What each status means
These are the statuses senders, recipients and businesses see. Riders, delivery companies and Intellisol see more detailed internal states; the table at the bottom maps them.
Order confirmed
The delivery has been created and is about to go to delivery companies. Nothing to do.
Delivery requested
IDM is finding a rider. Offers go to suitable riders nearby, a few at a time, each open for a short time. If nobody accepts, IDM widens the search and may try another eligible delivery company. Nothing to do.
Delivery partner assigned
A rider accepted and is on the way to the pickup, or is already there. Senders: when the page says Your delivery partner has arrived., hand over the item and confirm.
Picked up
The sender confirmed the handover. The rider has the item.
On the way
The rider is travelling to the drop-off. An Expected between window appears when IDM can estimate one. If the rider hands over to a colleague mid-route, the status stays On the way.
In a shared delivery queue
Shown as In a shared delivery queue — position N. The rider is carrying several deliveries heading the same way, and yours is stop N. Each delivery keeps its own price and receipt. You never see the others. If the shared route is cancelled, your delivery returns to normal dispatch on its own.
Arrived
The rider is at the drop-off. Recipients: check the item, then Confirm receipt.
Delivered
The recipient confirmed receipt and the rider completed the delivery.
Delivery delayed — being resolved
Something stopped the delivery, for example the recipient was not available or the rider could not continue. The delivery company or Intellisol is resolving it. The original details (locations, price, reference) never change during recovery.
Cancelled
The delivery was cancelled at a stage where that is allowed.
Delivery could not be completed
The delivery ended without reaching the recipient. Contact the delivery company with the delivery reference.
Internal states, for riders, companies and operators
| Internal state | Partner Portal label | Customer status |
|---|---|---|
PENDING_DELIVERY | Pending | Order confirmed |
DELIVERY_REQUESTED | Waiting for a rider | Delivery requested |
OFFERED | Offer sent | Delivery requested |
ASSIGNED | Assigned | Delivery partner assigned |
ARRIVED_AT_PICKUP | At pickup | Delivery partner assigned |
PICKED_UP | Picked up | Picked up |
ON_THE_WAY | On the way | On the way, or In a shared delivery queue — position N |
ARRIVED_AT_DESTINATION | At drop-off | Arrived |
RECEIPT_CONFIRMED | Receipt confirmed | Delivered |
DELIVERED | Delivered | Delivered |
DELIVERY_EXCEPTION | Exception | Delivery delayed — being resolved |
RECOVERY_REQUIRED | Recovery required | Delivery delayed — being resolved |
CANCELLED | Cancelled | Cancelled |
FAILED | Failed | Delivery could not be completed |
A delivery moves only along the allowed steps (for example it can never jump from Offer sent to Delivered). See Delivery states for every allowed transition.