customer or lane work correctly

• Whether the driver reported handling the freight