'Order list' is located on the left side of the Operator app interface. It can be hidden by clicking on the collapse/expand icon.
All orders are split into two categories - Instant and Preorders.
How to filter orders in the Operator App
1. Instant orders can be filtered by status
The “By status” filter allows an operator to filter Instant orders, selecting one or any combination of the below statuses:
Unassigned - searching for driver
On trip - a driver has started the trip
Cancelled - cancelled regardless of the order source
Finished - finished paid and finished unpaid
Unpaid - finished unpaid
All mine - all orders created from one’s operator account.
One can create a filter to display a list of orders within any or a combination of the above statuses. Just select the statuses you want to review Instant orders for. The smart list gets auto updated as per selected statuses.
2. Preorders can be filtered by status and by date
Consult the “How to filter preorders in the Operator App” section of the post How to sort and filter preorders in the Operator app for details
“Search” option to fast-track an order.
Search works by:
- customer (full phone number)
- driver (full phone/board/plate number)
- order ID
Search allows you to check:
1. an active order by order ID/customer number/driver phone/board/plate
2. all past orders for the last 30 days by customer number/driver phone/board/plate
3. any past order ever processed by the company by the order ID (NB: orders with SEARCH EXCEEDED status can only be tracked in reports).
How to sort orders in the Operator app
1. How to sort instant orders in the Operator app
Instant orders are sorted by the date and time of creation (the most recent are at the top of the list)
2. How to sort preorders orders in the Operator app
Consult the “How to sort preorders in the Operator app” section of the post How to sort and filter preorders in the Operator app for details
IMPORTANT
Alerts (marked red) are always on top of the list (red dots correspond to warnings inside current filtered list)
Unassigned Instant orders created from Customer app/Web app get archived within 3 minutes (default time for driver search)
Unassigned Instant orders created from Operator app get archived within 30 minutes (default time for driver search)
Unassigned Preorders stay in alert status till the date and time of the pick up
Assigned preorders (if not started by a driver) stay on the list until the requested pick up time + 48 hours, then get cancelled by the system with the status "CANCELLED_EXPIRED"
An order in the Operator app is marked with a red alert within a certain time depending on the order status:
SEARCH - in 45 seconds
STARTED - if the estimated time of arrival has run out
ARRIVED - in 600 seconds (10 minutes)
An order is also marked red if:
1. it has been cancelled by drivers too many times - (backend returns status TooManyCancellations)
2. it was not created by the customer and is in status:
CANCELLED_BY_DRIVER,
CANCELLED_NO_PASSENGER,
CANCELLED_DRIVER_OFFLINE,
FINISHED_UNPAID
CANCELLED_SEARCH_EXCEEDED
3. any order in status:
CANCELLED_BY_DRIVER,
CANCELLED_NO_PASSENGER,
CANCELLED_DRIVER_OFFLINE,
FINISHED_UNPAID
CANCELLED_NO_TAXI
Consult the article on Order routes and booking history in operator app to get more insights into Operator App logic.