Managing stops

Drivers normally update stops from the driver app, but dispatchers can do everything from the board too — useful when a driver's phone dies or the office needs to correct a record.

The stop actions menu

On the Dispatch List board, every stop row has a ⋮ Stop actions menu. What you see depends on the stop's current status:

• Mark picked up / Mark dropped off — complete the stop
• Mark en route and Mark arrived — optional intermediate statuses
• Mark no-show — the member wasn't there
• Undo — reverse a completed or no-show stop
• Reinstate trip — on a cancelled stop, put that day's trip back to pending
• Undo en route / Undo arrived — put a stop marked by mistake back to pending (while no actual time has been recorded), so the trip can be unassigned or re-planned
• Undo picked up — in By trip, a row whose pickup is done but whose drop-off isn't yet acts on the drop-off; this item puts the pickup back to pending if it was marked by mistake
• Edit trip — open the full trip to change the appointment or pickup time, addresses, driver, or notes (works on broker trips too)
• Edit times — correct the scheduled or actual time for just this stop
• Cancel trip — cancel with a reason (see Cancelling and turning back trips). If the pickup is already marked done, the dialog asks before it also undoes the pickup (Undo pickup & cancel), so a member is never left showing as picked up but never dropped off
• Turn back — return an eligible broker trip to the broker
• Move to driver / Unassign — reassign the trip

Stop statuses

Each stop moves through: Pending → En route → Arrived → Complete (shown as Picked up on a pickup and Dropped off on a dropoff). Alternatives are No show and Cancelled, which display the reason (for example "Member cancel").

The On board column tracks how many riders are in the vehicle after each stop, and the Actual column shows a live ETA (tagged "live") until the stop is done, then the actual completion time.

Unsigned stops

If your company requires a member signature at a stop (Settings → Driver app → Trip flow tab → Trip signature capture) and a completed stop doesn't have one, its status shows an amber Unsigned pill instead of the green completed status. On the Run board the trip block gets a small amber pen badge, and its hover card says No signature. Your broker receives that stop unsigned.

This usually happens when a stop is marked complete from the office for a member with no signature on file. To fix it, add the member's signature on their profile (from Billing, click the member's name), and have drivers complete stops in the app so the rider signs there.

Signatures when the office completes a stop

When you mark a stop complete from Dispatch and your company reuses signatures on file, ZeitRide copies the member's signature on file onto the stop, just as the driver app does. A signature a driver already captured is never replaced. If the member has no signature on file, the stop completes Unsigned.

Editing times

Choose Edit times to open a small dialog with the member's name:

• Scheduled time — the planned time for the stop
• Actual time — when it actually happened (with a Clear button)

Note: Editing the actual time is recorded as a manual office edit, so there's always an audit trail of who changed what.

Out-of-order protection

ZeitRide blocks completions that don't make physical sense, on both the board and the driver app. If you (or a driver) try one, the change is rejected with a plain-language message, for example:

• "Pick up Jane Smith before marking the drop-off complete."
• "Drop off Jane Smith before starting their return trip."
• "Undo the drop-off for Jane Smith before undoing the pickup."

This isn't an error to work around — it means the stops are being completed in the wrong order. Complete (or undo) the earlier stop first, then retry. The same guard keeps a return-leg pickup from being completed before the outbound drop-off.

A stop also can't be marked arrived or done before the trip's date (in your company's time zone). Trying it on a future trip shows a message such as "This trip is on 2026-10-09 — it can't be marked done before that day."

Drivers have a few extra rules in the app — for example, with the drop-off lock on they can't mark Arrived at a drop-off before the pickup. See Driver app overview.

Who can do this

Stop actions are available to staff with dispatch permissions, and only on the Dispatch board — the Trip List is intentionally view-and-edit only, so day-of operations stay in one place.