First Delivery

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in FIRST provides a detailed view of delivery information, helping users manage and monitor deliveries efficiently. Here you can view customer, driver, order, payment, and delivery info. You can also click on the Expand button in the top right corner to view more information at once.

Displays essential delivery and provider information for managing live deliveries. Use this section to contact drivers or provider support as needed.

Displays list of items in the order, as well as their prices and any modifiers. When the order is delivered, the 

Offers a break down of all charges associated with the order. 

Offers an overview of key delivery details that tracks status updates in real-time from the driver’s app.

Displays a dynamic, real-time view of the delivery’s progress. Post-delivery, a red line shows the full route taken by the driver.

Manage deliveries efficiently with options accessible at the top of the page:

By using the information and tools on the 

, users can manage deliveries effectively, address issues promptly, and ensure a seamless experience for customers.

Understanding the Order Details Drawer

Expanding the Order Details Drawer, you can quickly access vital information to manage deliveries efficiently. 

Understanding the Expanded Order Details

In FIRST's delivery platform, you can easily verify if an automation rule was applied to a delivery. This helps you understand how deliveries are dispatched to a given provider and why. 

 You can view what dispatch strategy is applied to a merchant in your settings - Settings > Global > Dispatch Strategies, or in the Merchant Profile.

Navigate to the Dispatch home screen (link 

Click the "Table View" to view all of your deliveries. 

Locate the delivery you want to check (search by order number or customer name if needed).

Select the "delivery row" to open the "Order Details Drawer"

Click on the "Expand" icon to view full delivery information.

Scroll down to view the "Breadcrumbs". The strategy used will be one of the first events listed.

What Dispatch Strategy was used on a delivery

Track your delivery driver's real-time location using the Map View feature. Here's how to access and understand it:

tab on the left sidebar to open the delivery history page.

Orders in progress are on the left, and the map is on the right. You can drag the map to take up more/less of the screen.

Hover on an order to see its route on the map.

Understanding the Map in Delivery Details

The Order Details page has three key sections:

: Includes the delivery provider's contact information and charges.

: Displays timestamps for key delivery events like creation, arrival at pickup, and dropoff.

: Shows real-time delivery progress on the right side of the page.

: Marked with initials for the merchant location name

: Marked with a circle marker that is color coded (green is good, red is bad)

: The driver’s path. Hover over tracking points for status and timestamps.

The map updates automatically, ensuring you can monitor progress and provide accurate updates to customers.

Driver location may not show or update if:


 Their device location services are off or restricted.


 Their status webhooks don’t include location data.

: Adjust the zoom level for a detailed or broader view.

: After delivery completion, view the full route the driver took.

Live tracking depends on the driver's device and the delivery service. If a driver's location is not showing or updating, contact the Delivery Service support line to get an update on the driver's location.

Tracking Your Delivery in Real-Time Using the Map

The delivery timeline feature offers real-time updates, keeping you informed about each step of the delivery process.

The timeline shows status updates with timestamps, tracking the driver’s actions and progress.

The Duration is the expected delivery time. These are the ETA's the diner sees when they place their order.

: Fleet has assigned a driver to the delivery.

: A new driver was assigned to the order.

Updates appear in reverse chronological order, with the most recent at the top.

Status updates may vary by delivery provider.

Some providers offer more detailed updates than others.

Certain statuses may appear simultaneously if the provider skips intermediate steps.

Regularly check the timeline to stay updated, manage customer expectations, and address potential delays.

Tracking Delivery Progress with the Delivery Timeline

Efficient delivery management in FIRST requires quick access to provider and driver details. This guide explains how to navigate the 

and review delivery-specific information.

 in the top left corner to view all deliveries.

If the order's status is "Pending Assign," a driver has not yet been assigned, and only the fleet's logo will show in the table.

Viewing Driver Information in Order Details

Click on an order, either from Map View or Table View, to open the 

Hover on a phone number to see if it's for the merchant or diner to use.

Hover on the delivery fleet name to view the DSP ID. Click to copy it.

Uber will provide a PIN number with the merchant-to-driver number. When the merchant calls the driver, they will be prompted to enter this PIN.

Information availability depends on the provider and delivery status. If the status is 

, driver contact details won't be visible.

For active delivery issues, use the driver's or provider's contact details and delivery ID to resolve problems.

 to track progress or address delays. If a delivery remains in 

 status too long, consider using the auto-reassign feature to dispatch to another provider.

 sections is essential for managing deliveries, reporting issues, or requesting refunds. For incident management and refund procedures, refer to the 

 in the top left corner to view deliveries in progress.

Each driver with orders assigned to them has a row. The header of that row shows:

Identifying DSP & Driver Details

In FIRST, you can update the delivery time of an active delivery 

 page. Follow these steps to make adjustments:

You will need to unassign the order from the fleet in order to change the delivery time.

You will be prompted to pick a fleet. Choose your preferred fleet, and click Submit.

: Dispatch strategy settings will no longer apply; you must manually reassign the delivery.

Update Delivery Time for an Active Delivery

Provider Proof of Delivery (POD) photos help verify successful deliveries and resolve disputes in the FIRST platform. This guide explains how to locate and review these essential delivery confirmation images.

All orders listed here have a proof photo.

Reference these photos when confirming deliveries or addressing customer inquiries or refund requests. 

Review Provider POD Photos

Throughout the delivery process, you may need to contact the parties involved. Finding the phone number for the Merchant, Driver, and Customer is easy in FIRST. Here are some instances where you may need to make a phone call:

Inform them that a delivery they requested is out of zone

Reasons to call the Diner (end-customer):

In Map View dispatch, the driver cards have phone buttons that you can use if you have a phone app installed on your computer/device.

Call Driver, Merchant, or Diner from Order Details

You can open order details from either Map View or Table View dispatch. Order Details has a phone button next to each party, and also lists the phone number so you can dial from another device.

Locate the entity you want to call under 

External Drivers are only directly reachable by the merchant and diner. Fleets like DoorDash and Uber assign different numbers for the merchant and diner to use, and we've identified them in order details. These phone numbers won't use for anyone besides the party they are assigned to.

Once an external delivery is completed, the driver will not be directly reachable. If you need to reach out to the driver after they've completed or cancelled the order, reach out to the DSP Support line and give them the external DSP ID so they can reach out to the driver on your behalf.


Locating the phone number you need in FIRST is easy because communication is crucial for a smooth delivery experience. If, for any reason, you cannot reach the driver, reach out to the DSP Support number.

Delivery Details Overview