Order Types

Definition

Each order that is created has a specific order type. The order type determines workflow and the possible statuses of that order. Order Types are assigned to services. And every order in Onro has a specific service.

The Order type is provided in the service settings.

Different order types are examined in Onro. The sections that follow go over each of these in detail.

On-Demand

Use-Case

When a driver receives an item from a pickup location and needs to deliver it right away to a drop-off location, this order type should be utilized.

Pickup and drop-off locations are required for On-Demand orders. Of course, a multi-drop-off order is also a possibility. Orders placed on-demand can be scheduled.

For example, suppose an order is scheduled at 8 a.m. tomorrow. It means the driver must arrive at the pick-up location at 8:00 a.m. to pick up the package, then proceed to the drop-off location to deliver the package to the recipient.

One driver is responsible for receiving and delivering the package in On-Demand orders.

Restaurant food delivery, for example, is an on-demand order because the driver must deliver the food to the drop-off location.

Customers who place On-Demand orders can chat and communicate with the driver while viewing its location on a map in real-time.

Note: A vehicle type must be chosen before an on-demand order can be created.

Note: The concept of a hub or warehouse is not present in the on-demand order type.

Statuses

Successful workflow on an On-demand order type

On-demand workflow has ten statuses:

Pending
Unassigned
Assigned
Started
Arrived
Picked up
Done
Customer Canceled
Driver Canceled
Support Canceled

Pending

Orders can generally be made in four ways: By Dispatcher, Customer Application, Customer Panel, And Customer API. Regardless of how the order is created, its status will be pending at first. Pending status means that the order created by the customer was stored on the server and is waiting to be processed.

For an on-demand order, the process that needs to be done after creating (in the pending status) is to find the right drivers that meet the conditions for receiving and completing the order and is also to send it to them immediately. After the drivers receive the order, they can accept it or not.

Finding the right drivers for an on-demand order is done by an algorithm in which some of the parameters can be configured based on business strategies.

Unassigned

Unassigned status means that no driver has accepted the order. If the order sends to the drivers and none of the drivers does not accept the order, the status of the order will change to Unassigned. In addition, if the driver finder algorithm can not find the right drivers, the order will go to this status directly.

Assigned

When a driver accepts an order, the status of the order changes to the Assigned. In this status, the search to find a new driver stops, and other order information, including customer information, is displayed to the driver. Driver information is also sent to the customer and order is formed between the customer and the driver.

Started

After the driver accepts the order, the order details are displayed for him/her. The customer also sees the driver's information and they can communicate via chat, SMS, or phone call. When the driver wants to start the order, pressing the start button changes the status of the order to the Started.

Arrived

When the driver reaches the pickup address, he/she can change the status of the order to Arrived. This status of the order can be used to inform the customer when the driver arrives.

Picked up

When the driver picks up, he can change the status of the order to Picked up. By changing the status to Picked up, it can be considered that the order is on the way to the drop-off address.

Done

Finally, after the order is completed, its status can be changed to Done. This status indicates that the order has been finished.

Customer Canceled

When the customer cancels the order, the status of the order changes to the Customer Canceled. In this status, the order has been stopped and the customer is unwilling to continue the ordering process.

Driver Canceled

If the driver cancels the order for any reason, the status of the order will be changed to the Driver Canceled.

Support Canceled

If the order is canceled by support for any reason, the status of the order will be changed to the Support Canceled. Users of Admin Dashboard (depending on their permissions) and users of Dispatcher can change the status of orders to the Support Canceled.

The status of an order may change from the time it is created and stored in the database until it reaches an endpoint status. When the status of an order reaches an endpoint, it is considered closed. Statuses that are considered endpoints are as follows: Unassigned, Customer Canceled, Driver Canceled, Support Canceled, and Done.

Workflow

Customer sends an order through Customer Application, Customer Panel, or Customer API to the server.
The server gets the customer's order, sets its status to Pending, and stores it in the database.
The server starts a timer called "Order Expiration timer". This timer counts down until becoming zero. The case of the order must be closed by the end of this time.
The server starts the operation to find drivers. Drivers who are online and meet the conditions of the order are selected by the server to receive the order. The server sends the information of the order to the drivers who are selected.
Drivers receive the order information on their application. If no driver accepts the order and the "Order Expiration Timer" finishes, the status of the order will be changed to Unassigned.
Any driver who accepts the order faster is selected to complete the order. When the order is accepted by a driver, the status of the order is changed to Assigned.
After the status of the order changes to Assigned, the driver can change the status manually to the Arrived, Picked up, and finally Done.
The driver and the customer can cancel the order before it reaches the Picked up status. If the status of the order has changed to the Picked up, neither the driver nor the customer can cancel it. Because after this status, the customer may have paid for the order or the driver may be on his way to the drop-off. If the driver cancels the order, the status of the order changes to the Driver Cancel, and if the customer cancels the order, the status of the order changes to the Customer Cancel.
Support can cancel orders in all statuses before they reach Done. When support cancels the order, the status changes to Support Cancel.

Scheduled On-demand Orders

A scheduled On-Demand order is a type of On-Demand order that has a specific pickup or drop-off (or both) time. These types of orders follow all On-Demand orders concepts.

The main difference between a scheduled On-Demand order and an On-Demand order is that when the pickup time is specified, the driver must go to the pickup address that specified time period. Also in the workflow, the operation to find drivers continues until the specified time for pickup. In a scheduled On-Demand order, the drop-off time can also be specified, in which case the driver must be present at the drop-off address at the specified time.

Pickup & Delivery (P&D)

Use-Case

For same-day and next-day delivery services, this order type is used. Drivers collect packages, which are then held in a hub or warehouse before being delivered by drivers.

The schematic process is depicted in the graphic below.

Driver A may collect the package, and driver B may deliver it in this type of service. Furthermore, collection and delivery should occur two separate times (even on two different days).

Note: It's worth noting that packages can be transferred and stored between multiple hubs.

Note: This is the most popular e-commerce service.

Two more orders are automatically created with this order type: a Pickup order and a Delivery order. Drivers can be assigned to these orders.

Read these sections for pickup and delivery orders.

Pickup Only

Delivery Only

In other words, we will have three additional orders after registering a P&D order.

P&D
Pickup
Delivery

As you can see in the image below, the driver interacts with the Pickup and Delivery orders, and the customer interacts with the P&D order.

Below is an example of a customer placing a Pickup and Delivery order. And the Pickup and Delivery orders have been assigned to the driver.

Note: Each of these three orders has its order id, barcode, tracking link, and status.

Note: On all three orders, the customer gets access to tracking links.

Note: with P&D orders, selecting a vehicle type is an option. It means that the company can determine whether or not to offer the customer the option of choosing a vehicle type!

Note: in P&D orders, customers will not be able to chat with the driver.

Statuses

The status of a P&D order can be one of the following.

Pending

A package has been placed, but no driver has yet arrived to pick it up at the point of pick up.

Collecting

The package is being collected and delivered to a distribution hub or warehouse.

Transit

The package was received and is currently in the hub, but it has not yet been withdrawn to be delivered.

Delivering

The driver is delivering the package.

Done

The package was delivered to the final recipient.

Note: In status done, the customer's and the driver's transactions are finalized.

Customer Canceled

The customer has canceled the order. Only after the order is in the pending status may the customer cancel it.

Driver Canceled

The driver has decided to cancel the order.

Canceled Support

Support has decided to cancel the order.

Unassigned

If a driver is not assigned to order within a particular time when the assignment model is auto, the order status becomes unassigned.

Workflow

In the graphic below, you can observe the workflow of a successful order.

As you can see, the status of P&D changes in tandem with the status of Pickup and Delivery orders.

Steps of a Successful P&D Order

One: A driver is assigned to the Pickup order.

Two: The driver starts the pick-up order. The pick-up order's status is now started, and the P&D order's status has been changed to collecting.

Three: As soon as the package is collected at the pick-up location, the pick-up order status changes to picked up. The P&D status is still collecting.

Four: The status of the pick-up order is completed when the driver delivers the package to the hub. The P&D order is also changed to transit status at the same time. This status indicates that the package has been given to the warehouse by the driver. The driver can now sign a Proof Of Delivery form for the order.

Five: The Delivery order is assigned to the driver when the package is ready for delivery. (Of course, delivery orders can already be assigned to the driver.) The status of the P&D order is still in transit at this time. However, the delivery order's status is assigned.

Six: the driver starts the delivery order. The delivery order status is started at this moment, and the P&D order status is switched to delivering.

Seven: After the package is delivered to the final recipient, the driver marks the delivery order status as completed. The status of the P&D order switches to done at the exact moment. At this stage, the driver can record the order's proof of delivery information.

Note: the delivery order cannot be begun until the pick-up order has been completed.

Note: if we have multiple hubs, the P&D status will be transient.

Note: Drivers can be assigned to both pick-up and delivery orders at the same time.

Note: editing the status of orders in the Dispatcher Panel impacts the status of other orders. If a pick-up & delivery order is canceled, for example, pick-up and delivery orders will be canceled as well.

Pickup Only

Use-Case

There is just one address in this order type (pick-up address). There are two sorts of Pickup Only orders.

Independent Order: is one that is created independently

P&D-related Order: An order is generated automatically when a P&D order is placed. More information can be found in this section.

Note: the flow and status are the same for both categories.

Statuses

The status of a Pickup order can be one of the following.

Pending

When an order has been placed, no driver has yet been assigned to it.

Assigned

The order has been assigned to the driver. However, the order has not yet begun.

Started

The driver starts the order and proceeds to the pick-up location. The driver's location is presented in real-time in the link tracking in this status.

Picked up

The driver receives the package.

Done

The order has been successfully completed.

Note: Transactions for the customer and the driver are finalized in status done.

Customer Canceled

The consumer has decided to cancel the order.

Driver Canceled

The driver has decided to cancel the order.

Canceled Support

Support has decided to cancel the order.

Unassigned

When the assigning model is auto, the order status becomes unassigned if the driver is not assigned to the order within a particular amount of time.

Workflow

The picture below depicts the path of a successful order.

Steps of a Successful Pickup Order

One: A driver is assigned to the pick-up order.

Two: The driver starts the Pickup order. The status of the Pickup order is started at this point.

Three: After a package is collected at the pick-up location, the driver changes the status of the Pickup order to picked up.

Four: When the driver announces that the order has come to an end, The driver can now sign a Proof Of Delivery form for the order.

Delivery Only

Use-Case

There is just one address in this order type (delivery address). There are two sorts of Delivery Only orders.

Independent Order: An independent order is one that is created independently

P&D-related Order: An order is automatically generated when a P&D order is created. More information can be found in this section.

Note: the flow and status are the same for both categories.

Statuses

The status of a Delivery order can be one of the following.

Pending

When an order has been placed, no driver has yet been assigned to it.

Assigned

The order has been assigned to the driver. However, the order has not yet begun.

Started

The driver starts the delivery and proceeds to the delivery location. The driver's location is presented in real-time in the link tracking in this status.