Delivery is Stuck in Pending External
Last updated September 4, 2025
If an order has been pending an external fleet for a long time, they might not have a lot of drivers available who are willing to take the order. Here are steps you can take to get a driver on the way ASAP:
Ensure there are no problems with the order
- Make sure the order is not out of zone
- Make sure the customer's address and phone number are valid
- Check if there's a tip
Reassign to a different fleet
- Make sure the order has been pending its current fleet for at least 30 minutes. When fleets are busy, it may take this long for their drivers to accept it.
- Click the Reassign button at the top of order details.
- On the Assign modal, select the new fleet you want to assign.
- If there's an error on the desired fleet that says "Pickup/dropoff time cannot be in the past," click BACK and change the order to ASAP.
If the Reassign button is grayed out:
- Drag order up to Pending Dispatch
- Open order details and click "Reassign"
- Choose which fleet you'd like to reassign and submit
Was this article helpful?