Manage orders

In the order card, you can view order details, call the customer, and mark the order as completed.

View order details

Open the order card according to your selected route view in the app.

Order card

Order cards are made up of multiple cells:

1. Delivery sequence number in the route.

2. Timeframe for completing the order.

3. Information about the customer.

4. Order status.

5. Confirm the delivery time. Displayed if the order delivery time hasn't been confirmed.

6. Specify the coordinates of the delivery location.

7. Call the customer. The button won't be displayed if the phone number has a wrong format.

8. Order weight (if specified).

9. Indication that the order needs to be picked up from the customer.

10. Order status comment.

    To write or edit a comment, tap and save the changes. Messages longer than four lines will be collapsed. To see the entire comment, tap Expand.

    Example: "I've called three times, but they keep rejecting my calls".

11. External order number.

12. Order number assigned during planning.

13. Order delivery address.

14. Coordinator's comment.

15. Show the order on the map.

16. Edit the order status comment.

17. Delivery address. Displayed if the orders are related.

18. Order contents (if specified).

19. Add a photo of the order.

20. Payment info (if specified).

21. Change the order delivery time.

22. Use this button to send a message with order details. For more information, see Share order details.

23. Menu for changing the order status: Completed, Partially delivered, or Canceled.

24. Tap Completed if the order was delivered in full.

25. Tap Navigation to plot a route to the order in Yandex Navigator, Yandex Maps, or RouteQ.

26. The element appears when multiple orders are located at the same address. Use it when handling multi-orders.

27. Time spent within the order radius and distance to it. Displayed if automatic delivery is enabled.

When the order status changes to Completed, Partially delivered, or Canceled, only the completion time and the customer's address are displayed in its card. To see the customer's phone number, reopen the task.

View order contents

To see which items you need to get from the vehicle and deliver to the client, tap the link with the number of items in the Order contents section. You'll see the list of items and their cost.

Order payment

The payment info section displays:

• Payment method:

  • Card payment.
  • Cash payment.
  • Order already paid — if the order has been prepaid.

• Amount due.

To change the payment method:

1. Tap the payment info section and select an option:

   • Cash
   • Card

   You can't select or change the Prepaid method — the logistics coordinator sets it during planning.

   

2. Tap Save.

The customer can have a delivery item list uploaded and the following options enabled:

• Partial delivery.
• Mandatory photo verification.
• Barcode scanning.

In this case, you need to take photos and scan the items before you can proceed to the next order.

Card or cash payment

Do the following:

1. Mark the order as completed.

   For partial delivery:

   1. Select and confirm the reason for return.
   2. Specify the items the customer is not ready to purchase.
   3. Check the order contents.
   4. Complete the delivery.

   For more information on the steps to follow in case of partial order fulfillment, see Partial delivery.

2. If the order has been delivered, check the payment details.

   

   You can change the payment method to a valid one if necessary. To do so, tap the previously selected option and choose another one.

   If the order is canceled, you don't need to check the payment details.

3. Collect cash or confirm card payment.

   For partial delivery, only kept items are charged.

4. Tap Yes, order is paid.

The order status in the app will change to Completed or Partially delivered.

Prepayment

If the customer has prepaid, the order card displays an icon and the Order already paid status in the payment info section.

Do the following:

1. Mark the order as completed.

   For more information on the steps to follow in case of partial order fulfillment, see Partial delivery.

   The order status in the app will change to Completed, Partially delivered, or Canceled.

2. Please inform the customer that to request a refund for a partial delivery or canceled order, they should contact RouteQ support.

Share order details

Use this button to share a message with order details:

• With your contacts in messengers or via SMS.
• Via the social media you use.

Information that's sent in the message:

• Order number.
• External customer number.
• Courier's phone.
• Customer contact information.
• Delivery address.
• Order status.
• Delivery time.

Adding photos

You can add photos:

• To order cards, to confirm delivery and proper condition of items.
• To depot cards, to confirm receipt or return of items.

Use the widget:

1. Open the order or depot card.

2. Tap Add photo .

3. Select an action:

   • Take photo — Take one or multiple photos from the app.

   •  — Add one or multiple photos from the gallery at the same time.

   •  — Return to the order or depot card.

   You can attach no more than 10 photos at a time. Any photos beyond this limit won't be added. The total number of photos you can add is not limited.

4. After selecting the photos, tap Done. The photos will be displayed in the preview.

5. Tap Done.

Supported formats are JPEG, PNG, and HEIC.

You will not be able to attach photos without an internet connection. Try doing it again once you're online.

To add a photo to the existing ones:

1. Open the order or depot card.

2. Tap .

3. Repeat steps 3 through 5 following the instructions above to add a photo.

To delete a photo:

1. Open the order or depot card.

2. Tap on the thumbnail of the photo you wish to remove.

Specifying coordinates

The location of loading and unloading the delivery does not necessarily match the location of your destination. For instance, your destination might be a building of unusual shape, with multiple access points. In such cases, specifying the coordinates of your delivery location will make the delivery easier and quicker next time you arrive there.

1. Open the order card.
2. Tap next to the delivery address.
3. Specify the position of your destination by moving the map.
4. Tap Save address.

Update order status

To mark the current status of an order in your route, open the order card and select one of the options:

• Completed, if the order has been successfully delivered.

• → Partially delivered, if only part of the order has been delivered.

• → Canceled, if the order couldn't be delivered.

The Completed or Partially delivered buttons are available in manual delivery mode. For more information about partial delivery, see the Additional features section.

You can complete the delivery even when you're offline. If you can't mark an order as completed, contact your logistics coordinator. For more information, see Order statuses.

When the order status changes to Completed, Partially delivered, or Canceled, you can see the time when that happened in the order details.

To return a completed order to active status, open it and tap Reopen task.

Multi-orders

If you have multiple orders associated with the same address, they will be combined into a single multi-order.

To see all orders in a multi-order:

The multi-order card will open.

If you're in manual delivery mode, you'll see the All orders completed button. Tap it to register the delivery of all orders in a multi-order (excluding canceled and partially delivered orders).

To close the card and go back to the route, tap .

Contact support