Definition

This article explains how to create, view, and edit a new order within Dispatch Science's Back Office, and how it relates to other sections of the application:

Browser Compatibility

The order screen is supported on:

• PC: Google Chrome, Microsoft Edge, Mozilla Firefox

• Mac: Google Chrome, Apple Safari, Mozilla Firefox

Note: Only the two most recent versions of these browsers are supported.
Important: Internet Explorer is not compatible.

Back Office – New Order Screen

The New Order screen has been reorganized to simplify and speed up the order creation process.
Both mouse and tab key navigation are fully supported for efficiency.

Key improvements:

• Simplified section overviews

• Easy contact search

• Auto-filled defaults for service level, vehicle, and parcel type

How to Create a New Order

Step 1: Access Create Order

• Go to Create Order in the menu or click the New Order button from the Orders list.

Step 2: Search for a Caller - The term "caller" usually refers to the person or system initiating a call or request.

• Cursor auto-focuses on the Search Account bar.

• Search by: account name, account number, caller name, or caller phone number.

• Select the correct entry using the keyboard or mouse.

Step 3: Caller and Default Info Loaded

• Customer and caller info populate automatically.

• Pickup location auto-fills if a default exists.

• An order number is assigned.

4) After Selecting the Caller

Once a caller is selected, the following will be automatically populated:

• Customer and Caller Information

• Default Pickup Contact, if assigned to the caller. If not, the system will use the default contact on the Account, if available.

• An Order Number will be generated automatically.

Cursor Placement:

• If a default pickup contact exists, the cursor will jump to the Delivery Address > Contact Name field.

• If not, it will begin in the Pickup Address > Contact Name field.

Automatic Defaults:

• The smallest ranked parcel type is added automatically.

• The lowest ranked service level and the default vehicle type are pre-selected.

Time Defaults:

• Ready At defaults to the current date and time.

• Pickup From is calculated based on:

  • The Ready At timestamp

  • The selected Service Level’s hours of operation and cut-off times.

• Delivery Window is calculated from:

  • The Pickup From time

  • The Service Level’s operating hours, cut-off times, and expected delivery time.

5) Editing Caller Notes

To edit the caller note:

• Click Edit in the Customer Info section, or press Shift+Tab to navigate to the Notes field.

• Navigating with Shift+Tab from the first field or clicking Edit opens the previous section automatically.

• Pressing Tab from the last field or clicking Edit opens the next section.

• Make your changes, then press Tab to move to the Pickup section or click Edit again.

Note: Changes will apply only to the caller note on the current order.

6) Entering or Modifying Pickup and Delivery Information

• Begin by typing in the Contact Name or Address Line 1.

  • Matching contacts and addresses will auto-populate as you type.

  • Select from the list to auto-fill the section fields.

If the contact doesn't exist:

• A checkbox to Add contact info to account contacts will appear.

• When selected, the contact will be saved with all provided details (name, email, phone, address, and note).

For address entry:

• Matching stored and geocoded addresses will display as suggestions.

• You must select an address from the list — manually typed entries will be cleared if not selected.

Note: If an address is not selected from the drop-down, the typed in address will be erased.

• If the address can’t be geocoded:

  • Use the "Enter address from Zip/Postal Code" option.

  • Input a valid code and complete the rest of the address, then click Save.

  • You must select a valid postal code from the dropdown to save the address.

Note: If a postal code is not selected from the drop-down, you will not be able to save the custom address.

• Once both addresses are entered:

  • The distance, pricing, vehicle surcharge, and minimum charge (if applicable) will appear in the Summary.

  • If pricing is by zone, zone info will display in the address sections.

  • Click the info icon (i) beside any pricing field for explanations on how it was calculated.

7) Entering Item Information

• Use Tab from the delivery note or click Edit in the Items section to begin.

• The lowest ranked parcel type is selected by default with its standard dimensions and weight.

• You can select a different parcel type from the dropdown, which will auto-update the dimensions and weight.

• If the parcel type is customizable, you can edit the dimensions by clicking on the rule, entering new values, and clicking Save.

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• Enter the item weight:

  • If it’s below the minimum allowed, a warning appears and the minimum weight will be used for extra fee calculations.

• Optionally, add a description.

To add more items:

• Click the plus icon to add a row.

• To duplicate the current parcel type, click the copy icon, enter the number of additional rows, and click Add.

• Modify the added rows as needed.

• Click Continue to proceed to the Summary and Pricing sections.

• Any applicable extra fees (e.g., by number of pieces or total weight) will be listed under Pricing Items.

8) Delivery Timing & Pricing Warnings

• If the order can’t be delivered same-day as the Ready At time, a warning icon appears next to the Service Level and under the Delivery Window.

  • Click the icon to view more details.

Changing the service level or vehicle type will automatically update:

• Delivery price

• Pickup From time

• Delivery Window

• If no valid price exists for the selected combination of addresses, service level, and vehicle, a "Price unavailable" message appears.

• In such cases, the price must be manually entered on the Dispatch Board after the order is created.

9) Delivery Pricing

• The calculated delivery charge appears in the Pricing Items section, along with:

  • Default extra fees (based on number of items and weight)

  • Fuel surcharge (if configured for the account)

The delivery price can be manually adjusted if needed.

• Manual changes will be flagged during order creation.

10) Extra Fees

• System-defined and required extra fees are automatically added to the Pricing Items section.

Optional extra fees can be added manually:

• Click the add icon, select the fees, and click Save.

You can:

• Update the quantity — the total recalculates.

• Modify the unit price — a “Default has been modified” message appears with a Reset option.

• Edit the total amount directly, if needed.

11) Entering Notes

Notes added to the order will be visible on:

• The Customer Self-Serve Page

• The Dispatch Board (for dispatchers)

• The Driver App (for drivers)

12) Setting the "Ready At" Time

• "Ready At" defaults to Now, but can be changed manually.

• Updating "Ready At" will recalculate the Pickup From and Delivery Window based on the selected service level.

• Enter the date/time manually in this format: YYYY-MM-DD HH:MM AM/PM

Alternatively, use the calendar and time picker to select the desired values.

13–15) Additional Order Information

• Pickup From: Can be manually entered; doing so will recalculate Ready At and Delivery Window.

• Delivery Window: Can also be set manually; this will update both Ready At and Pickup From.

• Additional Info Tab: Appears based on the account settings for Reference Number, ID Verification, or COD.

  • If shown, fill in the required fields.

  • A * will appear beside the tab if required data must be entered before completing the order.

17) Manage Notifications

• Navigate to the Notifications tab. A number beside the tab shows how many notifications are currently selected.

• Notifications are pre-filled based on the account's template but can be customized per order.

• Click the info icon to view selected notifications at a glance.

• To modify, use the edit icon in each section to add/remove email or SMS alerts for different order statuses.

• To notify additional recipients, click Add, enter their name, email, phone, language, and choose the events they should be notified for, then click Apply.

18) Create the Order

• Once all information is entered, click Create Order at the bottom right of the window.

• The window will reset for a new order, and the newly created order number will appear in the top left — click it to view or edit the order.

Note: Clicking New Order before saving will trigger a warning:

• Restart: Discards all unsaved data.

• Cancel: Returns to the current order so you can save it.

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• If you click on Restart, you will lose the order you have been working on, no information will be saved.
• If you click on Cancel, you will return to the order and will be able to save it.