Understanding Order Statuses

Shaloz orders move through several statuses from creation to completion. Understanding these statuses helps you manage deliveries effectively.

__________________________________________________

Complete Status Reference

Order Lifecycle:

Created → Pending → Sent for Delivery → Assigned →
En Route to Pickup → Arrived at Pickup → En Route to Drop-off →
Arrived at Drop-off → Completed

OR

Created → Pending → Cancelled

__________________________________________________

Status: Pending

What It Means:

• Order created but not yet fulfilled
• Payment not authorized
• No driver assigned
• Awaiting your action

What's Next:

• You must fulfill the order
• Select order and click "Fulfill Selected"
• Process payment
• Order moves to "Sent for Delivery"

Actions Available:

• Edit order details
• Cancel order
• Fulfill order
• Delete order

How Long:

• Stays pending until you fulfill it
• No time limit

__________________________________________________

Status: Sent for Delivery

What It Means:

• Order fulfilled and payment authorized
• System notifying nearby drivers
• Searching for available driver
• No driver assigned yet

What's Next:

• Wait for driver to accept route
• Usually 1-5 minutes
• Automatic process

Actions Available:

• View order details
• Cancel order
• Refresh status

How Long:

• Usually 1-5 minutes
• Up to 15 minutes in slow periods
• If longer, contact support

__________________________________________________

Status: Assigned to Driver

What It Means:

• Driver accepted the delivery
• Driver has order details
• Driver preparing to head to pickup
• Driver name and info now visible

What's Next:

• Driver will start trip soon
• Status will change to "En Route to Pickup"

Actions Available:

• View driver information
• Track on map
• Contact driver
• Cancel order (before pickup)
• View delivery timeline

How Long:

• 1-10 minutes typically
• Driver may be completing another delivery first

__________________________________________________

Status: En Route to Pickup

What It Means:

• Driver started trip in app
• Driver navigating to your pickup location
• ETA to pickup location shown
• Real-time GPS tracking active

What's Next:

• Driver will arrive at pickup location
• Status changes to "Arrived at Pickup"
• Prepare package for driver

Actions Available:

• Track driver on map
• View ETA
• Contact driver
• Cancel order (not recommended at this stage)

How Long:

• Depends on distance
• ETA shown in tracking
• Typically 5-30 minutes

What You Should Do:

• Have package ready
• Prepare verification code (shown in portal)
• Ensure staff knows driver is coming

__________________________________________________

Status: Arrived at Pickup

What It Means:

• Driver marked arrival in app
• Driver at your pickup location/store
• Awaiting package and verification code
• Preparing for pickup

What's Next:

• Hand package to driver
• Provide verification code (4-6 digit code shown in order details)
• Driver confirms pickup in app
• Status changes to "En Route to Drop-off"

Actions Available:

• View driver location
• Contact driver (if they can't find you)
• See verification code
• Cancel order (last chance before pickup)

How Long:

• 1-5 minutes typically
• Time for driver to park, walk in, get package
• If longer, contact driver

What You Should Do:

• Give driver the package
• Provide verification code (driver enters this in app)
• Verify package details with driver
• Confirm customer address

__________________________________________________

Status: Picked Up / En Route to Drop-off

What It Means:

• Driver confirmed pickup with verification code
• Package is in driver's possession
• Driver navigating to customer
• ETA to customer address shown

What's Next:

• Driver navigates to customer
• Delivers package
• Takes photo proof
• Status changes to "Completed"

Actions Available:

• Track driver on map
• View ETA to customer
• Contact driver
• Cannot cancel (package already picked up)

How Long:

• Depends on distance to customer
• ETA shown in tracking
• Typically 10-60 minutes

What You Should Do:

• Monitor delivery progress
• Be available if driver contacts you
• Prepare for next orders

__________________________________________________

Status: Arrived at Drop-off

What It Means:

• Driver marked arrival at customer address
• Driver at customer's location
• About to deliver package
• Final step before completion

What's Next:

• Driver hands package to customer or leaves in safe place
• Driver takes photo proof
• Driver marks delivery complete
• Status changes to "Completed"

Actions Available:

• Track driver (map shows driver at customer location)
• Contact driver
• View delivery details

How Long:

• 1-5 minutes
• Time for driver to deliver and take photo

__________________________________________________

Status: Completed

What It Means:

• Package successfully delivered
• Photo proof captured
• Payment captured from your account
• Driver paid
• Delivery finished

What's Next:

• Nothing - delivery is done
• Review photo proof
• Customer receives confirmation
• You're charged for delivery

Actions Available:

• View delivery proof (photo)
• View complete timeline
• Download receipt
• View all order details
• No further actions needed

How Long:

• Final status
• Stays completed permanently

__________________________________________________

Status: Cancelled

What It Means:

• Delivery was cancelled
• No delivery occurred
• Payment authorization released (no charge)
• Driver unassigned (if was assigned)

Why This Happens:

• You cancelled order
• Customer requested cancellation (via WooCommerce)
• Driver couldn't complete delivery
• System error or issue

What's Next:

• Nothing - order is closed
• Can create new order if needed
• Review cancellation reason

Actions Available:

• View order details
• View cancellation reason
• View cancellation timestamp
• Create new order (if needed)

__________________________________________________

Status Transition Times

Typical Timeline (Example):

3:00 PM - Pending (order created)
3:05 PM - Sent for Delivery (you fulfilled it)
3:08 PM - Assigned to Driver (driver accepted)
3:10 PM - En Route to Pickup (driver started trip)
3:20 PM - Arrived at Pickup (driver at your location)
3:25 PM - En Route to Drop-off (package picked up)
3:45 PM - Arrived at Drop-off (driver at customer)
3:47 PM - Completed (package delivered)

Total time: 47 minutes (order creation to delivery)

Variables Affecting Time:

• Distance from center to customer
• Traffic conditions
• Driver availability
• Time of day
• Weather conditions

__________________________________________________

Status Notifications

You're Notified When:

• Order created (Pending)
• Order fulfilled (Sent for Delivery)
• Driver assigned (Assigned to Driver)
• Driver en route (En Route to Pickup)
• Driver picked up (En Route to Drop-off)
• Delivery completed (Completed)
• Order cancelled (Cancelled)

Notification Channels:

• In-portal notifications (bell icon)
• Toast popups (if enabled)
• Sound alerts (if enabled)
• Email (if configured)
• WebSocket real-time updates

__________________________________________________

What Each Status Means for Payment

Pending:

• No payment authorization
• No charges

Sent for Delivery:

• Payment authorized (hold placed)
• Not yet charged
• Authorization can be released if cancelled

Assigned → Arrived at Drop-off:

• Payment still authorized
• Not yet charged
• Can be released if cancelled before pickup

Completed:

• Payment captured (charged)
• Money transferred from your account
• Non-refundable (delivery occurred)
• Driver receives earnings

Cancelled:

• Authorization released
• No charge
• Money not taken

__________________________________________________

Viewing Status History

How to See Full Status Timeline:

1. Open order in Fulfillment Data
2. View status timeline/history
3. See:
4. All status changes
5. Timestamps for each change
6. Location data (if GPS available)
7. Driver information
8. Any notes or issues

Timeline Example:

 Completed - 3:47 PM
   Photo proof captured

 Arrived at Drop-off - 3:45 PM
   123 Main St, Boston, MA

 En Route to Drop-off - 3:25 PM
   Package picked up from Main Warehouse
   Verification code confirmed

 Arrived at Pickup - 3:20 PM
   Main Warehouse, 456 Industrial Dr

 En Route to Pickup - 3:10 PM
   Driver started navigation

 Assigned to Driver - 3:08 PM
   Driver: John Smith
   Vehicle: Honda Civic (ABC123)

 Sent for Delivery - 3:05 PM
   Payment authorized: $12.50

 Pending - 3:00 PM
   Order created via WooCommerce

__________________________________________________

Status Filters

In Fulfillment Data Page:

Filter by Status:

• All - See every order
• Pending - Orders awaiting fulfillment
• Processing - Active deliveries (Sent for Delivery → Arrived at Drop-off)
• Completed - Finished deliveries
• Cancelled - Cancelled orders

Use Filters To:

• Focus on orders needing action
• Monitor active deliveries
• Review completed deliveries
• Analyze cancelled orders

__________________________________________________

Troubleshooting Status Issues

Issue: Order Stuck in "Sent for Delivery"

Cause: No drivers available to accept

Solutions:

• Wait 10-15 minutes
• Check service area coverage
• Contact support if stuck >15 minutes
• May need to cancel and try later

Issue: Order Stuck in "Assigned to Driver"

Cause: Driver hasn't started trip yet

Solutions:

• Wait 5-10 minutes
• Driver may be finishing another delivery
• Contact driver to check status
• Contact support if delayed significantly

Issue: Order Stuck in "En Route"

Cause: GPS not updating or driver delayed

Solutions:

• Check driver location on map
• Contact driver
• Traffic may be causing delay
• ETA adjusts automatically

Issue: Status Not Updating

Cause: WebSocket disconnection or driver app issue

Solutions:

• Refresh page
• Click "Refresh Status" button
• Check internet connection
• Contact driver
• Contact support

__________________________________________________

Best Practices

Monitor Status Changes:

• Check notifications regularly
• Enable toast notifications
• Set up email alerts
• Review dashboard frequently

Act on Pending Orders:

• Fulfill orders promptly
• Don't let orders sit in pending
• Batch fulfill similar orders together

Be Ready at Pickup:

• When status is "En Route to Pickup"
• Have package ready
• Know verification code
• Ensure staff is prepared

Track Active Deliveries:

• Monitor processing orders
• Watch for delays
• Respond to driver contacts
• Keep customers informed

__________________________________________________

Need Help?

Status Seems Wrong?

• Try refreshing status manually
• Check order timeline for details
• Contact support with order ID
• Support: help.shaloz.com

Questions About Specific Status?

• See detailed explanations above
• Contact driver (if assigned)
• Contact support for clarification