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Driver Response

This guide explains what happens from the Destination Depot Officer's perspective when a driver responds to a door delivery assignment — either accepting or declining — and how to handle each scenario.

Prerequisites

  • You have assigned a driver to one or more door delivery orders
  • The order driver_handover_status is currently awaiting
  • The driver has received their assignment notification

Steps

Step 1: Monitor the order status

After assigning a driver, the order's driver handover status shows as Awaiting. You can view this on the Order Detail screen. The driver will respond by either accepting or declining the assignment.

Scenario A: Driver Accepts

Step 2a: Driver accepts the assignment

When the driver accepts the delivery assignment:

  1. The order driver_handover_status changes from awaiting to accepted
  2. The order status transitions to on_route
  3. A delivery token (QR code and 6-digit PIN) is generated for the customer
  4. The driver is now responsible for delivering to the customer's address

Step 3a: Verify order is on route

Navigate to the orders list to confirm the order now shows On Route status. No further action is required from you — the driver will deliver to the customer and confirm delivery using the QR code or PIN.

Scenario B: Driver Declines

Step 2b: Driver declines the assignment

When the driver declines the delivery assignment:

  1. The order driver_handover_status changes from awaiting to declined
  2. The driver's decline reason is displayed on the order
  3. The order remains at at_country_depot status — it is not dispatched
  4. You receive a notification that the driver declined

Step 3b: View the decline reason

The decline reason provided by the driver is shown on the Order Detail screen. Common reasons include vehicle issues, address unreachable, scheduling conflicts, or delivery area too far. Review the reason to decide your next action.

Step 4b: Reassign a different driver

After a driver declines, reassign the order to a different driver:

  1. Open the order that has a declined driver handover status
  2. Tap the Reassign Driver button
  3. Select a different driver from the available team members
  4. Confirm the new assignment
  5. The driver_handover_status resets to awaiting and a new notification is sent to the selected driver

Tip

If a driver repeatedly declines orders for a specific area, consider assigning a different driver who covers that delivery zone to avoid delays.

Result

Scenario Driver Handover Status Order Status Delivery Token Next Action
Driver accepts accepted on_route Generated (QR + PIN) None — driver handles delivery
Driver declines declined at_country_depot Not generated Reassign a different driver

Notifications triggered

  • On accept: Order moves to on_route; delivery token generated for customer collection confirmation; driver proceeds to deliver
  • On decline: Destination Depot Officer notified of decline with reason; order available for reassignment to another driver

Troubleshooting

Issue Cause Solution
Order stuck on "Awaiting" Driver has not responded yet Wait for the driver to respond, or contact them directly
Cannot reassign after decline System may require a brief refresh Refresh the order detail screen and try again
Same driver declines again Underlying issue not resolved (e.g. area too far) Assign a different driver who covers the delivery area
Delivery token not generated Driver has not accepted yet Tokens are only generated once the driver accepts — wait for acceptance
Order not moving to "on_route" Driver hasn't accepted the assignment yet This is expected — the order transitions only when the driver accepts