Status model

This section covers:

Steps of the delivery claim processing.
API methods that are available at specific steps of claim processing and let you change the claim status.

Steps of order creation and execution

At the Order created step, a new claim is checked and estimated, and the performer is searched for the order.
If the order is created successfully, the courier arrives at the sender and picks up the item to be delivered.
After successful pickup, the courier delivers the order to the specified addresses.
If an item couldn't be delivered, the item is returned to the return point.

At every step of creating and processing an order, you can get information about the claim. Order change log lets you track the history of your claim.

Order processing diagram 1

Order processing diagram 2

Order creation

1 The request Create claim with multiple route points initiates the order creation process.

2 After the claim is created, the claim estimation procedure starts. To find out the result of estimation, run the request Get information on claim with multiple route points.

3 If the estimation is successful, the claim switches to the awaiting confirmation status. The request to get claim information returns the order cost for the client. If necessary, edit the claim using the method Edit claim with multiple route points. After editing, the claim is automatically sent for estimation. To confirm the claim, send the request Confirm claim within 10 minutes after the claim status switches to ready_for_approval.

4 The claim could not be estimated. The request to get claim information returns the reasons why the claim couldn't be executed in the error_messages field. The claim can be sent for re-estimation after editing.

5 After the claim is confirmed, the performer search process starts.

6 If you confirmed the claim 10 minutes or more after the claim status switched to ready_for_approval, the claim status changes to failed. Create a new claim in this case.

7 The system searches for a performer based on the requirements you specified in your claim.

8 The performer is selected for your claim. From now until the order is completed you can request the following information:

The data about the courier and vehicle: use the method Get information on claim with multiple route points and look up the performer_info field in the response.
Courier's phone number: use the method Get phone number to call the courier. If the courier is replaced for any reason, request the phone number again.
Coordinates of the courier's current location: use the method Get claim performer location.

9 The performer was not found or canceled the order. Try creating a new claim.

Note.

You can cancel your claim for free at any step of order creation before the performer starts executing it. To cancel your claim:

Make sure that you have access to free cancelation: the method Get information on claim with multiple route points and look up the available_cancel_state field in the response.
Cancel the claim using the Cancel claim method.

Order pickup by courier

10 The courier arrived at point A to pick up the order. After the courier reports to the system that they picked up the order, a confirmation code is generated automatically. The sender can get this code in their account profile, via SMS, or using the API Get confirmation code method.

11 The courier waits for the sender to give the confirmation code.

12 The courier entered the confirmation code into the system. Order acceptance by the courier is now confirmed. The request Get information on claim with multiple route points returns information about a visit to the point in the visit_status field.

At steps 10 and 11, after the courier arrives to the pickup point but before they receive the item, you have the option to cancel the order for a fee using the Cancel claim method. At step 12, you can only cancel your order by contacting support. In this case, the courier has to return the item.

Item delivery

13 The courier arrived at point B to deliver the item to the recipient. When the courier reports to the system that they are ready to complete the order, the system generates a confirmation code and sends it to the recipient via SMS.

14 The courier waits for the recipient to give the confirmation code.

15 The courier entered the confirmation code into the system. Delivery to the recipient is now confirmed. If the courier still has undelivered items, they proceed to the next recipient.

16 All items are delivered to recipients.

17 If at least one item can't be handed over to the recipient for some reason, such item is returned after the delivery is complete. By default, the return point is point A. If needed, you can specify a different return point.

At steps 13 and 14, before the item is handed over to the courier, you can cancel the order by contacting support. In this case, the courier has to return the item.

Item return

18 Courier arrived at the return point. After the courier reports to the system that they returned the order, a confirmation code is automatically generated. The sender can get this code in their account profile, via SMS, or using the API Get confirmation code method.

19 The courier waits for the confirmation code.

20 The courier entered the confirmation code into the system. Item return is now confirmed.