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How to set up an Order Acceptance SLA for a partner

This guide shows you how to set an acceptance SLA for a downstream partner and turn on the alert that tells you when a transfer has not been accepted in time.

What this feature does

When you transfer an order to a downstream partner, TCMS previously gave no signal if that partner never accepted it. The order could sit unaccepted for hours with nobody told.

Order Acceptance SLA lets you set an expected acceptance time for each partner. If a transfer sits unaccepted past that time, TCMS shows a warning icon on the order and can email your team, so you can withdraw and reassign it, or chase the partner, before the freight is delayed.

Key term: an SLA (service level agreement) here is just the maximum time you expect a partner to take to accept a transferred order. It is an internal expectation you set for your own team. The downstream partner never sees it.

Before you start

You need edit access to the Partners page to set the SLA (this is usually an admin permission). Anyone can view Team Notifications settings, but check with your admin if the option is greyed out.

Steps

1. Set the Order Acceptance SLA on the partner

  1. Select your name in the top right, then choose Partners.
  2. Select the partner you want to set the SLA for.
  3. Scroll to the Settings section and find Order acceptance SLA.

  4. Enter the value and choose a unit: Seconds, Minutes or Hours.
    • Use seconds for partners who accept automatically through an integration. Anything slower than a few seconds usually means the integration has a fault.
    • Use around an hour for partners who accept manually in TCMS, so a dispatcher has time to work through their queue.

  5. Select Save changes in the bottom right.

You should see the value you entered remain in the field after the page saves.

2. Turn on the Transfer not accepted notification

  1. Select your name in the top right, then choose Manage.
  2. Go to Team > Team Notifications.
  3. Find Transfer not accepted (DS) and tick the columns for who should be emailed: Dispatcher, All dispatchers, Organisational unit Address(es) or Group Address.

  4. Select Save changes in the bottom right.
What happens after you turn this on

Once both steps are done, for that partner:

  • The SLA clock starts the moment an order is transferred to the partner, and stops the moment they accept it.
  • If the partner has not accepted by the time the SLA runs out, TCMS raises a warning (an amber icon) on Transport Orders and on the order itself, with the tooltip "Order has not been accepted by the partner."

  • If you turned the notification on, an email goes out with the order details and a link straight to it in TCMS, so you can withdraw and reassign, contact the partner, or contact Yojee Support.

  • You get one alert per transfer. There are no repeat reminders. If the order is later accepted, the icon clears but the breach stays on the order's history.
Verify it worked
  • Reopen the partner's page and confirm the SLA value and unit are still showing.
  • Reopen Team Notifications and confirm Transfer not accepted (DS) is ticked for the columns you chose.
  • The real test is a live transfer: if a transfer to that partner is not accepted within the SLA you set, you should see the amber icon appear and (if enabled) receive the email.
Good to know
  • Leaving the field empty, or entering 0, turns the feature off for that partner. No clock runs, no icon shows and no email sends.
  • This is order-level only. There is no SLA per item or per leg.
  • It's a wall clock. TCMS does not account for business hours, weekends or public holidays. A breach overnight will still be sitting there for you to action the next morning.
  • The SLA is per partner, not company-wide. You set it individually on each partner's page. There is no default that applies to every partner at once.
  • If "Auto accept transferred orders" is turned on for that partner, the SLA field is greyed out and can't run, because auto-accepted transfers can never breach. Your entered value is kept, and starts working again if you turn auto-accept back off.
  • Changing the SLA does not affect orders already in transit. A transfer keeps the SLA value that was in place when it was created.
  • This does not send anything to the downstream partner. It's for your team only.
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