Courier company · Orders

Step conflicts (offline delivery)

How steps the courier takes without internet are recorded, when they are not applied, and how to decide on the Step conflicts page.

Even in a basement, a lift or an area with no signal, the courier can tap Picked up, Delivered or Delivery failed in the Courino app. The app keeps the step on the phone and sends it with the step's actual time once the internet returns. So:

• The delivery time is when the courier actually delivered the parcel, not when it reached the server. Cash on delivery, earnings, reports and the delivery info sent to e-commerce sites use this time.
• Even if the same step arrives more than once (the connection drops and it is resent), it is processed only once: no double delivery, double earnings or double notifications.
• If the phone clock is wrong, the server corrects the difference; the time can never be in the future.

On the order page

• In Status history, when a step reached the server more than 2 minutes late, the row shows a cloud icon and offline · to server …. The upper time is the actual time, the lower one is when it reached the server.
• In the Orders list, a delivered order shows the actual delivery time under its status as Delivered: ….

When is a step not applied?

While the courier was offline you may have changed the order. In these cases the courier's step is not applied and a record goes to the Step conflicts page:

1. The order had been cancelled: the courier delivered but you cancelled in the meantime.
2. The job had been given to another courier: you took the job from the courier or gave it to someone else.
3. The order status had changed: for example you had already marked it delivered from the panel.
4. The step is older than 24 hours: the phone did not connect for more than a day.

The courier sees "your step was not applied and has been forwarded to operations" in the app. No step is lost silently.

Viewing conflicts

1. In the left menu, open Step conflicts, right below Orders. The red number in the menu is the count of open conflicts.
2. When a new conflict arrives, a Courier step not applied alert appears at the bottom left; Review conflict takes you to that order's records.
3. The order page also shows a yellow warning at the top when it has an open conflict.
4. The list shows the order, courier, step, reason, Actual time (when the courier took the step) and Reached the server (when the step arrived). Use Status to filter open or closed records.

Deciding

1. Check the order first; call the courier if needed.
2. Click Decide on the row.
3. Choose one: Operations decision stands; do not apply the step: your change was right (e.g. the job really was with another courier). Order corrected manually: the courier's step was right; you fixed the order on the order page (e.g. you undid the cancellation and marked it delivered).
4. Optionally write a Note and click Save.

This screen does not change the order by itself; it only records the decision. If the order needs fixing, fix it on the order page first.

Who can see it?

• Everyone who can view orders sees the page; deciding requires order management permission.
• A branch manager sees only their own branch's conflicts.

Having trouble?

• The courier says "I delivered" but the order is not delivered: check the Step conflicts page; the step may not have been applied because of a change you made meanwhile.
• I don't see the offline mark: if the step arrived within 2 minutes, no mark is shown; that is normal network delay.
• This page is not in the menu: you lack order view permission; ask the company owner.