Frequently Asked Questions (FAQ)

Table of Contents

1. Customers & Orders
2. Billing
3. Routing
4. Other

 

Customers/Orders

1. Is there a way to merge customer accounts?

    While the software doesn’t currently support account merging directly, you can contact the CurbWaste support team to submit a ticket, and they’ll assist you with the process.

2. Is there is any way to search the system by dump ticket number?
    
    No, not at the moment. 

3. How can I update information in the Dumping Summary—such as the dump ticket, weight, or dumpsite—after an order has been completed?

You will need to reach out to the CurbWaste Support chat to help assist with this request.

4. Is there a way to merge duplicate accounts?

You will need to reach out to the CurbWaste Support chat to help assist with this request.

5. Order # 01234567 is sitting in the reconcile screen for dumpster #1234. That dumpster is sitting at John Doe's location- we just confirmed with the customer. How do we reconcile it so it goes away or shows on that site?

You will need to assign this asset to the correct location via Inventory Management. Please refer to this article for more details regarding Asset Inventory

6. Is there a way we can change a dumpsite on an order after it was already approved in needs action?

You will need to reach out to the CurbWaste Support chat to help assist with this request.

7. How do I cancel dumpster delivery orders without completing them and then having to void it out?
     
    You can cancel commercial route delivery orders without completing and voiding them by using        the 'Unable to Complete' button in the CurbWaste Driver App.

    Here's how it works:

1. The driver selects 'Unable to Complete' for the order.
2. They are prompted to indicate if they will return later (Yes/No).
   • Choosing 'No' allows the driver to provide a reason and photo for why the order can't be completed.
3. The order is then removed from the driver's schedule and sent back to the unassigned queue in Dispatch.
4. This action does not generate an invoice and avoids the need to complete and then void the order.

     You can view the reason for cancellation in Dispatch, and as a dispatcher, you can also decide           whether to charge the customer for the trip.

Billing

1. I accidentally skipped syncing to quickbooks is there a way to undo that? 

You will need to reach out to the CurbWaste Support chat to help assist with this request.

2. Why am I not allowed to add charges to an invoice that is in needs review? When I click add additional charges it tells me that none are found

If you want to add an Additional Charge to a specific order or invoice, it must be attached to the price list used by the order

3. What payment policy will I choose for accounts to have both the tonnage and the dumpster fee on the same invoice? 

When setting up your payment policy, choose a billing frequency such as 'Weekly', 'Monthly', or another period (instead of 'Each Transaction'), and set the invoice generation to 'End of Period'. This will group all charges—including tonnage and dumpster fees—on a single invoice for that period.

If you use a frequency-based policy with 'Upon Order' or 'Upon Service' invoice generation, the tonnage fee may be split into a separate invoice from the dumpster fee.

You can configure these options in your payment policy settings. If you need step-by-step help, please refer here

4. How can I access my merchant processing statements?

Go to the Billing page and select the Processor tab.

5. How do I change a billing email address?

You can update the Billing email address by editing this value through the Customer Profile. 

6. How does manual credit cards work vs Automated credit cards? 

Please refer to this article that details the difference between these 2 options.

7. How do I apply a new payment policy to an existing invoice?

When you update and apply changes to a customer's payment policy, those updates will not affect existing invoices or orders—they will only apply to new orders moving forward. If you’d like an existing invoice to reflect the updated payment policy, you can create a manual invoice for that order, which will follow the new policy

 

Routing

1. How do I make changes or terminate a route?

If you need to make changes to the Setup Order, such as pricing, frequency, number of pickups, or to Terminate or Pause service, you must navigate to the Location page. Here is more information on this matter.

 

Other

1. How are Terms and Conditions sent to customers?

You can enable/add Terms and Conditions through settings by following this article. Once set-up, you will simply need to go to the Customer's Profile, click EDIT and toggle "Send T&C to Customer"

Updated: 08/20/2025