How a delivery works
This is the journey of one delivery requested through a delivery company's link. A delivery created by a business's system through the API follows the same journey from Dispatch onwards.
The journey
| # | Who | What happens |
|---|---|---|
| 1 | Sender | Opens the delivery company's link, enters their name and phone number, chooses the pickup area and pins the exact pickup place. |
| 2 | Sender | Chooses a vehicle from the types available for this delivery. |
| 3 | Sender | Enters the recipient's name and phone number, and optionally a photo of the item and a note. Taps Send request to recipient. Nothing is dispatched yet. |
| 4 | Recipient | Receives one SMS with a secure link. Opens it, chooses their suburb and pins the exact drop-off place, then taps Confirm location. |
| 5 | Sender | Is alerted with a tone: Recipient location confirmed — your delivery cost is ready. Taps View cost. |
| 6 | IDM | Measures the verified road distance and calculates the delivery fee. The sender sees Total delivery cost — GHS … and until when the quote is valid. |
| 7 | Sender | Taps Dispatch. IDM checks every detail again and creates exactly one delivery. |
| 8 | IDM | Offers the delivery to suitable riders of an eligible delivery company. Each offer is open for a short time (15 seconds by default). |
| 9 | Rider | Accepts in the Dispatch app, navigates to the pickup and taps I have arrived at pickup. |
| 10 | Sender | Sees Your delivery partner has arrived. Hands over the item and taps Confirm handover. |
| 11 | Rider | Taps Start delivery, navigates to the recipient and taps I have arrived. |
| 12 | Recipient | Sees Your delivery partner has arrived with your item. Only after receiving it, taps Confirm receipt. |
| 13 | Rider | Sees Recipient confirmed receipt. and taps Complete delivery. |
| 14 | Everyone | The sender sees Delivery completed and the recipient Delivery received, each with the delivery reference, vehicle, delivery company and completion time. |
Why three different people confirm
The sender confirms the handover, the recipient confirms receipt, and only then can the rider complete. No one person can mark a delivery as done on their own, and each confirmation is recorded with its time.
What the statuses look like
Senders and recipients see plain statuses: Delivery requested → Delivery partner assigned → Picked up → On the way → Arrived → Delivered. See What each status means.
When something changes on the way
- The rider cannot continue (breakdown, illness, a road the vehicle cannot use): the rider asks another rider of the same company to take over. The delivery, its price and its reference stay the same. See Relay.
- Several deliveries go the same way: a rider may carry them together on one route. You see In a shared delivery queue and your place in it. See Shared deliveries.
- The recipient is not there, or the address is wrong: the rider reports a Delivery issue and the delivery company or Intellisol decides the next step. See Delivery issues.
- No rider accepts: IDM widens the search and tries other eligible delivery companies. If none can take it, the business is told.
Several recipients at once
A sender can send items from one pickup to two to five recipients in one request. Each recipient gets their own link, price, rider and tracking. See Bulk Delivery.