Go-Back

What is a go-back?

A go-back is a return trip a waste collection truck makes to service a stop that was missed, disputed, or not completed on the first pass.

Go-back explained

A go-back happens when a truck leaves its planned route to revisit a single stop, usually after a resident reports a missed collection. Each return trip adds fuel, driver hours, and vehicle wear for one pickup that should have cost almost nothing in the normal sequence. Many go-backs are avoidable because the bin was never set out, but without photo or GPS evidence, the hauler or city has no way to prove it and sends the truck anyway.

Frequently asked questions

What causes most go-backs?

Go-backs are caused by bins not set out on time, blocked or inaccessible containers, contaminated bins that drivers skip, and genuine missed stops. A large share come from disputes where the resident reports a miss but the container was never at the curb. Without documented proof of what happened at the stop, teams default to sending the truck back rather than arguing with the customer.

How much does a go-back cost?

A go-back costs a waste operation fuel, driver time, and route capacity for a single stop, making it one of the most expensive routine events in collection. The exact figure varies by fleet and route density, but haulers and cities that log and avoid unnecessary go-backs report six-figure annual savings. The hidden cost is capacity: every return trip is time a truck could spend on productive stops.

How do haulers and cities reduce go-backs?

Haulers and cities reduce go-backs by capturing proof of service at every stop, typically photos, GPS location, and timestamps recorded from the cab. When a resident calls about a missed pickup, customer service can check the evidence and confirm whether the bin was out before dispatching a truck. Cities using this approach have gone from dozens of go-back calls a day to near zero.