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Frequently asked questions

Everyone​

What is IDM?​

The Intellisol Dispatch Matrix is the system that moves items for businesses and delivery companies in Ghana. A business owns the order; IDM finds a delivery company and a rider, prices the delivery, and tracks it to the door. See What is IDM?.

Is the system working right now?​

Check System status. It is checked live against IDM's health endpoints.

Why does IDM never show me a rider's exact location?​

To protect riders and customers, coordinates are never shown to senders, recipients or businesses. You see the status, the rider's first name once assigned, and an arrival window.

Where are my phone number and name used?​

Only for the delivery you are part of, by the people who need them while it is active. Phone numbers are masked by default, and personal data is removed after a set retention period.

Senders​

How do I send a delivery?​

Open your delivery company's link, enter your details and the pickup, choose a vehicle, and add your recipient. Your recipient then confirms the drop-off. See Send a delivery.

Why can't I type the drop-off address?​

The recipient knows exactly where they are, so they pin it themselves from their SMS link. This avoids wrong addresses and wrong prices.

How is the delivery fee calculated?​

From the verified road distance between the two places, a base fare, the vehicle and the service type, using the delivery company's current prices. IDM's server calculates it; the app only shows it. See Delivery cost.

The price changed when I tried again. Why?​

A quote lasts a limited time. If it expired, or your recipient moved the pin, IDM makes a new quote with the current facts. A delivery you already dispatched never changes price.

Can I cancel?​

Freely before you tap Dispatch. After that it depends on the stage; after the rider has your item it cannot be cancelled, only recovered. See Cancelling.

How do I hand the item to the rider?​

When the rider arrives you see Handover. Give them the item, tap Handover, then Confirm handover. The delivery only becomes Picked up when you confirm. See Handover and tracking.

Can I send to several people at once?​

Yes, with Bulk delivery: one pickup and two to five recipients, each with their own delivery and price. See Bulk delivery.

Recipients​

I got an SMS about a delivery. What do I do?​

Open the link, choose your area, pin exactly where you want the item delivered and confirm. See Recipients.

Links expire for your safety. Ask the sender or the delivery company for a new one.

When do I confirm receipt?​

Only when you have the item in your hands. The rider then completes the delivery. See Confirm receipt.

Can I see who else is receiving items from the same sender?​

No. Each recipient sees only their own delivery.

Riders​

How do I sign in to Dispatch?​

With your phone number and a code sent by SMS. Your company must have added you first; there is no public sign-up. See Install and sign in.

Why did my offer disappear?​

Another rider accepted first, the countdown ran out on IDM's clock, or your company stopped taking new work. The app returns to waiting; there is nothing to dismiss. See Offers.

My bike broke down mid-delivery. What do I do?​

Ask for a relay so another rider from your company can take over, or raise an issue in the app. You keep the item until the handoff is confirmed with the code. See Relay and Delivery issues.

The recipient is not there.​

Use the delivery issue options in the app; do not leave the item. See Delivery issues.

I lost signal. Is my delivery lost?​

No. Your actions are kept as pending and sent when the connection returns. The app checks the latest state first. See Working offline.

The customer paid me cash.​

Record it in the app on the delivery screen. See Cash at the door.

Delivery companies​

Why are new deliveries paused for my company?​

Usually an unpaid platform fee after the reminders and grace period, or an operator suspension. Deliveries already under way continue. Paying the fee lifts the pause automatically once Paystack confirms it. See Platform fees.

How do I assign a rider to a job?​

In Delivery jobs, tap Assign rider, choose a free rider and tap Send offer. Nothing is assigned until the rider accepts. See Delivery jobs.

How do I pay the platform fee?​

From Platform fees, with Paystack. The fee is marked paid only when IDM has verified the payment with Paystack. See Platform fees.

How do I add a rider or a vehicle?​

Riders are added under your company; there is no public rider sign-up. Only verified riders receive offers. If the portal does not offer you the change you need, contact Intellisol. See Riders and vehicles.

Our KYC was sent back. What now?​

The case lists exactly which documents need correcting. Upload them again from Profile & compliance. See Profile and compliance.

Developers​

How do I sign an API request?​

HMAC-SHA256 over the method, request URI, body digest, timestamp and nonce, with your secret. See Authentication, which has code and a test vector.

What does IDEMPOTENCY_KEY_REUSED mean?​

You sent a different request with a key already used for another one. Use one key per user intent. See Idempotency.

How do I verify a webhook signature?​

HMAC-SHA256 of "<t>.<raw body>" with the endpoint secret, compared in constant time. See Webhooks.

Can I call the API from my web or mobile app?​

No. Call it from your server. A key used from a browser is revoked automatically.

Can I send my own price or distance?​

No. IDM always prices on its servers. A request that contains a fee, distance or status is refused with SERVER_CONTROLLED_FIELD.