Escalations

What escalations cover, and what they don’t

Escalations are for issues that block your moves or jeopardise your collections, such as stalls on dispatch, missed handovers, or unexplained route gaps. If you have already spoken with our operators and the situation remains stuck, it’s time to escalate. Escalations suit SME teams who need certainty on customer handovers or are handling sensitive freight under tight deadlines. If the issue is a basic tracking query, a minor label misprint, or a routine return, these should be handled via standard support or our returns bench instead of escalation. Avoid escalating issues that are already being resolved in regular support so we can focus on urgent blocking problems.

How escalations work in practice

When your parcel stalls or a collection doesn’t move by the next business day, an escalation puts your case in front of our senior team. We prioritise these by risk and impact, looping in operators, drivers, or key workshop staff as needed. For example, if a Cape Town manufacturing team needs a Gauteng order urgently, but the van sits idle at the regional hub past the usual window, you should escalate rather than wait for a routine update. Most escalations are resolved through direct intervention and immediate checks at our Germiston office or on the floor at your hub. You’ll get plain feedback from the operator managing your case. We won’t keep you guessing about next steps.

Who should use escalation, and who should wait

Escalation is best for team leaders, operations managers, or dispatchers who are responsible for handovers and timelines. It’s especially useful if you manage orders between industrial parks, or if you’re handing over to customers with strict delivery slots. If you are a sender checking one parcel’s status or managing a single return, regular support channels are quicker and more efficient. Escalation is not the best route for issues like incomplete shipping info, delayed payment clearance, or general questions about moves. Those are better handled via our general support page.

A typical escalation example

A Bloemfontein parts distributor completes daily runs to mines outside Kimberley. One morning, the usual handover doesn’t appear on the operator’s update, and the digital pod shows no signature. The dispatcher checks rhythms and checklists but there’s a clear stall. After confirming with the hub team and not seeing movement by midday, the dispatcher gets in touch. Support checks the route logs, phones the driver, and finds a breakdown at a fuel stop. The operator confirms the status and organises a backup move, updating the distributor with realistic timing. This clarity helps the distributor update their own customers before the afternoon shift starts.

Checklist: steps before sending your escalation

Before you escalate, gather the details our team needs. Rushed or incomplete notes slow things down. Clear, concise information means we can work with your case immediately (and avoid frustrating back-and-forth).

• Confirm you have already used standard support channels for the issue.
• Double-check the latest move status using moves or lane review.
• List all parcel or consignment numbers involved.
• Include relevant route, hub, customer or operator names (where you have them).
• Attach supporting documents or images if you think they help clarify the block.
• State what resolution you need (handover, update, alternate plan).
• Mention any business-critical factors (expiring permits, municipal paperwork stuck, or known route hazards like load-shedding).

Common pitfalls and how to avoid them

Escalating too early, before standard support, can waste time for everyone. Try routine channels first, and give operators enough detail to check your move. Avoid vague escalation messages (like 'parcel stuck') without supporting info or any context. When sending from shared accounts, clearly state your business unit and contact details to avoid confusion. If your issue relates to complex projects or high-volume weeks, mention this so we can assign extra resources. For issues involving care routes or special compliance moves, flag these in your notes, this can change how we triage your escalation.