Overview
The denials tracking feature allows you to log and monitor ride requests that cannot be fulfilled. This helps your organization track unmet demand and identify patterns in service gaps.
Configuring Denial Types
Before you can log denials, your organization needs to set up denial types in the system. When adding a denial in Spare Operations, admins and dispatchers must choose a denial type from this list. Navigate to Organization Settings to configure your denial types.
Adding Denial Types: Create custom denial reasons that reflect your organization's specific needs (e.g., "No Available Vehicles," "Outside Service Area,")
Editing Denial Types: You can modify existing denial types at any time to update their names or descriptions.
Archiving Denial Types: When you archive a denial type:
It will no longer appear as an option when logging denials in Operations
It will be hidden from the denials page
Historical denials of this type will still be available in reporting for data continuity
Logging a Denial
When the Button Becomes Available
The Log Denial button can be found on the request booking page. It becomes available as soon as you enter:
Rider's name
Pickup location
Drop-off location
The button remains accessible throughout the entire booking process, even after you've selected a service or chosen a time.
Steps to Log a Denial
Click the Log Denial button during the booking process
Select a denial type from the dropdown menu (options are configured specifically for your organization)
Add any relevant notes explaining why the trip was denied or details about the rider's request
Click Log Denial to save
After Logging a Denial
Once you've logged a denial, you have several options:
Edit - Go back to modify the denial information
Create New Request - Start a completely new booking flow
Close - Continue with your existing booking request
Note: You can log a trip as unmet demand and still complete the booking. For example, if a rider is willing to negotiate on pickup time, you can log the initial denial and then proceed to book an alternative trip for them.
Viewing Denials
Denials Page
Access your denials list by navigating to Rides > Denials.
The denials page displays:
A list of all logged denials
Associated information (such as service type, if one was selected before logging the denial)
Rider details
Pickup and drop-off addresses
Who logged the denial
You can also edit any denial record if information was entered incorrectly or needs updating.
Denials Reporting
Accessing the Denials Dashboard
For a comprehensive analysis of your denials:
Navigate to the Template Library
Select the denials report template
View detailed analytics including:
Denial types breakdown
Riders who were denied service
Detailed denial information
You can create custom reports to analyze specific aspects of your denials data based on your organization's needs using our report builder.
Questions?
If you have any questions about the denials tracking feature, please contact support.