‼️ Qargo Mobile app version 1.18.13 or later is required on all cross-dock scanning devices.

Summary

What: Incident reporting capability within the cross-dock scanning module (Qargo Mobile app)
- Configurable question paths can be triggered during unloading, loading, or free-scanning workflows to register anomalies and incidents.
Why: Warehouse operators had no way to report incidents from the scanning app. Issues such as damaged goods, missing pallets, or quantity discrepancies required phone calls or manual TMS entry, breaking traceability.
How: Relevant stop incidents and question paths are configured in the TMS.
- The incidents are then enabled in Integration settings.
- Operators encounter the question path on the mobile app during scanning and submit incidents with optional photos and documents.
- Incidents are pushed to the TMS automatically.

Prerequisites

Qargo Admin: Enable the relevant incident types in Configuration → Integration → Mobile app → Cross dock incidents
Super Admin: Create stop incidents and assign question paths to each incident type in the TMS

A depot operator scanning inbound pallets discovers damaged goods. The question path enables registration of the damage, photo attachment, and pallet record update — all within the scanning workflow, without returning to the TMS web app.
A warehouse team identifies a pallet quantity discrepancy (fewer pallets than expected). An incident is raised from the free scan flow. The incident surfaces on the relevant order in the TMS, giving planners immediate visibility.
A loading operator notices an unexpected pallet that does not match the outbound trip. A question path captures the anomaly and creates a cross-dock incident in the TMS, which appears with a visible indicator next to the order.

Term	Definition
Question path	A structured sequence of questions and responses (e.g. dropdown selections, photo prompts) that can be attached to an incident type. Operators follow the path to provide structured data about an anomaly.
Stop incident	An incident type defined at the stop level in the TMS. Cross-dock incidents use stop incidents as their base type.
Cross-dock incident	An anomaly or issue registered during cross-dock scanning (e.g. damaged goods, missing pallets, unexpected pallets). Pushed from the mobile app to the TMS automatically.
Pallet history	A record of all pallet scanning events in the TMS. Cross-dock incidents raised during scanning are visible in the pallet history.

NAVIGATE to RATES → Stop Incidents → Incidents.
CREATE the relevant incident types (e.g. Damaged goods, Missing pallets, Quantity discrepancy).
ASSIGN a question path to each incident type. Question paths define the structured fields the operator completes when raising the incident (e.g. photo upload, quantity field, reason dropdown).

NAVIGATE to Configuration → Integrations → Mobile app → Cross dock incidents.
SELECT the incident types to make available in the cross-dock scanning app. Only the selected incidents are presented to operators during scanning.
SAVE the configuration.

💬 Once incidents are created in order input, contact Qargo Admin or Account Manager to enable incidents in the Qargo Mobile app integration settings.

Question paths are available in the following cross-dock scanning flows:

OPEN the cross-dock scanning module in the Qargo Mobile app
SCAN pallets as usual within any supported scanning flow
SELECT the incident option when an anomaly is detected. The available incident types (as configured in Step 1) are displayed as a list
COMPLETE the question path for the selected incident type. Depending on configuration, this may include selecting a reason, entering a quantity, or attaching a photo or document.
SUBMIT the incident. The incident is sent to the TMS and appears on the relevant order, stop, and pallet history records.

NAVIGATE to the relevant order or stop in the TMS.
VIEW the incidents panel. Cross-dock incidents raised from the mobile app appear alongside existing stop-level and cargo-level incidents. A visible indicator on the order record flags open cross-dock incidents.

Issue	Likely cause	Resolution
No incident types appear in the scanning app	Incidents not enabled in Integration settings, or outdated mobile app version.	Enable incidents in Configuration → Integration settings → Mobile app → Cross dock incidents; update to mobile app v1.18.13 or later. If using updated version, user log out and back in to update.
Question path does not appear after selecting an incident	No question path configured for that incident type	Add a question path to the incident type in Configuration → Incidents → Stop incidents
Incident not visible in the TMS after submission	App connectivity issue during submission	Check mobile app connectivity; resubmit if needed
Incidents from a previous session are not visible in the mobile app	Expected behaviour - only incidents from the current scanning session are shown in the mobile app	View past incidents in the TMS web app
Cannot select certain fields in the question path	Only consignment-level and order-level fields are supported in question paths (v1)	Use the TMS web app to update fields not available in question paths
Cross-dock incidents do not sync to the pallet network portal	Pallet network portal sync not included in v1	Manage pallet network portal updates separately