Work Order Processing, Validation and Notifications

ACCEPTED – Order Received and Validated

What’s happening:

• We’ve received your delivery task
• Initial validation passed
• Task created in our system
• Customer added to delivery queue

Validation checks performed:

1. Address validation: Is delivery address present and complete?
   • Street address, suburb/complex, city, province, postal code
   • If shipping address missing, we use billing address
2. Contact validation: Is customer contact information present?
   • Mobile number (for SMS/WhatsApp)
   • Email address (for email notifications)
3. Order reference validation: Is your order ID/number present?
4. Merchant validation: Is your merchant code valid?

What happens next: Your customer receives their first notification – the pre-delivery introduction email.

Who gets notified:

• ✅ Customer: Pre-delivery notification email
• ✅ You (Merchant): Validation confirmation and task accepted email

Pre-Delivery Notification: First Customer Contact

This is your customer’s introduction to us. They receive an email that:

Confirms we’re handling their delivery:

• “We’ve received a delivery instruction from [Your Business Name]”
• Shows their delivery address
• Provides our contact details

Helps us deliver efficiently:

• Reminds them to capture our number (for gate access, etc.)
• Asks them to notify us if they’ll be unavailable
• Requests access information for security estates/complexes

Sample notification content:

Hello [Customer Name],

We're The Frozen Food Courier, and we've received your delivery 
from [Your Business Name].

We'll be delivering to:
[Their Address]

To ensure smooth delivery:
• Save our contact number: [Our Number]
• Let us know if you'll be unavailable on delivery day
• For security estates: Please inform us of access codes/procedures

We'll notify you when your delivery is scheduled with a 
specific time window.

Best regards,
The Frozen Food Courier Team

Why this matters: This early communication reduces delivery failures, helps us access secure areas, and sets professional expectations from the start.

ONHOLD – Address Validation in Progress

What’s happening:

• Task placed on hold for additional address verification
• We’re validating or geocoding the delivery location
• Usually resolved within a few hours

Why orders go on hold:

• Address cannot be geocoded automatically
• Missing critical information (estate name, complex details, stand number)
• Unusual or new address format
• what3words address needs verification

Common address challenges in South Africa:

• Stand/AH numbers that don’t appear on maps
• Security estates with multiple access points
• Township addresses with limited formal addressing
• New developments not yet in mapping databases

What we do:

• Attempt to geocode using all available data
• Cross-reference with other mapping systems
• May contact you or customer for clarification
• Verify access information for estates/complexes

Who gets notified:

• ✅ You (Merchant): On-hold notification with reason
• ❌ Customer: No notification (to avoid confusion while we resolve)

How to prevent on-hold status: Encourage customers to provide what3words addresses – this eliminates 90% of address validation issues. See our Help Us Find You guide for details.

PLANNED – Added to Delivery Calendar

What’s happening:

• Address validation complete
• Task added to our delivery planning system
• Route optimization beginning
• Being slotted into delivery calendar

Our planning process: We plan deliveries daily across Gauteng and Cape Town to maximize efficiency:

1. Group deliveries by geographic zone
2. Optimize routes to minimize distance and time
3. Account for frozen goods cold chain requirements
4. Balance delivery windows with route efficiency
5. Assign to appropriate refrigerated vehicle

Why efficient planning matters:

• Earlier deliveries for customers (less waiting time)
• Better frozen goods protection (fewer door openings per route)
• Lower costs (fuel efficiency passed to customers)
• Environmental benefits (optimized routes = less emissions)

Who gets notified:

• ✅ You (Merchant): Planned confirmation
• ❌ Customer: Not yet (waiting for final schedule confirmation)

SCHEDULED – Route Locked, Time Window Confirmed

What’s happening:

• Delivery route finalized and locked
• Time window assigned
• Driver allocated
• Customer notification sent

What customers receive: The scheduled delivery notification includes:

• Confirmed delivery date
• Specific time window (e.g., “2:00 PM – 4:00 PM”)
• Driver name and contact
• Reminder about access requirements
• What to do if they’ll be unavailable

Sample scheduled notification:

Hello [Customer Name],

Your delivery from [Your Business Name] is scheduled for:

📅 Date: Tuesday, 15 October 2025
⏰ Time Window: 2:00 PM - 4:00 PM
🚚 Driver: [Driver Name]

We'll send you an update when the driver departs and again 
when they're on the way to you.

If you'll be unavailable during this window, please contact us 
immediately to reschedule.

Track your delivery: [Tracking Link]

For merchant collections: If we’re collecting from you during the day, you also receive a scheduled collection notification with your time window.

Who gets notified:

• ✅ Customer: Scheduled delivery notification (email + SMS/WhatsApp)
• ✅ You (Merchant): Scheduled confirmation

DISPATCHED – Driver Departed

What’s happening:

• Driver has departed depot/collection point
• Refrigerated truck loaded and en route
• Beginning delivery route

What customers receive: Morning-of-delivery notification:

• Confirms driver has departed
• Reminds them of time window
• Provides driver contact details
• Includes live tracking link

Sample dispatched notification:

Good morning [Customer Name],

Your delivery is on the way!

Our driver has departed and will arrive during your scheduled 
window: 2:00 PM - 4:00 PM

Driver: [Driver Name] | Contact: [Number]

Track live: [Tracking Link]

Who gets notified:

• ✅ Customer: Dispatched notification (email + SMS/WhatsApp)
• ✅ You (Merchant): Dispatched confirmation

ENROUTE – Heading to Customer

What’s happening:

• Driver has selected this delivery as next stop
• Actively navigating to delivery location
• Customer receives “almost there” notification

What customers receive: The en route notification tells them:

• Driver is now heading to their address
• Updated ETA (estimated time of arrival)
• Live tracking link (shows truck position in real-time)

Sample en route notification:

[Customer Name], we're on our way to you!

Your delivery will arrive in approximately 15 minutes.

Live tracking: [Link]

Please ensure someone is available to receive the delivery.

The power of real-time tracking: Customers can watch the truck approach on a live map, seeing:

• Exact truck location
• Updated ETA countdown
• Route being followed
• Accurate arrival time (within 1-2 minutes)

This transparency dramatically reduces anxiety and “where’s my delivery?” calls.

Who gets notified:

• ✅ Customer: En route notification (email + SMS/WhatsApp)
• ✅ You (Merchant): En route update

COMPLETED – Successfully Delivered

What’s happening:

• Delivery successfully handed over to customer
• Driver confirms completion in system
• Task marked as complete
• Documentation archived

What customers receive: Delivery confirmation including:

• Delivery completed timestamp
• Confirmation of items delivered
• Thank you message
• Feedback request (how did we do?)

Sample completion notification:

Delivery Complete! ✓

Your order from [Your Business Name] was delivered at 2:35 PM.

Thank you for choosing The Frozen Food Courier.

How was your delivery experience? [Feedback Link]

What you receive:

• Order completion confirmation
• Delivery timestamp
• If using REST API: Your order automatically marked as “Completed” in your store

Who gets notified:

• ✅ Customer: Delivery completion confirmation
• ✅ You (Merchant): Completion notification (and automatic order status update if API connected)

FAILED – Delivery Unsuccessful

What’s happening:

• Delivery attempted but unsuccessful
• Reason documented (customer not available, access issues, wrong address, etc.)
• Goods returned or held for re-attempt

Common failure reasons:

• Customer not home/available
• No access to security estate (gate code not provided)
• Address incorrect or inaccessible
• Customer requests reschedule
• Weather/safety concerns

What customers receive: Failed delivery notification explaining:

• Reason for failure
• Next steps (rescheduling options)
• How to update delivery details
• Contact information for assistance

Sample failed delivery notification:

Delivery Update - Action Required

We attempted delivery at 2:40 PM but were unable to complete it.

Reason: No one available to receive delivery

Your options:
1. Reschedule for tomorrow: [Link]
2. Update delivery address: [Link]
3. Arrange collection: [Link]

Contact us: [Number] | [Email]

What you receive:

• Failed delivery notification with reason
• Options for resolution
• Customer contact attempt summary

Who gets notified:

• ✅ Customer: Failed delivery notification with next steps
• ✅ You (Merchant): Failed notification with reason and resolution options

REJECTED – Task Cannot Be Processed

What’s happening:

• Task rejected during validation
• Cannot be processed for specific reason
• Immediate notification sent

Common rejection reasons:

• Out of service area
• Missing critical required information
• Invalid merchant code
• Duplicate order ID
• Address cannot be validated at all

What you receive: Rejection notification with:

• Specific reason for rejection
• Required corrections
• How to resubmit

Sample rejection notification to merchant:

Task Rejected - Action Required

Order #12345 could not be processed.

Reason: Delivery address is outside our service area 
(Location: Rustenburg - Not currently serviced)

Options:
• Contact us about extending service to this area
• Arrange alternative delivery method

Our service areas: Gauteng & Cape Town

Who gets notified:

• ✅ You (Merchant): Immediate rejection notification with reason
• ✅ Customer: Notification if we have their contact details, explaining issue

Email Notifications

Who receives: Customers and merchants When: All status changes Content: Detailed information, tracking links, contact details Advantage: Complete information in one place, permanent record

SMS Notifications

Who receives: Customers only When: Critical updates (SCHEDULED, DISPATCHED, ENROUTE, COMPLETED, FAILED) Content: Brief summary with tracking link Advantage: Immediate, works on all phones, high open rate

WhatsApp Notifications

Who receives: Customers only When: Same as SMS (SCHEDULED, DISPATCHED, ENROUTE, COMPLETED, FAILED) Content: Rich formatted messages with tracking links Advantage: More detailed than SMS, supports images and formatting, very popular in SA

REST API Status Updates (If Integrated)

Who receives: Your e-commerce system When: All status changes Content: Machine-readable status updates Advantage: Automatic order status updates in your store, seamless customer experience

Best Practices for Merchants:

1. Encourage what3words addresses
   • Reduces ONHOLD status by 90%
   • Ensures first-time delivery success
   • See our Help Us Find You guide
2. Provide complete customer contact details
   • Mobile number (for SMS/WhatsApp)
   • Email address (for detailed notifications)
   • Alternative number if available
3. Include delivery instructions in order notes
   • Gate codes for estates
   • Building access information
   • Specific delivery preferences
   • Best contact method
4. Set realistic dispatch ready dates
   • Ensure goods are properly frozen before dispatch
   • See our Freezing Science guide
5. Use proper packaging
   • Protects goods during delivery
   • See our Packaging Guide

What Your Customers Can Do:

1. Provide what3words address
   • Direct access to exact gate
   • No searching, no confusion
2. Include access information upfront
   • Estate gate codes
   • Building access procedures
   • Intercom codes
3. Be available during delivery window
   • Or arrange someone to receive
   • Update us if plans change
4. Respond to pre-delivery notification
   • Confirm availability
   • Provide any additional access info
   • Request time changes if needed