Order Deliveries by Delivery Partners

Order Deliveries by Delivery Partners

Order Deliveries by Delivery Partners
"Order Delivery by Delivery Partners - Uber Direct & DoorDash Drive"

Overview

FTx Commerce supports third-party delivery integrations with Uber Direct and DoorDash Drive, allowing customer delivery orders to be fulfilled by external delivery partners instead of an in-house delivery team.

Once an order is dispatched, the delivery partner manages pickup and delivery while FTx Commerce provides real-time delivery status, driver information, and fulfillment actions within the Fulfillment Portal/App.

Note: This KB is focused on Uber Direct, which is currently available in production. DoorDash Drive follows the same workflow.

1. Fulfillment: Delivery Partner Orders

When customers select a third-party delivery option (such as Uber, Uber ASAP, DoorDash, or DoorDash ASAP) during checkout, the order is automatically assigned to the selected delivery partner.
Store employees can easily identify, filter, and manage these orders throughout the fulfillment process.

1.1 Identifying Delivery Partner Orders

Delivery Partner Labels
  1. Each order displays a delivery partner label to help fulfillment users quickly identify how the order will be delivered.
  2. Available labels include Uber | Uber ASAP | DoorDash | DoorDash ASAP. These labels are visible throughout all the fulfillment stages.
  3. Orders marked as ASAP are automatically prioritized and displayed at the top of the order listing to help minimize delivery delays.

Figure 1.1.1 - Order Labels
Filter Orders by Delivery Partner
  1. A dedicated Delivery filter is available to quickly view specific delivery orders.
  2. Available filters include All | Our Teams | Uber | Uber ASAP | DoorDash | DoorDash ASAP.

Figure 1.1.2 - Filter Delivery Options

1.2 Early Order Processing Prevention

For scheduled deliveries, stores can control when employees are allowed to begin processing an order. When Slot Booking Required is enabled, customers select an available delivery time slot during checkout.
To prevent delivery partners from arriving before the customer's scheduled delivery window, FTx Commerce supports configurable early-processing controls.

Figure 1.2.1 - Set Up from Store Admin
Info
Order processing is allowed based on: Allowed Processing Time = Scheduled Delivery Start Time − Order Processing Lead Time
Depending on the "Restrict Early Order Processing Before Scheduled Time" setting:
Restriction Enabled
Store employees cannot begin processing the order before the allowed processing time.

Figure 1.2.2 - Order Can't Be Processed
Restriction Disabled
The system displays a warning before allowing the order to proceed, but store employees may continue processing the order before the allowed time because the "Restrict Early Order..." checkbox is disabled.

Figure 1.2.3 - Order Still Can Be Processed

1.3 Delivery Handling Options (Pending Stage)

After all items have been picked and before dispatching the order, fulfillment users must review the delivery handling information.
  1. Customer's Signature Required: Whether a customer's signature is required depends on the Store Admin settings.
  2. Order Contains: Specify whether the order contains: Liquor | Tobacco | Both
  3. Expected Package Size: Select the appropriate package size from the available predefined options.
  4. Pickup Instructions (Optional): Store employees may enter pickup instructions for the delivery driver when required.

Figure 1.3.1 - Delivery Handling Options
Notes:
1. Dispose & Return to Store
If the store is configured to dispose of undeliverable orders, but an order contains age-restricted items (Liquor, Tobacco, or Both), the delivery will always be treated as a Return to Store to comply with regulations.
2. Signature & Age Verification
The Require Customer Signature setting is configured under Delivery Settings in Store Admin.
When enabled:
  1. Store employees get that option and can choose whether the customer signature is required before dispatching the order.
For orders containing age-restricted products:
  1. Signature collection is automatically required.
  2. The option is pre-selected and cannot be changed.
  3. Delivery partners must verify the recipient's age and obtain a signature before completing delivery.

1.4 Mark Ready Validation

Before an order can be marked Ready, the system validates the shipping dimensions for every product.
Required information includes Weight | Length | Width | Height | Measurement Units
If any required dimensions are missing or invalid, the order cannot be marked Ready until the product information is corrected.

Figure 1.4.1 - Product Shipping Dimension Validation
Recommendation: Ensure all online products have valid dimensions and weight configured before publishing them.

2. Delivery Partner Orders – Ready Stage

Once an order is marked Ready, FTx Commerce submits the delivery request to the selected delivery partner.

Figure 2.1 - Ready Orders Listing
At this stage, fulfillment users can track driver assignments, monitor pickup progress and delivery status, and manage delivery exceptions.

2.1 Dispatching Orders

Selecting Mark Ready performs the following actions:
  1. Sends the delivery request to the delivery partner (if any scheduled order, within the time window).
  2. Notifies the nearest available driver.
  3. Begins real-time delivery status tracking.

Figure 2.1.1 - Delivery Status

Delivery progress is displayed in the Delivery Status column and updates automatically as status notifications are received from the delivery partner.
Info
Use the Refresh icon at any time to retrieve the latest delivery status.

2.2 Driver Pickup Information

Once a driver accepts the delivery request, the order delivery displays the status Accepted By Driver and then Arriving To Store. After clicking "Start Fulfillment," users are taken to the Order Details page, where they can view the driver's pickup information, including Driver Name | Contact Number | Vehicle Details (when available) | Live Driver Location.

This information helps store employees coordinate the handoff and track the driver's arrival. After pickup, the delivery status continues updating until the order is successfully delivered.

Figure 2.2.1 - Driver's Information
NotesNote: Delivery status updates are received from the delivery partner’s platform. Store employees can manually refresh the screen to view the latest status. Driver's information can be found inside order details after clicking the "Start Fulfillment" action. Customers will receive real-time tracking updates and a tracking link once the driver picks up the order from the store.

2.3 Delivered - Fulfilled

Once delivery is completed (including age verification by Delivery partner if required), the order automatically moves to the Fulfilled Stage from Ready stage.
Figure 2.3.1 - Fulfilled Orders Listing Screen (Android Mobile/Handheld App)

Clicking on the order record or clicking "View Order" under the Actions column will redirect you to the fulfilled order details screen.
From here, you can track the item details in the order and payment information.

Figure 2.3.2 - Fulfilled Order Details Screen

3. Unfulfilled Orders – Ready Stage

Once an order is marked Ready, FTx Commerce submits the delivery request to the selected delivery partner.

3.1 Driver Assignment Failures - Resend Order

If no driver accepts the delivery request, Delivery partner automatically expires the request after approximately 30 minutes.
When the delivery request reaches a terminal failure state (for example, No Drivers Available), the system generates an Unassigned Order notification located on the header right after receiving the order status while the order status displays Driver Not Assigned.
Store employees can review the notification and take appropriate action, such as resending the delivery request when available.

Figure 3.1.1 - Unassigned Driver Notification
Notes
Important Notes:
  1. Driver assignment timeouts are controlled by the delivery partner and may vary by region or service availability.
  2. The "Resend Order" action generally becomes available after approximately 1 hour of receiving an unassigned order status.
Resend Order
Store employees can take appropriate action to resend the order as per the ASAP or scheduled deliveries:
  1. Immediate Orders: For ASAP or non-scheduled deliveries, selecting "Resend Order" immediately creates a new delivery request.
  2. Scheduled Orders: For scheduled deliveries, selecting "Resend Order" opens the Order Details page, allowing the delivery request to be resent using the scheduled delivery information.
After Resend Order Actions
Once a driver accepts the delivery request, the order displays pickup information, including Driver Name | Contact Number | Vehicle Details (when available).
This information helps store employees coordinate the handoff and track the driver's arrival. After pickup, the delivery status continues updating until the order is successfully delivered.

3.2 Managing Undeliverable Orders

Undeliverable orders are managed from the Ready stage.
  1. Common delivery failure reasons include Customer unavailable | Incorrect delivery address | Driver unable to locate the customer | Other delivery partner exceptions.
  2. Depending on the configured delivery handling option, the order will be marked as: Returned to Store | Disposed.
  3. Orders containing age-restricted items are always returned to the store if they cannot be delivered.
  4. Both customers and configured store contacts receive email notifications when an order is returned or disposed.
  5. Store employees should refresh the Ready stage to retrieve the latest delivery status.

After the delivery status changes to Returned to Store or Disposed, the "Initiate Refund" option becomes available.


Figure 3.2.1 - Refund Initiated
Step 1 — Start the Refund
  1. Select "Initiate Refund" from the Order Listing action or inside the Order Details screen.
Step 2 — Select the Outcome
  1. Choose the appropriate return reason.
  2. Then decide whether to Process a refund | Complete the order without a refund.

Figure 3.2.2 - Initiate Refund Process
Step 3 — Process the Refund
    1. If a refund is selected, the system calculates the refundable amount.
  1. Store employees may choose whether to include Delivery fees and/or Return fees according to the store's refund policy.

Figure 3.2.3 - Refund Initiated - Delivery Fees
Step 4 — Refund Processing
Refunds follow the original payment method.
  1. Single payment method: Refund is processed automatically.
  2. Multiple payment methods: Select the payment method to refund in case the used Gift Card(s) Amount is greater than the Original Payment Method.
After completion, the order moves to Canceled, with the refund details and reason recorded.

Figure 3.1.3 - Initiated Refund Completed - Cancel Orders
No Refund
If "No Refund" is selected:
  1. No payment is refunded.
  2. The order moves to Canceled.

3.3 Automatic Order Cancellation

Third-party delivery orders may be automatically canceled by the delivery partner due to driver assignment issues or platform-related problems. In such cases, FTx Commerce updates the order's delivery status to "Delivery Canceled" without automatically canceling the order itself.

Figure 3.3.1 - Canceled by Partner

The order remains available for store employees to review and take the appropriate action. Store employees can decide whether to:

  1. Initiate Refund: If an order is returned to store but the delivery partner app had issue, store employee can cancel the order with a refund or without a refund.
  2. Mark Fulfilled: If an order is actually delivered and handed over to the customers but delivery partner app failed to update the delivery status, store employee can Mark Fulfill manually by getting confirmation with customers or driver. Clicking "Mark Fulfilled," a confirmation pop-up will be triggered to remind the store employees whether they confirm with customer/driver about delivery.

Figure 3.2.2 - Mark Fulfilled Manually

This prevents orders from being automatically canceled due to temporary delivery partner issues and allows store employee to decide after communication with a customer or driver.

4. Order Status Email Notifications

The system (FTx Commerce) automatically sends email notifications for delivery exceptions.

Returned to Store
When an order is returned to the store, notification emails are sent to:
  1. Customer
  2. Configured store location support email recipients
Store Location Support Email recipients can be configured in: Control Center → Location → FTx Commerce → Customer Support Email

Additional notifications are also sent for other delivery status changes, such as disposal or delivery completion, depending on the configured delivery workflow.