Introduction
SuperPay payments are typically triggered when an order is marked as “delivered.” However, various factors may result in a payment being temporarily placed on hold. The most common reason for this is the inability to meet one or more inspection requirements for the order. Below, we’ll cover the key details, requirements, and how to resolve on-hold payments effectively.
SuperPay Inspection Requirements
To ensure smooth payment processing, SuperPay orders must meet the following inspection criteria:
GPS Location: GPS must be active on the driver’s device during both pickup and delivery inspections.
VIN Scanning: Drivers must scan the VIN to begin pickup and delivery inspections.
Photo Inspection: Drivers must take six photos of the vehicle within a 1-mile radius of both pickup and delivery locations.
Signature Collection: Drivers must collect signatures in person within a 1-mile radius of both pickup and delivery locations.
Status Update: Drivers must update the load status after completing the inspection within a 1-mile radius of both pickup and delivery locations.
Where to Find On-Hold Payment Status
You can view the reason for an on-hold payment in both the Carrier TMS and the Driver App. The “On Hold” status will display alongside specific details about why the payment is being held.
Carrier TMS
Navigate to the Load Details view to check the on-hold status and reasons.
Driver App
Open the Load Details view to find the on-hold status and reasons.
On-Hold Payment Reasons
Below we will cover On-Hold Payment Reasons:
Shipper Actions
Shipper Put Payment On Hold: The Shipper manually placed the payment on hold.
Pickup Inspection Issues
Pickup Signature Not Received: The signature was not completed.
Pickup Signature Location Not Received: GPS location was unavailable due to disabled location services.
Pickup Location Not Received: GPS location for the vehicle pickup was unavailable.
Pickup Inspection Location Not Received: GPS location for the pickup inspection was unavailable.
Pickup Signature Received Outside of Listed Location: The signature was recorded outside the 1-mile radius of the pickup location.
Pickup Marked Outside of Listed Location: The pickup inspection was completed outside the 1-mile radius of the pickup location.
Pickup Photos Taken Outside of Listed Location: Photos were taken outside the 1-mile radius of the pickup location.
Delivery Inspection Issues
Delivery Signature Not Received: The signature was not completed.
Delivery Signature Location Not Received: GPS location was unavailable due to disabled location services.
Delivery Location Not Received: GPS location for the vehicle delivery was unavailable.
Delivery Inspection Location Not Received: GPS location for the delivery inspection was unavailable.
Delivery Signature Received Outside of Listed Location: The signature was recorded outside the 1-mile radius of the delivery location.
Delivery Marked Outside of Listed Location: The delivery inspection was completed outside the 1-mile radius of the delivery location.
Delivery Photos Taken Outside of Listed Location: Photos were taken outside the 1-mile radius of the delivery location.
Not Received: Required advanced inspection details or GPS location were not completed or received.
Vehicle Marked with Damages: New damages were recorded on the vehicle after delivery.
Manual Status Updates
Carrier Manually Marked as Picked Up: The load was not inspected at the pickup location using the Super Dispatch app.
Carrier Manually Marked as Delivered: The load was not inspected at the delivery location using the Super Dispatch app.
Need Help?
Should you have any further questions or need additional assistance, please feel free to contact our support team at any time. You can reach us via email at [email protected], or simply click on the chat icon in the bottom right-hand corner of your screen to start a conversation with us. We’re here to help and look forward to assisting you!