Dispatch failure reasons
Last updated: September 22, 2026
Use this to understand why a provider didn't quote, or why a dispatch didn't go through, and what to do about it. To see these reasons on your own orders, open the quotes and turn on Show unavailable — see see why a provider didn't quote.
Reasons come from two different places, and the difference decides whether retrying is worth anything:
- The order didn't clear the provider's criteria. Nash checked the order against that provider's contract and it didn't qualify. These are deterministic — the same order gets the same answer, so retrying changes nothing until something about the order changes.
- The provider had a problem. A timeout, a rate limit, or no couriers free right now. These are worth retrying.
The order didn't clear the provider's criteria
| Family | What the reason says | What to do |
|---|---|---|
| Coverage | The address isn't on the carrier's list of covered cities, postcodes, or states; the address falls outside the carrier's coverage area; the location is in an excluded area; the pickup address isn't allowed | Confirm the addresses are right. If they are, that stop is outside where this provider operates — see check if an address can be served. |
| Distance | Delivery distance exceeds the maximum radius (measured by driving distance, or straight-line in some contracts) | The trip is longer than this contract takes. The reason names the limit it applied. Consider a strategy built for longer trips — see route long-distance orders. |
| Timing | The job doesn't meet the minimum lead time, or the minimum dropoff lead time; outside allowed time windows; before the contract start date; after the contract end date | Move the pickup or dropoff time, or dispatch with more notice — see dispatch a scheduled order. |
| Size & value | Below or above the minimum or maximum package weight, item weight, package volume, item volume, or order value; below the minimum tip amount | Check the order's weight, dimensions, value, and tip against what the provider takes. Split the order, or use a different provider. |
| Capability | Unsupported vehicle type; unsupported package requirements; unsupported capabilities | The order asks for something this provider doesn't carry — a vehicle class, age verification, signature, or similar. Drop the requirement, or use a provider that supports it. |
| Account | Organization not supported; organization explicitly excluded; currency mismatch | This provider isn't set up to carry work for your organization, or the order's currency doesn't match the contract. Contact Nash support. |
| Address quality | The address has no coordinates, so it can't be matched against a coverage area | The address couldn't be located precisely enough to check coverage. Clean it up — add a missing unit number, fix typos — and re-quote. |
| Check failed | The eligibility check errored, or a provider-specific rule rejected the order with its own message | Read the message; provider-specific rules state their own limit (for example a distance cap and the trip's actual distance). If it's unclear, contact Nash support. |
Note
These criteria live on each provider's contract and are set up by Nash. They differ from one provider to the next and from one organization to the next, so there's no single distance, lead time, or weight limit that applies across the board. If you need a provider's limits changed, that's a conversation with Nash — see how providers work.
The provider had a problem
| Family | What it typically says | Retries automatically? | What to do |
|---|---|---|---|
| Capacity | No couriers available right now; no drivers in your area; service temporarily unavailable in this market | Yes | Wait briefly and re-quote before treating it as a real failure. |
| Provider errors | Request timed out; internal server error; too many requests; an unexpected response | Yes | Retry. If it keeps failing across several attempts, treat it as a provider outage and contact Nash support. |
| Provider account or setup | The provider isn't set up for this delivery; store not found; invalid credentials; unauthorized | No | Check the provider is in the dispatch strategy you're using, then contact Nash support. |
| Hours | The store is closed at the requested pickup time; outside operating hours | No | Check both the provider's market hours and your own store hours — the message won't say which one it hit. |
| Address or contact data | Unable to verify the address; an apartment or suite number is required; PO boxes aren't supported; the recipient's phone number is required or invalid | No | Correct the named field and resubmit. |
A pricing failure looks the same as an eligibility failure from where you're standing. When a provider prices in real time and that call errors, the provider simply isn't in the quote list — see how providers work.
For the error schema and payload details behind these, see the API reference at docs.usenash.com.