I have a customer who is showing in the wrong place on the deliveries page, how do I move them to the correct location?
This is caused by the co ordinates for the drop being incorrect. This will affect the ‘optimisation’ of the delivery round if a drop is not located within the vicinity of other drops on the round.
What causes this issue?
When a customer uses the ‘address lookup’ rather than entering an address manually when signing up there is the potential for there to be an address that has a very similar name but in another location.
When the customer chooses an address from the address lookup it assigns coordinates based on that address. If the incorrect address is chosen first before then updating the rest of the address details, then the coordinates for the original chosen address will apply to the customers drop.
How to update the co-ordinates for a customer
To update the co-ordinates for the customer use Google maps to search for the correct address. ‘Right click’ on the pin and then ‘left click’ to copy the co-ordinate data.
The coordinates need to be split as the system has 2 separate fields for latitude and longitude, paste the coordinates into notes or similar app on your device to then split them.
Navigate to the customer account and go to ‘details’. Paste the latitude and longitude separately into the correct fields in the customer account before clicking ‘update address details’.
I have a location error but I don’t know what order it is linked to?
When a customer has no co-ordinates present the location error is produced. This will prevent the round from being optimised as there is a drop with no location on the delivery round. What causes a customer to not have ordinates? This can either be caused by:
- Creating a customer and manually adding an address leaving the co-ordinate fields empty
To fix follow steps from ‘How to update the co-ordinates for a customer’ above to add co-ordinates.
- Deleting a customer who has an order already created for a week creating a GDPR customer without co-ordinates
To fix a deleted customer causing the location error go to the order record for the now ‘GDPR customer’ and change the status of the order to ‘cancelled’ in the drop at the top.