Delivery Partners: Order Deliveries
Delivery by Delivery Parnters
"Delivery by Doordash Drive and Uber Direct"
Once the third-party delivery providers like DoorDash Drive and Uber Direct are integrated with FTx Commerce, they will deliver the customer's orders instead in-store team. These integrations enable automatic order dispatch, real-time tracking, and efficient delivery—without relying on in-house logistics.
This KB covers how to handle the delivery by third-party delivery partners and the actions in the Fulfillment Portal/App works.
1. Fulfillment: Delivery Partner Orders
When a customer selects a delivery option such as DoorDash, Uber, or Deliver ASAP, the system will automatically tag the order with the selected delivery partner. The store employees can easily identify the orders that belong to "Delivery Partners" from the labels at the order level. They can also filter the Delivery Partners orders and sort the listing as per the specific delivery partner.
Figure 1.1 Delivery Partners
1.1 Identifying Orders
Delivery Partners Labels & Filter Options
To help fulfillment users quickly identify the type of delivery, the labels will help them: Uber | DoorDash | Uber ASAP | DoorDash ASAP
These labels allow store employees (fulfillment users) to instantly recognize the delivery partner and distinguish between scheduled/standard and ASAP delivery types. These labels can be seen in Pending, In Progress, and Ready stage.
Orders marked as ASAP are given higher priority in the fulfillment view so the ASAP orders always appear at the top of the orders listing. This ensures they are fulfilled immediately for on-demand delivery, and it helps reduce delivery delays and enhances customer satisfaction.
Figure 1.1.1 Recognizing Delivery Partner Orders
Filter Options for Delivery Partners
A new delivery filter section has been added, allowing fulfillment users to easily sort and view orders based on the delivery method.
Available filter options include: All | Our Teams | Uber | DoorDash | Uber ASAP | DoorDash ASAP
Figure 1.1.2 Filter Options
1.2 Delivery Verification Options
When store employees begin picking the items for an order on Pending stage, they will be prompted with the following options at the end of the screen:
- Is Customer's Signature Required?
- Contains liquor?
Figure 1.2.1 Delivery Verification Flags- Pending stage
Is Customer’s Signature Required?
This setting is controlled from the Delivery Settings under the General section (Global level) in the FTx Commerce- Store Admin.
- If enabled, delivery partners must collect the customer’s signature as proof of delivery.
- Store employees still have the flexibility to manually select whether a signature is required at the time of order dispatch.
- However, if the order includes age-restricted items, this option will appear as pre-selected and read-only to enforce signature collection.
- If this setting is disabled, but the order contains age-restricted items (like tobacco), the signature will still be mandatorily required for delivery partners.
Contains Liquor
If the order includes liquor, store employees must check this option before dispatch. This ensures the delivery partner is notified to verify the recipient’s age and hand over the package only to an adult with valid ID.
1.3 Moving to Ready Stage
Order is created and sent to Delivery Partner
Once the order is marked 'Ready':
- The order is sent to the respective delivery partner.
- When the store marks the order as "Ready", the system sends an update to the selected delivery provider via their API.
- The nearest available delivery partner (Dasher/Driver) is notified to pick up the order from the store and deliver it to the customer.
Store employees can track delivery progress via the "Delivery Status" column in the Order Listing. The status is updated in real-time based on responses received from the delivery partner APIs. So, the store employees can tract the status of the order delivery and manage accordingly.
Note: Store employees can click the 'Refresh' icon to manually update and fetch the latest delivery status in the Delivery Status column on the listing.
Note: Store employees can click the 'Refresh' icon to manually update and fetch the latest delivery status in the Delivery Status column on the listing.
Figure 1.3.1 Delivery Statuses- Ready stage
If the order is delivered by the Doordash:
| Status Code | Description | Delivery Status |
|---|---|---|
DASHER_CONFIRMED | Dasher has accepted the order | Accepted by Driver |
DASHER_ENROUTE_TO_PICKUP | Dasher is on the way to the store | Arriving to Store |
DASHER_CONFIRMED_PICKUP_ARRIVAL | Dasher has arrived at the store | Arrived, Ready to Handover |
DASHER_PICKED_UP | Order picked up by the Dasher | Picked Up by Driver |
DASHER_ENROUTE_TO_DROPOFF | Dasher is delivering the order | Out for Delivery |
DASHER_CONFIRMED_DROPOFF_ARRIVAL | Dasher has arrived at delivery location | Reached at Drop-off |
DASHER_DROPPED_OFF | Order successfully delivered | Delivered |
DELIVERY_CANCELLED | Delivery was canceled | Delivery Canceled |
DELIVERY_RETURN_INITIALIZED | Return initiated by the Dasher | Returning to Store |
DELIVERY_RETURNED | Order returned back to the store | Order Returned |
Table 1: Delivery Statuses by Doordash Drive
If the order is delivered by the Uber:
| Status Code | Description | Delivery Status |
|---|---|---|
pending | Delivery created; waiting for driver confirmation | Awaiting Confirmation |
pickup | Driver is arriving or has arrived at the store | Arriving to Store |
pickup_complete | Driver picked up the order from the store | Picked Up by Driver |
dropoff | Driver en route to customer or reached delivery address | Out for Delivery / Reached at Drop-off |
delivered | Order delivered to the customer | Delivered |
canceled (discarded) | Delivery canceled & order discarded by driver | Disposed by Driver |
canceled (returned) | Delivery canceled & driver is returning order to store | Returning to Store |
canceled | Delivery canceled without specified return/discard action | Delivery Canceled |
returned | Order successfully returned to the store | Order Returned |
Table 2: Delivery Statuses by Uber Direct
When the delivery partner arrives at the store, a label "Order Pickup" will appear on the Ready Order details. Clicking this will open a pop-up window showing key pickup details:
- Pickup Person Name: Dasher/Driver's Name who is arriving to pick up the order at store.
- Contact Number: Mobile/contact number of that person.
- Vehicle Details: The vehicle owns by the delivery partners (if the details are available!)
- View Location: Real-time location tracking on map
Once the delivery partner is picked up the order from the stores, Store employees can continue tracking delivery status from the Ready Order listing. Store employees are required to click the Refresh icon once in a while to get the latest updates in the Delivery Status column.
Once the delivery is completed after customer ID is verified (if required for the order), the order is automatically marked as Delivered and moved to the Fulfilled stage in the fulfillment portal/app.
Hence, when the order is being delivered through a delivery partner (DoorDash or Uber), store employees can hand over the order to the designated driver. Delivery status can be tracked in real-time within the system.
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