There is a section in the service settings where you can manage the estimated time of arrival (ETA) for each stage of the order delivery process. This also allows you to account for possible delays at each step.
ETA & Delay can be configured per service. To do so, navigate to:
Admin Center → Settings → Operation Setup → Services → New / Edit
Scroll down to the ETA & Delay section.
Understanding ETA & Delay Configuration
Each ETA setup includes the following configuration:
Type
This setting determines how the ETA for each stage is calculated. There are two available types:
Fixed: Uses a constant estimated time for the status transition. The value remains the same for all orders and does not change based on real-time conditions.
When the Fixed type is selected, you must define both the Value and Schedule Value fields in minutes. The Value is used for normal orders, while the Schedule Value is used for scheduled orders.
Map Service: Calculates ETA using the Google Maps API, providing dynamic estimates based on real-time factors such as distance and traffic.
When the Map Service is selected, you need to set the Update Interval (minutes). This defines how often the system sends requests to the map service API to fetch real-time data and update the ETA.
Be careful with shorter intervals, as they increase API usage and can lead to higher map service costs due to more frequent requests.
Is Delay active
Determine whether the process might be delayed or not.
When Delay is active, you need to set the Delay Threshold (minutes), which defines the acceptable delay duration in minutes.
Example:
If the ETA is 10 minutes and the delay threshold is 5 minutes, the order is on time up to 10 minutes and becomes delayed after 15 minutes.
ETA & Delay for Status Transitions
These settings are not used for Pickup and Delivery(P&D) order types.
Pending → Assigned
This transition eta defines the time between when an order is placed (Pending) and when it is assigned to a driver (Assigned).
Note: This transition supports only the Fixed type since it is a system-defined step and does not depend on real-time data or external factors.
Enabling Pending → Assigned ETA allows you to override the ETA in the dispatcher panel when creating an order. If it is disabled, the option to override the ETA will not be available.
Example:
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 example provided, if the delay weren't active, the order wouldn’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)
Assigned -> Started
This transition defines the expected time between when an order is assigned to a driver and when the driver starts handling the order.
Example:
If an order is assigned to a driver at 10:00 and the ETA for this transition is 5 minutes, the driver is expected to start the order by 10:05.
Started -> Pickedup (Ondemand, Pickup) | Started -> Delivering (Delivery Only (D))
This transition defines the expected time from when the driver starts the order until the pickup is completed for on-demand/pickup services, or until delivery begins for delivery-only services. It represents the active execution stage of the order flow.
Example:
If a driver starts an order at 10:00, and the ETA is based on Map calculations showing a 15-minute route, the system will expect the pickup to be completed (or delivery to start, depending on the service type) around 10:15 based on real-time map data.
Pickedup -> Done
This transition defines the expected time from pickup to order completion. It represents the final stage of the delivery process, where the system measures how long it takes for the driver to complete and close the order after pickup.
Example:
If an order is picked up at 10:00 and the ETA is 20 minutes with a delay threshold set to 5 minutes, the order is expected to be completed by 10:20, and it will be considered on time if completed anytime up to 10:25.
If the dispatching process is repeated, these calculations will not be reset.