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There are many reasons a SuperPay payment could be put on hold.

The majority of the reasons a payment for a SuperPay order may be on hold may be due to a failure to meet one of the inspection requirements on a SuperPay order.

SuperPay orders have the following inspection requirements:

  1. GPS Location must be on and active on the drivers device at the time of Pickup and Delivery inspection.

  2. The driver must scan the VIN in order to begin the pickup and delivery inspections.

  3. The driver must inspect the vehicle with 6 photos within a 1 mile radius of both the Pickup and Delivery locations.

  4. The Driver must collect and obtain signatures in person, and within a 1 mile radius of both the Pickup and Delivery locations.

  5. The Driver must update the status of the load after completing the inspection within a 1 mile radius of the Pickup and Delivery locations.

In the event your payment for a SuperPay order is placed on hold, you can view the precise reason in both the Carrier TMS and the Driver App like in the example below:

Viewing On Hold Status & Reasons

Read more below to learn how to view On Hold status and the reasons that the payment is on hold.

Carrier TMS: Load Details View

Carrier TMS: Load Details View

Driver App: Load Details View:

What does the On Hold reason mean?

"Shipper Put Payment On Hold"

This means that the Shipper has placed the payment on hold manually.

NOTE: If your payment has been on hold for longer than 3 business days, we recommend that you contact the Shipper directly.

Not Received”

This means that the carrier did not complete the advanced inspection as required, or their GPS location was not received due to being disabled.

Pickup signature not received - Pickup signature not completed

Delivery signature not received - Delivery signature not complete

Pickup signature location not received - GPS location of Pickup signature not available due to location services disabled on driver’s device.

Delivery signature location not received - GPS location of Delivery signature not available due to location services disabled on driver’s device.

Pickup location was not received - GPS location not available due to location services disabled on driver’s device.

Delivery location was not received - GPS location not available due to location services disabled on driver’s device.

Pickup inspection location not received - Geotagging not available on Pickup inspection photos due to location services disabled on driver’s device.

Delivery inspection location not received - Geotagging not available on Delivery inspection photos due to location services disabled on driver’s device.

Outside of Location”

This means that a carrier completed the inspection, but did so outside of Pickup/Delivery location radius. (1 mile radius around Pickup or Delivery location)

Pickup signature received outside of listed location - Pickup signature received outside 1 mile radius of Pickup location.

Delivery signature received outside of listed location - Delivery signature received outside 1 mile radius of Delivery location.

Pickup marked outside of listed location - Pickup inspection completed outside 1 mile Pickup location radius.

Delivery marked outside of listed location - Delivery inspection completed outside 1 mile Delivery location radius.

Pickup photos taken outside of listed location - Pickup Photo Inspection completed outside 1 mile Pickup location radius.

Delivery photos taken outside of listed location - Delivery Photo Inspection completed outside 1 mile Delivery location radius.

Damage:

This means that damage was marked at Delivery - Vehicle marked with damages at Delivery

Manual status update:

This means Carrier or Dispatcher marked the load Picked Up or Delivered manually via Carrier TMS.

Carrier manually marked as Picked Up - Load not inspected at Pickup Location with Super Dispatch App

Carrier manually marked as Delivered - Load not inspected at Delivery Location with Super Dispatch App


Of course, if you have any questions about the SuperPay process, you can certainly contact Super Dispatch support by clicking on the chat line in the bottom right or call us at (816)974-7002, ext 1!

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