Missing order reasons and how to resolve them?

1. How to check reasons of Missing Orders?

Some orders are unplanned, follow these steps below to check the reasons of those orders.

  • Step 1: Go to [Transportation], Click on the [Map View] button.
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  • Step 2: Choose [Branch] and select [Date] before press [Select].
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  • Step 3: You can see Missing Orders on the Timeline Bar. Click [Missing Orders] on the top of the screen to view the list of those.
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  • Step 4: There will be a list of Missing Orders for you. Click on one of those to see the reason.
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2. Common reasons of missing orders and How to resolve them?

Below are some common reasons of missing orders which may occur when you optimize the route and their solutions to plan the route for those.

2.1. Over volume capacity

  • The weight and/or volume of the assigned orders exceed the available vehicles'.
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Solution 1: Check the input data of the products of that Missing order to assure that the weight and volume of these products were exactly uploaded.
Step 1: You need to check the product codes listed in that order. Please copy the exact Missing Order code in the Missing order list of the Map View, then go to [Order] and paste it into the searching bar. After that, choose the [Edit] button to view the products codes of that order.

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Step 2: Go to [Product], paste the Product codes in the searching bar to seek for your wanted products.
Step 3: Click on the [Edit] button .
Step 4: If the weight and volume of these products were wrongly inputed, modify them, then click [Save].

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Solution 2: In case you checked the products' data but the order is still missing. Please re-check the input data of the assigned vehicle for this order to make sure that the volume capacity of the car is larger than the order's. Follow these steps to check the vehicles:
Step 1: Go to [Transportation].
Step 2: Click on the [Edit] button .
Step 3: Edit the volume and weight of the vehicle, then click [Save].

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2.2. The open time duration of the store does not match with the vehicle's

  • Regarding the image below as an example, the store will be closed by 08:00 but the visit time of the vehicle is between 09:00 - 09:38.
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Solution 1: Firstly, you need to check the Open/Close time of the customer.
Step 1: Go to [Partner] and search for the Customer code which has missing orders.
Step 2: Click on the [Edit] button .
Step 3: Check on the Open/Close time of the store and modify if they were wrongly inputed, then click [Save].

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Solution 2: In case you checked the customer's data but the order is still missing. Please re-check the input data of the assigned vehicle for this order to make sure the active time of the vehicle meets the customer's. Follow these steps to check the vehicle:
Step 1: Go to [Transportation].
Step 2: Click on the [Edit] button .
Step 3: Edit the Start time and Stop time of the vehicle covering the Open and Close time of the customer, then click [Save].

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2.3. This Vehicle's temperature does not match with Product's

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Solution 1: Check the input data of the products of that Missing order to assure that the temperature of these products were exactly uploaded.
Step 1: You need to check the product codes listed in that order. Please copy the exact Missing Order code in the Missing order list of the Map View, then go to [Order] and paste it into the searching bar. After that, choose the [Edit] button to view the products codes of that order.

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Step 2: Go to [Product], paste the Product codes in the searching bar to seek for your wanted products.
Step 3: Click on the [Edit] button .
Step 4: If the temperatures of these products were wrongly inputed, modify them, then click [Save].

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Solution 2: Re-check the input data of the assigned vehicle for this order to make sure the temperature of the vehicle matchs the order's. Follow these steps to check the vehicle:
Step 1: Go to [Transportation].
Step 2: Click on the [Edit] button .
Step 3: Choose the right temperature for the vehicle to match the product's temperature, then click [Save].

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Solution 3: In case the temperature of the vehicle was modified compatibly with those products', the order is still missing. Please untick the "Use Cold Chain" configuration in [Organization]. Follow these instructions to untick the config.
Step 1: Go to [Organization].
Step 2: Click on the [Edit] button .
Step 3: Choose [More Configuration].
Step 4: Scroll down anh untick "Use Cold Chain", then click [Save].

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2.4. The planned delivery time of the order is out of the vehicle working hours

  • This reason means that the customer's location is in a far distance with the Depot causing an over-twenty-four-hour route.
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Solution 1: Please check the coordinates of both the Depot and the Customer's locations to assure whether the route lasts more than 24 hours or not.

  • Firstly, go to [Transportaion] and click on the [Edit] button to view the Depot information. Then, check the coordinate of the Depot to assure it was rightly inputed.
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  • Secondly, go to [Partner] and search for the customer who has that missing order, click on the [Edit] button to view the Customer information. Then, check and compare the coordinate of that customer's location with your Depot's to see whether the route needs more than 24 hours to complete or not.
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  • In case the distance between your Depot and the Customer's location requires a more-than-twenty-four-hour route and you still want to conduct the delivery, please modify the Active time of the assigned vehicle to more than 24 hours.
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Solution 2:Increase the speed of your vehicle.
Step 1: Go to [Transportation].
Step 2: Click on the [Edit] button .
Step 3: Increase the speed of your vehicle to an appropriate number, then click [Save].

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2.5. The customer is figured as "Bike only" or "Truck only"

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Solution 1: Check the vehicle list to see whether the needed vehicle is active or not.
Step 1: Go to [Transportation].
Step 2: Tick "Active'' on your needed vehicle..

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Solution 2: Check on the Customer's data to see wether the customer is rightly configured as "Truck only" or "Bike only".
Step 1: Go to [Partner].
Step 2: Click on the [Edit] button .
Step 3: Configure "Truck only" or "Bike only" at your disposal, then click [Save].

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