# Track-and-trace exceptions: from alert to recovery

Track-and-trace exception management means recognizing when a load's actual or likely progress differs from the plan, then assigning a person to verify and respond. A status ping is only evidence; it is not the same as a confirmed appointment miss.

## Triage each exception

- **Source:** driver update, telematics event, facility message, or customer note.
- **Freshness:** when the event happened versus when the system received it.
- **Impact:** which pickup, delivery, customer, or next load may be affected.
- **Confidence:** whether another source confirms the change.
- **Owner:** who verifies, communicates, and closes the issue.

Suppose a location feed last updated 75 minutes ago and the projected arrival now appears late. First verify whether the feed is stale and contact the driver or other approved source. Then decide whether to revise the appointment or notify the customer. Record the new plan and the person who approved it.

## Avoid alert fatigue

Set thresholds based on the operation's actual commitments, not every small ETA movement. Combine duplicate signals into one case. Keep an audit trail of proposed, approved, and completed actions. Review false alerts and missed exceptions after the fact to improve thresholds.

RunaboutX's [exception management](/features/exception-management/) and [AI Tracking](/features/ai-tracking/) describe the intended product flow. Ask which data sources and actions work today, since named telematics integrations have not been publicly confirmed.

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Canonical: https://www.runaboutx.com/resources/learn/track-and-trace-exceptions/
Last reviewed: 2026-10-14