Orders and Route Management

Orders are the operational source for routes, stops, customer communication, pricing, quotations, billing readiness, and planner tasks.

Standard operating procedure

1. Open Orders and select New Order.
2. Select the customer and department. If the customer is blacklisted, stop and ask an administrator to review the account.
3. Add the pickup and drop-off addresses. Use the address suggestions, then confirm the selected locations are accurate.
4. Add passenger contact and identification details where required.
5. Add preset add-ons or a one-off custom add-on. Confirm quantity, selling price, and cost permission before saving.
6. Review Price Breakdown, route cost, SST, received/unreceived amount, and special request.
7. Submit, then accept the order only after operations can fulfil it.
8. Plan the accepted order in Planner and push it to the Driver App when the schedule is ready.

Multiple routes and stop sequence

One order may contain multiple pickup/drop-off route pairs. Each route pair creates two stops and must remain in the required operational sequence.

• Use Route Management to add a route to an eligible accepted or in-progress order.
• Use the route pair reorder controls to move a whole pickup/drop-off pair; never attempt to treat the two stops as unrelated tasks.
• A new route must have valid pickup/drop-off coordinates. If routing cost reports missing coordinates, reselect both addresses from the address suggestion result.
• Planner validation marks an invalid chain when a drop-off is before its pickup, or a later route begins before the required prior route and travel/wait time.

Price breakdown and billing readiness

Price Breakdown is the billing source of truth. Check every active route, package route, add-on, surcharge, refund, and SST before invoice generation.

Condition	Required action
Red pricing indicator	Complete the missing price or route cost before billing. Rejected and fully cancelled orders do not require pricing completion.
Route cost is zero or missing	Sync fuel prices in Order Settings -> Cost, then recalculate missing routing costs if the user has permission.
Add-on needs a correction	Use the row edit action. Save label, quantity, unit price, unit cost, and refund as applicable.
One route is cancelled after work has begun	The order becomes Terminated. Remaining active stops stay adjustable; do not cancel the whole order unless every route is cancelled.
Invoice already generated	Treat pricing and route changes as controlled exceptions. Review the billing impact first.

Status rules

• Submitted/Pending: review only; do not assign a driver.
• Accepted: operations can plan, amend eligible stops, and communicate with the driver/customer.
• In progress: service has started. Restrict changes to controlled operational corrections.
• Completed: read-only operational history and billing review.
• Cancelled: all work cancelled before completion.
• Terminated: partially completed or partially cancelled service. Remaining eligible stops may still be managed according to the current order state.
• Rejected: no operation or pricing-completion requirement.

Quotation, invoice and payment indicators

The order header and list show quotation status, invoice generated status, and payment status. These are distinct:

• quotation acceptance confirms the commercial offer;
• invoice generated status confirms billing document creation;
• payment completed confirms the invoice balance is settled.

Do not treat a quotation as an invoice or a receipt.

Troubleshooting

Issue	Check
Route does not appear in Timeline	Refresh after saving the route. Confirm the route was added while the order was eligible and both stops were created.
Planner does not show the order	Confirm service date, accepted/in-progress status, department, and that a driver department is selected in Planner.
Customer cannot create order	Check customer status and portal credential. A blacklisted customer is intentionally blocked.
Quote link cannot be used	Confirm the quotation remains pending. Accepted, rejected, or expired customer links are no longer reusable.