Add and update exceptions in Turvo

In the industry, exceptions are used to track and manage unforeseen events that happen along the route, issues within an order, and operational issues that can occur with inventory. Exceptions can include anything from a mistyped address on a shipment or expiring or obsolete inventory for a specific item, lot, or pallet. 

This article explains:

• How to add an exception
• The exception modal fields
• How to share shipment exceptions
  • Note: This is only available for shipment exceptions at this time.
• System generated order exceptions
• How to find, view, and update exceptions
  • Filtering to find order and shipment exceptions
• Bulk-updating exceptions
• Triggering and resolving secondary exceptions

Note: If your organization has exceptions enabled in your tenant, you’ll see the option to add an exception appear under the Fast Action Button (FAB). If you do not currently have exceptions enabled, reach out to your Turvo representative.

Adding an exception

Note: For shipments, you can add up to 50 exceptions to a single shipment.  

Step 1

Find the shipment, order, or inventory item to which you need to add the exception. Use the global search bar and type in the details, or click Shipments, Orders, or Inventory from the left navigation menu and filter your list to locate.

Step 2

On the card, or within the shipment, order, or inventory item itself, click the Fast Action Button and select Exception.

Step 3

Fill in the details in the exception modal. 

Note: If creating a shipment exception, you’ll need to click +Add exception in the top right corner of the shipment card before entering the exception details. 

Status

Status options for an exception are Created, Valid, and Invalid. These statuses can be used to audit and validate exceptions that you or your employees create, or ones that your carrier or customer partners create and share with you. 

By default, new exceptions will be in Created status. Once all required information has been provided on an exception, the status will automatically move to Valid. If an exception status is moved to Invalid, all fields will become optional and the Resolve upon save checkbox will be automatically selected.

Note: You can restrict the ability to move an exception to an Invalid status to those users with Admin access and above. If you’re interested in restricting this workflow to Admin level users and above, reach out to your Turvo representative.

Exception types

The only required field when you add an exception is the Exception type field. Available exception types in Turvo include:

Location*

* Populates for shipment exceptions only

If applicable, also select the location where the exception took place, or that will be affected by the exception (only pickup/delivery locations within the route are available to select).

Note: Exceptions associated with a specific stop on a shipment will be automatically moved to “Invalid” status and resolved if the stop is removed from the shipment. 

Reasons

Each exception type comes with its own list of reasons that populate in the drop-down once an exception type is selected. While reasons are optional when creating an exception, some exception types require a Reason to resolve the exception.

For information on shipment exception types and their reasons, see our mapping table article. The order and inventory exception types and their reasons can be found below:

Order exceptions

*Item

The Item field populates for a Product issue exception and gives you the ability to select which item on the order is having the product issue.

Note: You can only select one item at a time. If there are multiple items having a product issue, you’ll need to create an exception for each one.

*Quantity and Units

Here, you can note how many of the affected items are having the noted product issue. The unit field will default to the unit type for the selected item.

Inventory exceptions

* Note: Quantity will also populate Quantity and Unit fields. There, you’ll enter the number of items and unit of measure affected by the exception.

Responsible Party

Indicate who is responsible for the exception. For instance, if it is a truck breakdown, the carrier would likely be responsible for that delay, as the logistics provider and customer have no ability to ensure working vehicles. Or, if the exception is a planning issue, the broker or shipper would likely be responsible for updating the order or shipment information. 

This is an optional field and will not be shared with any connected parties that can see the exception.

Description

Add any additional context on the exception, or apply a tag. Tags will be added to the associated shipment.

Note: If an order exception type of Other is selected, this field is required. 

*Shipment exceptions only: Depending on the configuration for your organization, descriptions entered for a shipment exception will be either internal or external, which is indicated in the hint text of the description box. External descriptions will be visible to any connected party that has access to the exception.

Please contact your Turvo representative to change the configuration for your business.

Attachments

The attachments field will only populate for Inventory exceptions and the Product issue exception types for Shipment and Order exceptions. 

Here, you can attach any relevant documents that need to be linked to the exception. Accepted file types are the same as shipment documents, which can include JPEG, PNG, and PDF. 

To add an attachment, hover over Attachment and click the plus sign (+) that appears to the right. Then, select the appropriate file from your computer. 

Protip: If you need to remove an attachment, hover over the title of the attachment and click the x that appears on the right.

Shipment exceptions only - Step 4

For order and inventory exceptions, skip down to the final step.

If you would like to share the shipment exception with the Turvo-connected customer or carrier on the shipment, click the lock icon or people in the bottom left corner of the exception window, and click the customer or carrier name until you see a small blue checkmark appear. Once complete, click APPLY.

Note: Shipment exceptions can be shared with other Turvo-connected tenants, however the ability to share exceptions is not enabled by default. Reach out to your Turvo representative to have sharing configured for each connected partner.

Final Step

You can add a note or add a tag in the notes field at the bottom of the exception window. If you add a tag it will be applied to the shipment itself. Click SAVE when you’re done entering information, and the exception will be created and added to the shipment, order, or inventory item.

System-generated order exceptions

It’s important to note changes made to an order after the order-to-shipment planning process will not automatically update the shipment’s details. Because of this, Turvo will automatically create a Planning issue exception if an update has been made to an order after it has been planned into a shipment. 

For example: Order #12345 was planned into a shipment along with Order #9876 at 10:00am, but Jane Doe received word 10 pallets of apples needed to be added to Order #12345. Jane logs into Turvo and adds the additional items to Order #12345 at 10:30am. As soon as the update is made to the order, Turvo adds a Planning issue exception to Order #12345.

Note: If there are multiple orders in a shipment, an exception will only be raised for the order that was updated. The other orders will not receive exceptions. 

Prior to resolving these exceptions, you will need to do one of the following to ensure the information in your shipment matches the updated order information: 

• Replan the shipment: This is best for large changes such as updating the volume/weight of the order or adding/removing items from the order. To replan the shipment, first move all of the orders included in the shipment back into a Draft status, then plan the shipment again. 
• Edit the shipment details: This is best for small changes to the order such as adding/editing IDs, Attributes, Costs, etc. For more information on editing shipment details, see our Managing advanced shipment details article. 
• Protip: Create and assign a task to replan the shipment or update the shipment details--Having a tangible to-do list will reduce the chance of forgetting to update the shipment!

Once the appropriate action is taken to update the shipment, you can then resolve the Planning issue exception as normal. 

Protip: Want to stay on top of Planning issue exceptions? You can create a notification rule to alert you when Planning issue exceptions are added to orders! Make the rule as broad or specific as you’d like with additional criteria (example screenshot below). For more information on creating and managing notification rules (including setting up Planning exception rules), see our How to manage and configure notification rules article.

Rating issue exceptions

Rating issue exceptions are automatically-generated shipment exceptions that appear when automatic billable rating of a shipment fails. This should be resolved manually. 

See our article, Autopilot: Automatically apply your customer's billable rates to shipments, to learn more about configuring rules for billable rate application rules and how they work.

Finding, viewing, and updating exceptions

The easiest way to find and manage your order exceptions is using the Workbench in the left navigation menu. For more information on managing your exceptions using Workbench, see our Managing exceptions with Workbench article.

To locate exceptions outside of Workbench, find the alert icon at the top right corner of the card view of a shipment, order, or inventory item or in the list view of the shipment, order, or inventory item page: 

Order and inventory exceptions: Clicking on the alert icon of an order or inventory exception will bring you to the Workbench tab where you can update the details of an exception or resolve the exception.*

*If an Order exception has been created with a Product issue exception type, you’ll also see the alert icon on the item itself in the Items block of the Details tab of the order. Hovering over the icon will display the exception type (Shortage, Overage, or Damaged) and the quantity affected by the exception. Clicking the icon will bring you to the list of exceptions for that order:

Note: The alert icon will remain on the item even if the exception is resolved. The only way to remove the icon is to edit which item is affected by the exception.

Shipment exceptions: Clicking on the alert icon of a shipment exception will bring you to a list of exceptions added to the shipment. You can also view Shipment exceptions via the Fast Action Button located in the shipment by clicking the FAB, then select Exception.

Selecting the exception you’d like to update will bring you to the shipment exception modal where all fields can be updated, exceptions can be resolved, and sharing can be turned on or off.*

*Note: Sharing is only available for shipment exceptions. If you have shared the exception with the carrier or customer on the shipment, they will be able to view the exception and any updates you make. Your carrier or customer partners also have the ability to update the exception themselves, or even add a new exception and share it with you.

Any updates made to an exception will show in the Timeline tab of the shipment, order, or inventory item indicating what the update was and who made it.

Filtering for order or shipment exceptions

You can also create an exception filter to locate shipments or orders with exceptions. To create an exception filter, go to Shipments or Orders in the left navigation bar, click the filter icon on the top right side to create a new filter.

Once in the filter criteria window, click More filters in the bottom left corner. From there, you can apply one of the following filters: 

• Has exception?: Available in both the order and shipment filters. This filter allows you to select Yes or No and either filter only for shipments or orders with any exceptions added (select Yes), or filter only shipments or orders with no exceptions (select No).
• Exception: Available for shipment filters only. This filter option allows you to choose which exception types you would like to find. Add just one type, or multiple types. Start typing in the exception name and the system will pull up matching exception types (based on the options available in the exception type list above).
• Exception status: Available for shipment filters only. This allows you to find all exceptions that occurred for the same reason. Note that reasons correspond to exception types, and the same reason could apply to one or more different exception types. In the example below, you can see that the reason “Weather or natural disaster” applies to Running late exceptions as well as Missed appointment exceptions.
• Responsible party: Available for shipment filters only. Filtering by responsible party allows you to track culpability for exceptions. Perhaps there is a pickup location that frequently causes delays. This filter will allow you to understand trends and make better business decisions based on exception patterns of responsibility.

Bulk updating exceptions in Workbench

Updating several exceptions at once is particularly helpful for those exceptions that are the same type and require the same updates. For example, if multiple shipments were affected by a warehouse disruption and you need to record the reason for the delay.

To update exceptions in bulk, navigate to the Workbench in the left navigation menu and select Exceptions, if not selected already. 

When you hover over the exception, you’ll see a checkbox to the far left. Click the checkbox of the exceptions you’d like to update and select UPDATE at the bottom of the modal.

Protip: When making bulk updates in list view, you can quickly select multiple rows at a time by holding down shift and clicking the first and last rows of the group you need to edit, rather than clicking each row individually. Alternatively, you can use the Select All checkbox on the left of the header row to select all visible rows, up to the number shown when hovering over the checkbox. You can also bulk deselect the rows by clicking the blue “-” button at the top of the column.

From here, you can:

• Update the exception status
• Add a reason
• Update the responsible party
• Update the description
• Set a new appointment
• Resolve the exception
  • Note: The checkbox will be automatically selected if all chosen exceptions have all required fields completed and meet the criteria for being resolved. If you’d like to make updates to the exceptions without resolving them, uncheck the box before saving.

If updating a Missing arrival or Missing departure exception, you’ll see additional areas available to update:

• At pickup/At delivery date and time fields
• Picked up/Delivered date and time fields

Once you’ve selected the update you’d like to make and entered the necessary information, click SAVE to save your changes.

Triggering and resolving secondary exceptions

In some cases, solving an exception that would otherwise not require a Reason can cause a secondary exception to be triggered. These scenarios include:

• If the new arrival date and time for a Missing arrival exception breaches the Missed appointment or Running Late exception rule. 
• If the appointment date for an Appointment not scheduled exception breaches the Appointment issue or Running late exception rule.
• If the location update for a Needs Location Update exception breaches the Running late exception rule.

When this occurs, a Reason will be required to resolve the original exception. Once a Reason is provided, the secondary exception is created and the Reason will be applied to resolve both exceptions at once.