This article presents a fuzzy process for operational decision-making on the freight pick-up
and delivery. It allows assessing the impact of uncertainty conditions presented in urban
context variables such as time windows, service time, reacting available time, on the
distribution routes. We use the fuzzy decision process to assess customers' requirements on
a daily urban freight. The process supports the decision-making for accepting or rejecting
the requests. It considers a notable key index, the impact level on the route. This index
assesses the current values of the input variables. The changes are accepted when the
impact level on the route is lower than 0.25.
