Delivery & Driver Routing – Complete Troubleshooting Guide

Overview

The Delivery & Driver Routing module in Hana POS is a mission-critical workflow that directly impacts real-time operations. It is responsible for:

• Assigning deliveries to drivers
• Generating optimized delivery routes
• Ensuring timely fulfillment of orders

Any issue in this area can immediately affect:

• On-time delivery commitments
• Customer satisfaction
• Shop reputation
• Driver efficiency and coordination

? Unlike most modules, routing issues are time-sensitive and must be handled immediately and accurately.

Why This Matters (Support Context)

Routing issues often occur during active delivery hours, making them high-pressure situations.

? Key Insight:
Most routing issues are not system bugs, but are caused by:

• Orders not being assigned to drivers
• Incorrect delivery dates or statuses
• Drivers not logged into the app
• Routes not refreshed or generated

? Quick identification and correction can resolve most issues within minutes.

Common Symptoms Reported by Florists

Florists may describe routing issues as:

• “Driver route is not showing”
• “Orders are missing in the route”
• “Driver cannot see assigned deliveries”
• “Delivery run is empty”
• “Driver app not syncing”

Root Cause Categories

1. Order Assignment Issues

• Orders not assigned to any driver
• Incorrect driver assignment

2. Delivery Data Issues

• Incorrect delivery date
• Order marked as completed or cancelled

3. Routing System Issues

• Route not generated
• Route not refreshed after changes

4. Driver Status Issues

• Driver not logged into app
• Driver marked inactive

5. Sync / Communication Delay

• Delay between POS and driver app
• Network-related lag

Step-by-Step Troubleshooting Process

⚠️ Always follow the sequence. Most issues are resolved in early steps.

Step 1: Identify Scope of Issue (Critical First Step)

Ask:

“Is this issue happening for one delivery or all deliveries today?”

? Why this matters:

• Single order issue → Likely data/assignment problem
• Multiple orders issue → Possible routing/system issue

Step 2: Verify Order Assignment (Most Common Cause)

• Open the affected order
• Check if a driver is assigned

If NOT assigned:

• Assign the driver manually
• Save changes

? Key Insight:
Unassigned orders will never appear in routes.

Step 3: Validate Delivery Details

Check the following:

• Delivery date is correct (e.g., today’s date)
• Order status is:
  • Not completed
  • Not cancelled

? Why this matters:
Only active and valid orders are included in routing.

Step 4: Refresh and Regenerate Route

• Navigate to routing screen
• Refresh the page
• Click Regenerate Route (if available)

? Why this works:
Ensures latest assignments and changes are reflected.

Step 5: Check Driver Status

Ask the florist:

“Is the driver logged into the app?”

Verify:

• Driver is marked as active
• Driver app is open and running
• Internet connection is stable

? Important:
If the driver is not logged in, routes will not sync or display.

Step 6: Handle Sync Delay

Explain to the florist:

“Sometimes it may take a minute for the route to sync. Let’s refresh once more.”

• Wait briefly (30–60 seconds)
• Refresh both POS and driver app

? Note:
Short sync delays are normal during peak activity.

Critical Scenarios & Handling

Orders Missing from Route

Possible causes:

• Not assigned to driver
• Incorrect delivery date/status

✅ Action:

• Assign driver
• Verify delivery details

Driver Cannot See Deliveries

Possible causes:

• Driver not logged in
• Sync delay

✅ Action:

• Confirm driver login
• Refresh app and system

Route Not Showing / Empty Route

Possible causes:

• No assigned orders
• Incorrect filters/date

✅ Action:

• Check assignments
• Validate date
• Regenerate route

Driver App Not Syncing

Possible causes:

• Network issue
• App not refreshed

✅ Action:

• Check internet connection
• Restart app
• Refresh routing screen

Best Practices for Support Agents

• ✅ Always check order assignment first
• ✅ Always verify delivery date and status
• ✅ Confirm driver login status early
• ✅ Refresh and regenerate routes before escalation
• ❌ Do NOT assume system issue without validation
• ❌ Avoid escalation without checking driver-side conditions

Escalation Guidelines

Escalate ONLY IF:

• Orders are correctly assigned to drivers
• Delivery details are valid (date and status)
• Driver is active and logged in
• Route still not generating or syncing
• Multiple florists report similar routing issues

? Include in escalation:

• Florist ID
• Order IDs involved
• Driver details
• Screenshots (POS and driver app)
• Steps already attempted

FAQ Section

Q1: Why are some orders missing from the route?

Most commonly because:

• Orders are not assigned to a driver
• Delivery status/date is incorrect

Q2: Why can’t the driver see deliveries?

Possible reasons:

• Driver is not logged in
• Sync has not completed

Q3: Why is the route empty?

Possible reasons:

• No orders assigned
• Incorrect date or filters

Q4: Do routes update automatically?

Yes, but sometimes require manual refresh or regeneration.

Support Agent Script (Standardized)

Opening

“I understand the delivery route is not showing correctly. Let’s check this step by step.”

Scope Identification

“Is this happening for one delivery or all deliveries today?”

Assignment Check

“Let’s first confirm if the order is assigned to a driver.”

Driver Validation

“Could you please confirm if the driver is logged into the app?”

Reassurance

“This is usually a quick fix — we’ll get it sorted.”

Closure (Resolved)

“The route should now be updated and visible to the driver.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this to get it resolved immediately.”