Redispatch an order (mobile)

How to redispatch an order using the IHD mobile app

Emma avatar
Written by Emma
Updated over a week ago

Redispatching an order is making a new delivery request for an order. You may wish to redispatch an order when there is an issue with the original delivery, such as missing or damaged food.

To redispatch an order, click on the Redispatch order option under the ellipsis on the Order Detail screen. You can redispatch any order except for those with a status of Pending dispatch, Pending manager or Scheduled.

This will bring up the Redispatch order screen.

Redispatching an order is a two-step process:

  • Entering when the order will be ready to be picked up

  • Selecting who it should be assigned to

By default, all details from the original order will be copied over to the new order. You are unable to edit any other details about the order, such as the order items or customer information. This information can only be editing when redispatching on the desktop app.

Pickup time

Select the day and time the order will be ready to pick up. Click the Next button to proceed to the next screen.

Select driver

Here you can select who to assign the order to for delivery. All available drivers and/or third party providers will be displayed. A driver or delivery service provider must be selected, even when running in auto-dispatch mode.

Available Drivers

  • Will be displayed if self-delivery is enabled. All individual drivers who are currently clocked into a shift in the driver position will be displayed. The number of orders they are currently assigned is also shown, to guide the manager on which driver may be best suited to take the delivery.

Please note: When an order is scheduled for delivery more than 40 minutes from the current time you will be unable to select an individual driver to assign the order to.

Driver Network

  • Will be displayed if self-delivery is enabled. This option will show all workers for the location who have previously used the IHD driver app. This gives managers the ability to route orders to workers who are not currently clocked into a driver shift, but may still be available for delivery. The current shift status is shown against each worker (either Clocked in, On break, or Not clocked in).

Third Party

  • Will be displayed if third-party delivery is enabled. All available third-party providers will be displayed. Note that individual drivers from a third-party cannot be selected.

Click the Redispatch button when you are ready to send the new delivery request. A new screen will appear, asking you to confirm the redispatch request. Upon clicking Confirm, a new request for a delivery driver will be sent.

If an individual driver has been selected from the Available Drivers or Driver Network lists, the delivery is immediately assigned to the driver. This is different to when orders are automatically dispatched, when drivers are able to choose whether to accept or reject a delivery offer. Drivers will be informed of the delivery assignment via a notification, and can see details of the order within the mobile app.

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