Delivery is stuck in Pending Dispatch
Last updated August 26, 2025
When a delivery is stuck in the "Pending Dispatch" status, FIRST has received the order but hasn't assigned it to a provider. Here’s how to address and prevent this issue.
Common Causes
- Missing Dispatch Strategy: The delivery doesn’t have an auto-dispatch-enabled strategy attached.
- Provider Requirements Not Met: Issues like exceeding the delivery radius (e.g., over 20 miles for some providers) or an invalid customer phone number.
Steps to Resolve
Manually Dispatch the Order
- Drag the order down to Pending External.
- Review eligible providers under Quotes and assign one.
Check Failed Providers
- If there is an error for the fleet you want to assign, click BACK and take the corrective action that applies to the error.
- Correctable errors:
- Delivery instructions exceed character limit: Shorten the delivery instructions and remove special characters and emojis.
- Delivery time cannot be in the past: Change the due time from "Pickup By" or "Deliver By" to "ASAP."
- Invalid phone number: Enter a valid phone number for the customer. If you don't have it and want to continue with the delivery even though the customer won't receive a tracker link or be contactable by the driver, enter another phone number, such as your own.
Review Your Dispatch Strategy
- Confirm Auto-Dispatch is enabled for the territory.
- Update your Dispatch Strategy via Settings > Dispatch Strategies in dispatch.
Best Practices to Prevent "Pending Dispatch" Status
- Attach a Dispatch Strategy with Auto-Dispatch enabled for all orders.
- Regularly update Dispatch Strategies to align with provider rules and delivery needs.
- Consider provider-specific requirements such as delivery radius and lead times.
- Enable Auto-Reassign in all territories to automatically assign delayed orders to the next available provider.
By following these steps and practices, you can ensure efficient order assignment and minimize delivery delays.
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