Delayed Driver Assignment
Last updated August 28, 2025
Once an order is assigned to an external fleet, it is available for their drivers to accept it. Ideally, orders are accepted by drivers within 5 minutes, but it can take up to 20 minutes if drivers are in high demand (assuming the preparation time at the merchant is < 20 minutes).
If an external fleet is taking longer than 20 minutes to assign a driver, it could be because:
- There aren't as many drivers available as usual
- The order is undesirable due to low tip or long drive
Expectations for an ASAP delivery (assuming <20 minute prep time):
- deliveries should be assigned within 5 minutes of the estimated "Pickup ETA"
- deliveries should be picked up within 30 minutes of the "placed" time
- deliveries should be delivered within 50 minutes of the "placed" time
Table View:
Map View:
What to do when deliveries are delayed too long?
If your order has been Pending External for over 30 minutes, you can try reassigning it to a different fleet - but beware this could result in a worse delivery experience.
How to reassign a delivery:
- Click the Reassign button in order details.
- Change the order to ASAP by pressing the "BACK" button on the assign modal
- Click Get Quotes
- Choose your fleet, and press "Confirm and Assign"
Want to automate reassigns? Reach out to your account representative and we can enable an auto-reassign strategy for you stores.
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