Finding your order and understanding its status
Go to the Orders tab in your Dispatch dashboard and find your order in the list, then click into it to open the order details page.
Every order starts out as Scheduled or Assigning while we're finding a driver. Once a driver has been assigned to your order — shown as Driver Assigned or Claimed — it continues through the rest of the delivery cycle until finally Delivered or Canceled. What you're able to change yourself depends on whether your order has already been assigned to a driver:
Field | Status: Scheduled / Assigning | Status: Driver Assigned/Claimed and later | Status: Delivered / Canceled |
Pickup / drop-off address | ✅ | ❌ — contact Support | ❌ |
Vehicle type | ✅ | ❌ — contact Support | ❌ |
Service level | ✅ | ❌ — contact Support | ❌ |
Pickup / delivery time | ✅ | ❌ — contact Support | ❌ |
Optional add-ons | ✅ | ❌ — contact Support | ❌ |
Items / parcel count | ✅ | ✅ | ❌ |
Contact name, company, phone | ✅ | ✅ | ❌ |
Order notes | ✅ | ✅ | ❌ |
Order notifications (SMS / email) | ✅ | ✅ | ❌ |
Job name | ✅ | ✅ | ✅ |
While your order is Scheduled or Assigning
Click Edit Order near the top of the page.
This takes you to the same form you used to create the order, pre-filled with your current details, where you can update:
Pickup and drop-off address
Vehicle type
Service level
Pickup or delivery time
Optional add-ons
Items / parcel count
Contact name, company name, and phone number
Order notes or special instructions
Job name
If you change anything that affects price — address, vehicle type, service level, add-ons, or time — your order is automatically re-quoted at current rates before the change is saved.
Once your order shows Driver Assigned/Claimed (or later)
The Edit Order button is no longer available, and the pickup/drop-off address, vehicle type, service level, pickup/delivery time, and add-ons can no longer be changed yourself. If you need one of these updated, contact Dispatch Support right away — we'll do our best to update the driver before they reach pickup.
You can still make some changes yourself, right on the order details page. Hover over a field and click the pencil icon next to it:
Items / parcel count
Contact name, company name, and phone number
Order notes
Order notifications (SMS / email)
Job name
Click the pencil, make your change, and click Save.
Once your order is Delivered or Canceled
Only the job name can still be edited. All other fields are locked.
What if I need to remove a stop on a multi-stop order?
For multi-stop orders, contact Dispatch Support directly and provide your order number and the stop you need removed. Do not attempt to cancel the full order if only one stop has changed.