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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.

: The delivery doesn’t have an auto-dispatch-enabled strategy attached.

: Issues like exceeding the delivery radius (e.g., over 20 miles for some providers) or an invalid customer phone number.

If there is an error for the fleet you want to assign, click BACK and take the corrective action that applies to the error.

Confirm Auto-Dispatch is enabled for the territory.

Best Practices to Prevent "Pending Dispatch" Status

Regularly update Dispatch Strategies to align with provider rules and delivery needs.

Consider provider-specific requirements such as delivery radius and lead times.

 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.

Delivery is stuck in Pending Dispatch

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 customer's address and phone number are valid

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. 

Choose which fleet you'd like to reassign and submit

Delivery is Stuck in Pending External

When editing a delivery isn’t possible, duplicate it. Some of the reasons why you may need to create duplicate a delivery ("Reorder") - i.) a consumer complained that they never got their food, ii.) the driver picked up the wrong order, iii.) the driver did not pickup all items (i.e. forgot the two liter). 

Tip: when duplicated a delivery its important that the store is preparing the proper items for the new driver, and they they expedite in-store fulfillment as needed

Click the "Reorder" button at the top of Order Details

You will be prompted to enter the tip amount. We recommend keeping the tip as-is, or increasing it. If a reorder is created due to an issue with an external fleet, you have a high likelihood of getting a refund for your initial delivery request.

Now that you created a duplicate delivery, its important that you take other steps so that you get billed the proper amount. If possible the next best step is to cancel the initial order (see steps below), otherwise proceed with requesting a refund if you believe the initial fleet is at fault (see article 

Hover on Cancel and select the reason for the cancellation

See more info on cancelling deliveries in the article 

Duplicating a Delivery

Canceling a delivery in FIRST is simple, but the process varies depending on whether a job is assigned or unassigned. Follow these steps to cancel, and review options if cancellation isn't possible.

: Cancellation is easiest before a driver is assigned.

: You may need to contact the driver or provider directly. If you are prompted with a message that says "Cancellation Errors," click "Cancel First order anyways."

: If auto-reassign is active, the job may be reassigned after cancellation. Monitor closely to cancel the new task if needed.

Reach out to the provider’s support team if the driver is unavailable.

Request manual cancellation from the driver or provider if necessary.

: If the DSP cancels the order, it will be marked as 

: Avoid fees by canceling before a driver is assigned.

: Always check specific cancellation policies and fees.

: If you encounter errors (e.g., with DoorDash), contact the provider’s support team directly.

By following these steps, you can efficiently cancel most deliveries. For further assistance, contact FIRST support.

Cancelling a Delivery from Web Dashboard

Access restrictions (e.g., gated communities)

Unforeseen issues (e.g., vehicle problems, package damage)

Why did it get cancelled after the driver arrived at the merchant?

Typically this happens due to 1 of 2 reasons

If the customer still wants the order and the merchant is willing to remake it, OR the order is still sitting in the restaurant, you can click the "Reorder" button in Order Details

Request a refund for the original order using the "Refund" button in Order Details

: Act quickly to resolve issues or reassign.

: Enable email or SMS notifications for failed deliveries.

: Ensure accurate delivery details to minimize failures.

By following these steps, you can reduce delivery failures and improve overall delivery success rates.

How to Handle Failed Deliveries

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):

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. 

Click the Reassign button in order details. 

Change the order to ASAP by pressing the "BACK" button on the assign modal

Choose your fleet, and press "Confirm and Assign"

 Reach out to your account representative and we can enable an auto-reassign strategy for you stores.

Delayed Driver Assignment

Click on the + button on the top right corner of the app

Enter the customer and delivery information

If needed, click "Assign" on the new delivery created, and dispatch the order to the driver desired

Tip: want to enable AI receipt scanning? Reach out to your account rep to get this enabled. 

Troubleshooting Deliveries on Web Dashboard