Adjusting a route

Make changes to a route before or during a route

1. If customers have not been given texted with timeframes: If you've completed the steps for Creating a Route but wish to adjust the order of the route to something other than what the ‘Optimize’ button created before sending off timeframes, simply hover over the stop and drag into whichever sequence you’d prefer. You can also use the green reverse button to reverse the order of a route completely. After doing this, you’ll notice an orange message next to the affected timeframes stating, “stop modified, recalculate.” To do this, simply hit the “Map Route” button, which will establish updated timeframes that reflect your changes.
   
   
2. If customers have already been texted with timeframes:
   1. If all customers already confirmed:
      1. If customers have already received text messages with their assigned timeframes and everybody has been confirmed, the route will show a "Locked" symbol with a green banner stating that the route is confirmed.
      2. To make changes, click the lock button to unlock the route
      3. Drag and drop customers or remove them from the route by clicking the X button to the right of their name in the route order column.
      4. Any changes will require an update to timeframes. Once changes are complete, click "Map Route" to assign updated timeframes to all impacted customers. Then select "Send to Internal" for internal teams or "Send to Onward" for Onward-managed teams. This will prompt you to either not send texts, which will mean customers do not receive updated timeframes, or to send texts, which will inform customers who are impacted by more than 30 minutes of an updated timeframe and request that they confirm. 
      
      

Making  Changes After A Route Has Started

1. If a route has already begun (the team has marked themselves as "Arrived" for loading), then changes can no longer be made within the Planning page. Instead, navigate to the "Tracking" page.

2. The route should show under "In Progress" routes in the kanban board. Click the route to open it.

3. If customer's delivery needs to be canceled, click the three dots to the right of their name and select "Cancel Order". This marks the stop as canceled within the route for you and the driver.