There is a section in the service settings where you can manage an estimated time of arrival (ETA) for each part of the order's delivery process, and the possibility of delay can also be considered for each step.
Admin Center → Services → New record / Edit → ETA & delay tab
Here, you determine if any part of this process might experience a delay.
Pending → Assigned / Assigned → Started
These sections share identical settings. Let's delve deeper.
Type: Since the order hasn't started (the pickup or dropoff steps), only a “Fixed” type of ETA can be assigned in this flow.
Value - minutes: Set the estimated time for the status transition from 'Pending' to 'Assigned' and from 'Assigned' to 'Started.'
Schedule value - minutes: Decide whether a delay might occur in a scheduled order.
Scheduled Orders ETA = Pickup Due Time (Time set for your pickup) + Schedule Value
Not-scheduled Orders ETA for Pending to Assigned = Dispatch At* + Schedule Value
Is delay active: Determine whether this process might be delayed or not.
Delay threshold - minutes: If delay is enabled, set the acceptable delay duration.
For instance, if the ETA from “Pending to Assigned” is set at 10 minutes, with a delay threshold of 5 minutes, after 10 minutes from the step's initiation, an order should be assigned. If not, the delay calculation begins. If the order hasn't been assigned after an additional 5 minutes, it's considered delayed.
In the provided example, if the delay isn't active, the order won’t be considered delayed.
In this example, an order has been created at 10:58 and hasn’t been dispatched after 18 minutes. According to what we discussed earlier, this order is now considered as delayed (For 3 minutes.)
Started → Picked up / Started → Delivering / Picked up → Done
These status transitions share settings similar to the previous ones, but a different ETA type can be set as the order delivery process has already started.
Type
Fixed: As previously explained.
Map service: The estimated time in these steps can be obtained from the information provided by map services.
Update interval - minutes: Determine the interval for the system to trigger and update the ETA based on the map service information.
For instance, if the “Picked up to Delivery” “Update interval” is set to 5 minutes, the system updates the ETA for this step every 5 minutes based on the current location of the driver.
If the dispatching process is repeated, these calculations will not be reset.
For “On demand” orders, an amount for “Dispatch At” can be set. Learn more about this feature here: