When you send us a delivery task, it doesn’t just sit in a queue waiting for someone to notice it. Your order enters a sophisticated workflow that validates data, optimizes routes, schedules deliveries, and keeps everyone informed at every step.
Understanding this process helps you know exactly what’s happening with your deliveries – and what your customers are experiencing.
The Complete Order Status Journey
Every delivery task progresses through a series of statuses from the moment we receive it until final delivery. Here’s the complete journey:
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:
- Address validation: Is delivery address present and complete?
- Street address, suburb/complex, city, province, postal code
- If shipping address missing, we use billing address
- Contact validation: Is customer contact information present?
- Mobile number (for SMS/WhatsApp)
- Email address (for email notifications)
- Order reference validation: Is your order ID/number present?
- 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:
- Group deliveries by geographic zone
- Optimize routes to minimize distance and time
- Account for frozen goods cold chain requirements
- Balance delivery windows with route efficiency
- 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
CANCELLED – Task Cancelled
What’s happening:
- Task cancelled by you (the merchant)
- Cancellation only possible during PLANNED or SCHEDULED stages
- All parties notified
When you can cancel:
- ✅ During PLANNED stage (before route locked)
- ✅ During SCHEDULED stage (route locked but not yet dispatched)
- ❌ After DISPATCHED (cannot cancel once driver en route)
Why cancellation restrictions exist: Once dispatched, the driver has already started the route, fuel consumed, and other deliveries planned around yours. Cancellation at this stage disrupts the entire route.
What happens:
- Task removed from delivery queue
- Route re-optimized if necessary
- Notifications sent to all parties
Who gets notified:
- ✅ Customer: Cancellation notification
- ✅ You (Merchant): Cancellation confirmation
Notification Methods: How We Communicate
We use multiple notification channels to ensure everyone stays informed:
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
Timeline: Real-World Example
Here’s what a typical delivery journey looks like from start to finish:
Day 1 – Monday 10:00 AM:
- Customer places order on your website
- Your system sends us delivery task (ACCEPTED)
- Customer receives pre-delivery notification
Day 1 – Monday 11:30 AM:
- Address validated successfully
- Task added to planning queue (PLANNED)
Day 1 – Monday 4:00 PM:
- Route optimized and finalized
- Delivery scheduled for Wednesday 2-4 PM window (SCHEDULED)
- Customer receives scheduled notification with time window
Day 3 – Wednesday 8:00 AM:
- Driver departs depot with route (DISPATCHED)
- Customer receives “on the way” notification
Day 3 – Wednesday 2:15 PM:
- Driver selects customer’s delivery as next stop (ENROUTE)
- Customer receives “almost there” notification with live tracking
- Customer can see truck approaching in real-time
Day 3 – Wednesday 2:35 PM:
- Driver arrives and completes delivery (COMPLETED)
- Customer receives confirmation
- Your order marked as complete (if API integrated)
Total time: 2 days, 4.5 hours from order to delivery
Your Key Differentiator: Included Premium Service
Many courier services charge extra for notifications, tracking, and customer communication. We include all of this in your delivery fee:
What’s Included:
- ✅ Pre-delivery customer introduction
- ✅ Multi-channel notifications (Email, SMS, WhatsApp)
- ✅ Real-time tracking with live ETA
- ✅ Professional customer communication
- ✅ Failed delivery management
- ✅ Rescheduling coordination
- ✅ Complete delivery documentation
Why This Matters: This isn’t just about notifications – it’s about providing your customers with a premium delivery experience that reflects positively on YOUR brand. When customers receive professional, timely updates and can track their delivery in real-time, they attribute that quality service to you.
The NPS Impact: Our average Net Promoter Score is 4.9 out of 5 – the highest in the industry. This score reflects on your business because we’re delivering on your behalf.
How to Optimize Your Delivery Success Rate
Best Practices for Merchants:
- Encourage what3words addresses
- Reduces ONHOLD status by 90%
- Ensures first-time delivery success
- See our Help Us Find You guide
- Provide complete customer contact details
- Mobile number (for SMS/WhatsApp)
- Email address (for detailed notifications)
- Alternative number if available
- Include delivery instructions in order notes
- Gate codes for estates
- Building access information
- Specific delivery preferences
- Best contact method
- Set realistic dispatch ready dates
- Ensure goods are properly frozen before dispatch
- See our Freezing Science guide
- Use proper packaging
- Protects goods during delivery
- See our Packaging Guide
What Your Customers Can Do:
- Provide what3words address
- Direct access to exact gate
- No searching, no confusion
- Include access information upfront
- Estate gate codes
- Building access procedures
- Intercom codes
- Be available during delivery window
- Or arrange someone to receive
- Update us if plans change
- Respond to pre-delivery notification
- Confirm availability
- Provide any additional access info
- Request time changes if needed
Related Information
Learn More:
- Delivery Automation & Integration – How to automate order processing
- Real-Time Delivery Tracking – Detailed tracking features
- WooCommerce Integration – Platform-specific setup
- Wix Integration – Platform-specific setup
- Help Us Find You – what3words and address optimization
Questions? 📧 hello@thefrozenfoodcourier.co.za
We’re here to ensure every delivery succeeds!
The Frozen Food Courier – Professional delivery with complete visibility
