Order statuses, flags and locations
What each status means, who normally sets it and how it differs from a flag or a location. Use this guide when you are unsure what an order is doing.
The journey of an order
- The normal path. From Unassigned to Delivered. “Being prepared” is only for restaurant orders: they become Unassigned when the kitchen marks them ready.
- When something goes wrong. A failed pickup or delivery leads to a retry, a return to the merchant, or a cancel.
- Final statuses (dark). The order is finished. It changes only through an exception.
Statuses
| Status | What it means | Usually set by |
|---|---|---|
| Created | The first event. An order never goes back to Created. | System |
| Being prepared | Restaurant orders only: the kitchen is preparing the food. Drivers are not offered it yet, and allocation rules skip it. Next: Ready for pickup (the order becomes Unassigned), or Cancelled. | The system, then the restaurant marks it ready |
| Unassigned | Waiting for a driver or a partner. Allocation rules retry every few minutes while nobody takes it. | System |
| Assigned to partner | Handed to a partner courier. Its statuses then come from the partner, and the partner’s shipment number comes from its system. You never type it. | Package rule or admin |
| Driver assigned | An own driver has the pickup. | Allocation rule, admin or the driver |
| Out for pickup | The driver is on the way to the merchant. Counts a pickup attempt. | Rider app or admin |
| Pickup failed | The pickup did not happen. A reason is required. | Rider app or admin |
| Picked up | The driver has the parcel. Next: the hub, or straight to delivery with the same driver when the service has Auto-dispatch on. | Rider app or admin |
| In hub | The parcel is at a hub. It does not ask for a driver. A merchant can drop the parcel at the hub, which closes the pickup. | Hub scan or admin |
| Dispatched | The parcel left the hub for delivery. | Hub scan or admin |
| Out for delivery | On the way to the recipient. Counts a delivery attempt and shows “attempt N”. | Rider app or admin |
| Delivered | Final. Records Paid by cash or card. The proof of delivery (photo, signature and GPS) is kept in History. | Rider app or admin |
| Delivery failed | The attempt failed, with a reason from your list. Next: try again, return or cancel. | Rider app or admin |
| Returning to merchant | The parcel is going back to the merchant. The return charge applies. A cancel after pickup also lands here, when your settings allow it. | Admin or a rule |
| Returned to merchant | Final. Proof is needed. | Rider app or admin |
| Cancelled | Final. A reason is required, the merchant is notified and a booking with a partner is cancelled. Only before pickup. | Admin or merchant |
| Lost · Damaged | Final. Set by an admin after pickup. The status is recorded; compensation is not handled in Fleetics yet. | Admin |
Merchants and customers see softer wording, for example “Waiting for a driver” instead of “Unassigned”.
Flags and location
Some things are shown next to the status without being a status:
- Location: in a hub, in transit to another hub or with a driver. A transfer between hubs keeps the status “In hub” and the location reads “In transit to” the other hub until it is scanned in there.
- Bad address: the order goes through, but there is no usable pin or the address matches no zone. Distance rules charge only the base price. Contact the sender or the recipient.
- SLA at risk / breached: the order used most (by default 80%) or all of the time its SLA rule allows. The side panel shows the rule and the timer.
- Late: delivered after its Deliver by time. Orders booked after the cut-off are not late.
- Updated: the recipient’s phone or address was fixed after a failed delivery. Edited after creation: the order was edited. The old values stay in the audit log.
- Failed check and Failed far from the address: a failed attempt that was marked too soon after the driver started, near the hub, without a map pin, or far from the pin. Delivered far from the address: a delivery marked far from the pin. These are shown to staff only, never to the driver, and the reason is in History. The minutes and distances are set in Settings › Orders.
- Out of coverage: the delivery city or zone is not served.
Attempts
A trip counts as one attempt: a pickup attempt at Out for pickup, and a delivery attempt at Out for delivery (or at Dispatched, if Count dispatch as an attempt is on). The default is 3 attempts for pickup and 3 for delivery. Re-attempts are included in the delivery charge. At the maximum only Return or Cancel remain. A trip that comes back to the hub untouched gives its attempt back.
Screens are simplified drawings with sample data. Your portal may look a little different, but the names and steps are the same.
Common questions
Can a status go back?
Never back to Created. With Workflow enforcement off (the default) any other status can follow any status, with a note for unusual steps. With it on, only the steps you set in Settings › Workflow are allowed.
How do I change a final status?
Only through an exception. See “Edit, cancel and correct mistakes”.
Why is a time shown in red on the status?
The order has been in that status for longer than your Needs-attention limit.