Courier company · Couriers

Delivery order (route) and "courier on the way"

Seeing, suggesting and changing the stop order of a courier's jobs on a map, and the "courier on the way" message with an estimated arrival time for the recipient.

When a courier has several jobs, the system suggests which address to visit first. You or the courier can change the order. If you want, the recipient also gets a "courier on the way" message.

How does it work?

• Each open job has two stops: pickup and delivery. A pickup always comes before the delivery of the same shipment.
• The suggestion starts from the courier's last location, goes to the nearest stop, then shortens the order.
• Distances are straight-line; 30% is added for roads. Times are a rough estimate (no traffic).
• The order is only a help: prices and courier earnings do not change.
• If an address has no location, the area centre is used; if that is unknown too, the stop goes to the end.

Step by step: seeing and changing the order

1. On the Couriers page, click the courier.
2. In the Delivery order card you see the numbered stops on the map and the list.
3. Each stop shows the distance and estimated time (~min) from the previous stop.
4. To change the order, drag a row or press Move up / Move down.
5. Press Save order. Distances and times are recalculated when you save.
6. To go back to the system's suggestion press Suggest route; to delete the saved order press Reset.

Good to know

• You cannot save if a delivery is placed before the pickup of the same shipment; a warning appears.
• The saved order also appears in the My route screen on the courier's phone. The courier can change it too.
• New jobs that arrive after saving are added at the end; finished jobs drop off the list.
• If the courier has no location from the last 30 minutes, the order starts from the first stop and no times are calculated.
• Changing the order needs the manage orders permission.

Courier on the way

When the courier heads to the next delivery, the recipient gets an SMS (and an e-mail if they have one) with the estimated arrival time and a tracking link.

1. Open the Couriers › Courier suggestions settings.
2. Tick the box in the Courier on the way section (off by default).
3. Enter the Average speed for arrival time (default 25 km/h). Times on the route screen use this speed too.
4. Press Save.
5. You can change the message text in Settings › Notifications, in the "Courier on the way" template.

• It is sent at most once per order.
• It is not sent if the courier's last location or the delivery address location is unknown.
• If you use the platform SMS account these SMS are charged too; no fee is charged on your own SMS account.
• This message goes only to the recipient; it is not sent to Slack/Teams or webhooks.

Having trouble?

• No times are shown: The courier has no location from the last 30 minutes. Ask the courier to turn on location in the app.
• A stop is at the end with "location unknown": The location of the address and the area is unknown. Mark the area centre in Courier suggestions › Area centres.
• "Courier on the way" is not sent: Check that the setting is on, the courier's location is up to date and the recipient's phone is correct. Look at the Notification log.
• I cannot save the order: A delivery cannot come before the pickup of the same shipment; move the stop in the warning.