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How to Handle a No-Show Trip
A no-show occurs when a driver arrives at the pickup location and the client is not present. This article covers how to record a no-show, how to handle the second leg of the trip, and what to keep in mind regarding billing.
Recording a no-show
A no-show can be recorded by the driver in the RoutingBox Mobile app or by a dispatcher in RoutingBox. There is no required wait time before recording a no-show — it can be marked at any point after the driver has arrived at the pickup location.
Driver — via the RoutingBox Mobile app
Once the driver has marked Arrived at Pickup and the client is not present, the driver can update the trip status to No-Show directly in the app using the status update controls.
Dispatcher — via the Dispatch screen
A dispatcher can record a no-show from the Dispatch screen in RoutingBox Web or Desktop using the same status field used for all other trip status updates. Locate the trip in the dispatch grid, click the status field, and select No-Show.
Handling the second leg
Marking a trip as a no-show does not automatically cancel the second leg. If the client did not make the first leg of their trip, the return leg will need to be cancelled manually.
To cancel the second leg, use the standard trip cancellation flow in RoutingBox.
Important: If the second leg is not cancelled and a driver is assigned to it, the driver may show up for a return trip that is no longer needed. Cancel the second leg promptly after recording the no-show.
Billing considerations
Whether a no-show trip is billable depends on your broker. Some brokers allow no-show billing under specific conditions — others do not. Check with your broker directly to understand their no-show policy and any documentation requirements they may have before submitting a no-show for billing.