Know what needs you before your phone rings

Orders: every order, every day, in one list

Not every question is about today. Orders lists every order across days, today and the days ahead first, then the days that are over. Chips with counts show what each one needs: not planned, on a route, delivered, failed, not attempted, on hold or cancelled. Search by name, order ID, phone, email or address and every day is searched, so an order from three weeks ago turns up too. Click a row: an open order opens on its day with the stop selected, a finished one opens its story with every attempt, message and proof.

• Failed orders show the driver’s reason and note right in the list
• Tick orders, or every order that matches, and move them to another day: a preview says how many move, how many failed ones go again with the same tracking link and how many delivered ones stay
• Put orders on hold and release them, with Undo
• Edit orders… changes the time window, priority, types, time at the stop, notes or labels of every ticked order at once, with Undo
• Cancel orders… keeps them as canceled, with the reason, instead of deleting them
• Export what you see to Excel, for the warehouse or a client
• Routes already sent that changed are listed, with a link to the day to send the updates
• Customer service starts here: find the order, read its story, see the low ratings to call back

Cancel an order, keep the record

A customer cancels, an order was entered twice, the stock isn’t ready. Choose Cancel order… on the stop, or Cancel orders… for the orders you ticked on the day or on Orders, and pick why: customer asked to cancel, duplicate order, out of stock or not ready, wrong or undeliverable address, payment problem, or another reason with a note. The order doesn’t disappear: it stays in Orders under Cancelled, in its history with who canceled it and when, and in Analytics.

• A driver who has the order sees it canceled on their route and can’t deliver it; a parcel already in the van says to bring it back to the depot
• A customer who was told a delivery time hears it was canceled
• Canceled by mistake? Restore opens the order again as long as no driver had it; the cancel stays in its history
• Delete is for orders entered by mistake. A plan or an order already sent to drivers can still be deleted, after a warning that says which drivers have it and lets you move, cancel or delete the orders not done yet. Delivered and failed orders always stay, with their proof

Replay any day, minute by minute

A customer says the driver never came. Open that day, click Replay and see where the van was when the driver reported: every van moves along its real GPS track with a 15-minute trail, each stop turns delivered or failed at the minute it was reported, and a hollow “ghost” shows where the plan put the driver, so lateness is plain to see. Play at x1, x10, x60 or x300, drag to any minute, or jump straight to the next event.

• Each driver at that moment: working or not, “Stopped 4 min · at #17”, minutes behind the plan, stops done, failed and to do, the next stop and its planned time
• Every event in one list: deliveries, failures with the driver’s reason and note and how far from the address they reported, customer changes, dispatcher actions and messages sent; filter it, search it, click an event to go to that minute
• Each minute shows the routes as they were sent at that time, and an order given to another driver after sending says “Moved from Jamal to Chris” and who moved it
• A report the driver took back stays in the list, struck through, with the time it was taken back
• Gaps in a GPS track are drawn dashed, with how long the phone had no signal
• Copy a link to the exact moment for a teammate
• One click from where the question comes up: a failed delivery in Needs attention, “Replay this driver” for a driver who stopped or went silent, each attempt in an order’s history, a low rating and the orders behind any number in Analytics
• Today: Live follows the day 30 seconds behind, so the vans glide between GPS points; Real time shows the latest position at once, and playing back today’s morning runs straight into Live

When a driver can’t go on

A driver calls in sick or the van breaks down mid-route. Two entries in the route’s ⋯ menu take it from there, and nothing changes until you click Send updates.

• Give this route to…: the rest of the route goes to another driver as it is, in the same order, with times worked out again for their hours, vehicle and skills; a spare driver joins the plan
• Driver can’t continue…: one rescue driver meets the van and takes the parcels, the other drivers take the stops with the fewest changes, or the stops move to another day (their customers hear the new day when that day’s routes are sent)
• A preview shows each driver’s extra minutes, who runs late, which customers fall outside the time they were told and who gets a new-time message
• Once sent, the old driver’s app says the route was handed over and stops sharing location
• The rescue driver’s route starts with “Collect 21 parcels from Hannah Lee’s van”, and your board shows “Collect 21 from Hannah” in amber until they tap I have them; only then does the board count the parcels in their van (“21 in van”), with “Collected 10:38 AM” in green
• Orders still at the depot: a rescue driver who already left gets a real “Pick up at the depot” stop before them, so the preview’s times, late stops and extra minutes include the drive back; a driver still at the depot just loads them

Every stop in one click

Click a stop on the map, in the list or on the timeline and its details open in a card over the map: driver and stop number, then the drive that gets there (from which stop, how long, how far), the arrival against the time window, any wait until the window opens and when the driver leaves, with the live ETA once the route is out. Below are the customer, their latest instructions, packages, notes and, once done, the proof. Edit it, assign it to a driver, move it to another day, put it on hold or copy its tracking link from there. Stops fixed to a driver say so, and ↑ ↓ walk along the route.

Move a stop by picking the route

With 30 drivers on the board, the route you want can be a long drag away. Pick the stops and click Move to… on the board’s bar, or Move to route… on a stop’s card, then type a few letters of the driver’s name and pick the route. The stops land where a drag would put them: each where it adds the least distance on that route, with Undo on the board.

• The same rules as a drag: stops a driver already started, on a locked route or already in a van stay where they are
• The route they are on now is greyed out, and a driver who isn’t working today is marked

Draw the way you want it driven

Know a better way to drive it? Choose Draw the route on the map in the route’s ⋯ menu and click point after point; a click on a stop snaps to it, and an arrow on each leg shows which way you are drawing. Order stops this way puts the stops in the order your line passes them and works out the times again, and Undo puts the old order back. Stops already done or under way stay first. The driver gets the stops in the new order.