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Where to find it: OTO FLEX → Orders → Processing Orders — Open in OTO ↗
The last stage, and the only one the customer sees. Everything here is either about completing the delivery or about handling the fact that a meaningful share of attempts do not complete.

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Completing a delivery

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Scan and deliver

The driver scans the parcel at the door and marks it delivered. The scan is what stops the wrong parcel being handed over on a multi-stop route.

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Proof of delivery

Proof of Delivery offers four options — twice as many as pickup, because at the door there is a counterparty whose identity can be verified.
Proof of Delivery options

Fig. 1 — OTP and Photo and OTP exist only on the delivery side. Pickup offers Photo and Barcode alone.

A photo is not a signatureA photo on a doorstep proves something was left somewhere. OTP proves it was handed to someone who could produce the code — which is the difference that matters in a “never received it” dispute, and the reason to use Photo and OTP on anything valuable or collected in cash.
Force Proof of Delivery makes it mandatory — verbatim: “When you open force proof of delivery drivers cannot deliver an order without proof.” A third toggle, Force Driver Delivery Note, goes further: “When the Driver Delivery Note is enforced, the driver will be required to enter a delivery note before updating the order as delivered.” A note is free text, so it captures the thing neither a photo nor a code can — left with the neighbour, handed to the receptionist, customer refused one item.
Forcing has a costEvery forced field is a few seconds at every door, and drivers route around friction. Force proof where disputes are expensive — high-value goods, COD — rather than everywhere by default.

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Talking to the customer

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Call or text from the app

The driver contacts the customer from within the app, without the customer’s number being exposed as a phone number they keep.

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Predefined messages

OTO FLEX → Configuration → Predefined Messages holds the templates a driver can send with one tap — on my way, five minutes away, unable to reach you. The product describes the mechanism precisely:
“Create messages for drivers to send via WhatsApp in OTO Flex. Drivers can select a message from a dropdown within an order, and WhatsApp will open with the chosen message ready to send.”
Each template takes a Title — what the driver sees in the dropdown — and a Message of up to 4,096 characters. Sort Rules orders the dropdown, so the message used forty times a day sits at the top rather than wherever it happened to be created.
Creating a predefined message

Fig. 2 — The placeholder is the feature worth noticing: “Type ‘/’ to check the list of the saved fields that you can use.”

Merge fields make the template personalTyping / in the message body inserts a saved field, so a template can carry the customer’s name and the order number without the driver typing anything. That is the difference between a message that reads as a form letter and one that reads as though someone sent it.
It opens WhatsApp, it does not sendThe driver picks a template and WhatsApp opens with the text ready. The driver still presses send, and can edit first — which keeps a person in the loop and makes the template a starting point rather than an automation. Worth knowing when you write them.
Why templates rather than free textConsistency and safety. Templates keep tone predictable, keep the message in the customer’s language, and keep a driver from improvising something the brand would rather not have sent.

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Contact restricted outside the delivery window

Drivers are blocked from contacting a customer outside a predefined range. It protects customers from calls at inconvenient hours and protects the merchant from a driver using order contacts for anything other than the delivery.

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Live tracking for the customer

The customer follows the delivery on a map in real time. This is the most visible benefit of running a fleet: it is the experience people associate with food delivery, and it is rarely available on a carrier shipment.
The customer tracking page

Fig. 3 — Order number, current status with its timestamp, both ends of the trip, and the driver — on one page, with a language selector.

Naming the driver is the pointA carrier tracking page gives a customer a status and a number. This one gives them a person — which is what turns where is my parcel into I can see who is bringing it. It is also why the driver Image field on the driver record is worth filling in.
The page carries your notification branding and shows the Fleet Name set in fleet settings rather than a carrier’s, so a merchant delivering with their own riders presents it as their own service.

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When delivery fails

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Custom failure reasons

Failure reasons are defined by you, in Settings → Advanced → Reason Settings — the same list that governs hold reasons. Structured reasons rather than free text are what make failure reportable: customer not home and address not found call for completely different fixes, and you cannot tell them apart in a text field.

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Multiple warehouse or terminal visits

An order can pass through more than one facility on its way — a hub, then a local terminal, then the customer — with each visit tracked as part of one order’s journey rather than as separate shipments.

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Reverse shipments

Drivers collect from customers as well as delivering to them, so a return is a fleet task like any other. It can be a collection on its own or picked up on the same visit as a delivery, which is the efficiency an exchange depends on. See Returns receiving for what happens next.

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Route optimization

Up to 20 orders can be optimized in one request, using the Google API key configured in fleet settings. Larger rounds are planned in batches — see Planning.