If you are unable to complete the delivery, in what order should you contact people?

• A. Driver support, SDS, the customer, and finally dispatch
• B. Customer, Driver support, SDS, Dispatch
• C. SDS, Driver support, Customer, Dispatch
• D. Dispatch, SDS, Driver support, Customer

Answer: (A)

When you can’t complete a delivery, the aim is to resolve the issue efficiently by using the right internal channels in the right order. Start with Driver Support because they’re the on-the-ground resource trained to troubleshoot delivery obstacles, verify what’s possible, and guide you through immediate steps to take or alternatives to pursue. If Driver Support can’t resolve it, bring in SDS next to review policy, safety considerations, and higher-level options so a proper plan can be approved. Only after you’ve exhausted internal options should you inform the customer about the status, so you can give an clear, actionable update and available options for reattempt or scheduling. Finally loop in Dispatch so they can update the system, adjust the route, and coordinate the next steps across the network. Jumping ahead to the customer or dispatch without first seeking internal support can lead to delays and miscommunication, whereas following this sequence keeps the process organized and increases the chance of a smooth resolution.