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.
Steps
Revert the load to Delivered.
Open the load.
Click Manage at the top of the load.
Select Revert Status. The load status changes from Released back to Delivered.
Update the customer.
On the load record, click the “Change Customer” button.
Select the correct customer and confirm the change.
Re-release the load.
Click Manage again.
Select Release. The load returns to Released status and is available to your accounting team.
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.
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.