Applies to: Dispatchers · Accounting team members
Module: Loads and Trips
Last reviewed: 2026-06
Owner: Support
You cannot change the customer directly on a Released load. To update the customer, you must first revert the load to Delivered status, make the change, and then release it again.
Overview
Once a load is in Released status, the customer field is locked. This prevents edits to billing records while a load is under accounting review. To swap, replace, or correct the customer, you need to revert the load, change the customer, and re-release it.
Before You Start
The load must be in Released status.
You must have the "ReleaseLoads" permission to revert and re-release the load. Ask your administrator if you do not see the Revert Status option.
⚠️ Load already Invoiced? The steps below only work when the load is in Released status. If your load has already been invoiced (status: Invoiced), the Revert Status option will not appear — only Alvys Support can revert an Invoiced load. Contact Support using the Help button, provide the load number, and an agent will revert it to Delivered or Released so you can follow the steps below.
Steps
Revert the load to Delivered.
Open the load.
Click on the Manage dropdown menu
Select Revert Status. The load status changes from Released back to Delivered.
Image showing “Manage” dropdown menu with “Revert Status” button.
Update the customer.
On the load record, click the “Change Customer” button.
Select the correct customer and confirm the change.
Image showing the “Change Customer” button in the load details section.
Re-release the load.
Click Manage again.
Select Release. The load returns to Released status and is available to your accounting team.
Image showing “Manage” dropdown menu with “Release” button.
Result
The load is back in Released status with the updated customer. Your accounting team can continue invoice processing.
Request Assistance
If you prefer not to adjust the load or trip status yourself, you can get help from our support team:
Use the Chat Bot:
Navigate to the chat feature within Alvys and start a conversation with our chat bot..
Choose "Talk to a Person":
Select the Talk to a person option to connect with a support representative. They can assist you with updating the customer without altering the load or trip status.
FAQs
Q: Can I change the customer directly on a released load without reverting?
A: No. The customer field is locked on Released loads. You must revert the load to Delivered first.
Q: Will reverting the load affect my accounting team's work?
A: Reverting moves the load out of Released status. Any in-progress invoice steps will need to be restarted after you re-release the load.
Q: What if the load is already in Invoiced status?
A: Invoiced loads cannot be reverted using the standard Revert Status option — that option only appears on Released loads. Contact Alvys Support using the Help button, provide the load number, and let the agent know you need to change the customer. They will revert the load to Delivered status; from there, follow the steps in this article to update the customer and re-release.
Troubleshooting
Revert Status is not visible in the Manage menu
Your account does not have the "ReleaseLoads" permission, which is required to revert a load from Released status. Ask your administrator to assign this permission to your account.
Change Customer is not visible after reverting
Confirm the load is now in Delivered status. If the load returned to TONU status instead, a TONU date was recorded on the load and it reverted to TONU rather than Delivered.
Customer Name Discrepancies in QuickBooks
If a load appears under the wrong customer name in QuickBooks, it is likely due to an incorrect external accounting name in the customer profile. Update the external accounting name in the customer profile to match the intended customer. This correction should reflect properly in QuickBooks.
Load is in Invoiced status — Revert Status is not available
Once a load has been invoiced, the Revert Status option is no longer available through the standard workflow. Contact Alvys Support via the Help button, provide the load number, and note that you need to change the customer. A support agent will revert the load to Delivered status, after which you can follow the steps in this article to update the customer and re-release.