Troubleshooting & FAQ’s
I have errors on my delivery planning page how do I resolve them?
How to fix issues on your deliveries page
Most delivery planning errors come down to a drop having missing or incorrect coordinates, which stops the round from optimising. Here's how to spot and fix the most common ones.
A customer is showing in the wrong place on the deliveries page
When a customer appears in the wrong location, it's because the coordinates for their drop are incorrect. A drop that sits outside the vicinity of the other drops on the round will also affect how the round is optimised.
Why this happens
This usually happens when a customer uses the ‘Address lookup’ instead of typing their address manually at sign-up. Address lookup can return an address with a very similar name in a different location. When the customer selects an address, the system assigns coordinates based on that choice. If they pick the wrong address first and then edit the rest of their details, the coordinates from that first address stay attached to their drop.
How to update a customer's coordinates
- Open Google Maps and search for the customer's correct address.
- Right-click the location pin, then left-click the coordinates at the top of the menu to copy them.
- Paste the coordinates into Notes, or a similar app, so you can split them, because the system has separate fields for latitude and longitude.
- In the customer account, go to ‘Details’.
- Paste the latitude and longitude into their matching fields, then click ‘Update address details’.
I have a location error but don't know which order it relates to
A location error appears when a customer has no coordinates. This prevents the round from being optimised, because there is a drop with no location attached to it.
Why this happens
A customer can end up with no coordinates for one of two reasons.
- The customer was created manually with an address and the coordinate fields were left blank.
- A customer who already had an order for that week was deleted, which creates a ‘GDPR customer’ with no coordinates.
How to fix it
If the coordinate fields were left blank, follow the steps in ‘How to update a customer's coordinates’ above.
If a deleted customer is causing the error, open the order record for the ‘GDPR customer’ and change the order status to ‘Cancelled’ using the dropdown at the top.
A customer's coordinates are out of range
Why this happens
The round can't be optimised when a drop is more than 50km from the other points on the round. You may see an error message like the one below:
-1.258010764955657,51.75670024714315,-6.8813047435743835,53.08816888498991, Could not find routable point within a radius of 50000.0 meters of specified coordinate 1: -6.8813047 53.0881689.
The message doesn't tell you directly which drop it relates to.
How to find and fix it
- Zoom out on the map to get a better overview of all the drops.
- Click the drop that sits far away from the route. This highlights the matching drop in the deliveries list.
- Follow the steps in ‘How to update a customer's coordinates’ above to correct the coordinates.
