Add an exception to a route

Last updated: October 29, 2026

Most exceptions reach Execute on their own: the driver reports a problem from the driver app, a route event trips a check, or one of your workflows raises one. When you learn about a problem another way, such as a call from the driver, a complaint from a store, or something seen on scene, you can add the exception yourself. Adding it puts the problem on the route, where your team can triage, assign, and resolve it like any other exception.

Exceptions appear in Execute only when exception handling is on for your organization. See the Exceptions overview for what an exception is and where it shows up.

Open the Add exception dialog

There are two ways in:

  • From the routes table. A route with no open exception shows a dashed + Add exception button in its Exception cell. Select it.
  • From the route drawer. Open the route, go to the Issues tab, and select Flag route. This works whether or not the route already has open exceptions.

The dialog opens on the type picker. Its heading names the route, so you can confirm you're on the right one before you go further.

Pick the type

The picker has two parts.

  • Your exception types. If your organization has created its own exception types, a search box sits at the top. Start typing to find one by name and select it. Your own types are the categories your team already uses, so pick one of these when it fits.
  • Built-in exception types. Below it are tiles for the types Nash provides, each with a one-line description:
Type Use it when
Late departure Pickup ran past planned start
Vehicle breakdown Vehicle issue stopping the run
Catchment violation Stop sits outside the DC zone
Customer not home No-answer on dropoff attempt
Ad-hoc break Driver requested unscheduled break
Vehicle overweight Cargo exceeds load rating
Vehicle oversize Items don't fit safely
Refuel request Driver needs to refuel mid-route
Break compliance violation Movement during scheduled break

Break compliance violation is greyed out on a route with no scheduled break stop, with the note "Route has no scheduled break stop."

If your organization has no types of its own, you see only the built-in tiles. Admins can create your own types; see Manage exception types.

Fill in the details

Selecting a type moves you to step 2. What you fill in depends on the type.

One of your own types. You see the type's description, if it has one, and a Notes box ("What happened and what you know so far (optional)."). Notes are optional, but they're the first thing a teammate reads when they pick the exception up, so a sentence about what happened and how you know is worth adding.

A built-in type. Each built-in type asks for the facts that matter for it. For example:

  • Late departure asks for the Planned start, the Delay in minutes, and the At-risk stops. The at-risk stops start pre-ticked from all remaining dropoffs; untick any that won't actually slip.
  • Vehicle breakdown asks for the Breakdown location on a map (drag the pin to where the vehicle actually is) and the Remaining stops affected, and works out the affected customers from your selection. Read the notice under the stops before you submit: it tells you how many orders the breakdown will affect.
  • Customer not home asks which Delivery it was and the Attempt number.
  • Ad-hoc break asks when the break started and how long it lasts, and previews whether any remaining stop will miss its window at that duration.
  • Vehicle overweight, Vehicle oversize, and Refuel request ask which stop it happened at, plus optional notes.

Some built-in types need a driver on the route. If none is assigned, the form says so: assign a driver first (see Reassign a live route), then add the exception.

To change the type, select Back to return to the picker.

Set the severity

Every form ends with a Severity control: Auto, then P0 through P3.

  • Auto is selected by default. For a built-in type, Nash rates the exception from the details you entered. A late departure with a longer delay or more at-risk stops, for example, comes out more severe. For one of your own types, Auto uses the type's default severity, and the form tells you which one ("Auto uses this type's default severity, P2.").
  • P0–P3 sets the severity yourself, from P0 (most urgent) to P3. Pick one when you know more than the details show, such as a breakdown you know will take hours to clear.

The Exception types and severity reference lists what each severity tier means and how Auto rates each built-in type.

Add it

Select Add exception. The dialog closes and a confirmation appears, for example "Late departure flag created" or "Late pickup exception added." The exception now shows in the route's Exception cell and on its Issues tab with the status Needs Triage, ready for your team to pick up.

If the route's open exceptions are already assigned to someone, the new one joins that assignment.

If the add fails, you see "Failed to create flag" and nothing is added; try again.

Who can add exceptions

Adding, editing, and assigning exceptions needs write access to Notification Settings on your role, set in Settings ▸ Members & Organization ▸ Roles. If you can see exceptions but can't change them, ask an admin to check your role. Roles are covered in Manage users and roles.

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