Notification types and alerts
Each kind of notice has a fixed audience and a fixed urgency. Channels for that urgency are on Notification channels and urgency.
Overview#
Ordinary company notices go to the company's Owner, Admin and Supervisor. The Accountant is not in that set. Merchant notices go to the merchant's Owner, Admin and Supervisor the same way. A driver is added only for the events named below. While an order notice is still unread, a later notice about the same order updates it in place; that rule is on the channels page.
Titles below are the English wording. Each person receives them in their own language.
Orders#
| What happened | Who is told | Urgency | Title |
|---|---|---|---|
| An order is confirmed for the company | Company Owner, Admin and Supervisor | Urgent | Order #{ref} confirmed |
| The merchant accepts an order | That merchant's Owner, Admin and Supervisor | Urgent | New order #{ref} received |
| An order is completed | Company Owner, Admin and Supervisor, and the driver | Important | Order #{ref} completed |
| An order is cancelled or expires | Company Owner, Admin and Supervisor, and the driver | Urgent | Order #{ref} cancelled or Order #{ref} expired |
| An order is waiting for a supervisor | Company Owner, Admin and Supervisor | Urgent | Order #{ref} pending supervisor approval |
| A supervisor approves or rejects | The driver | Urgent | Order #{ref} approved by supervisor or Order #{ref} rejected by supervisor |
| A payment on an order is updated | The merchant's Owner, Admin and Supervisor | Important | The store push for this event is described on the channels page |
A merchant acceptance and a payment update are pushed to the store's devices, in the merchant's country language, rather than as a separate personal push. That exception is on the channels page.
Wallet and settlement#
| What happened | Who is told | Urgency | Title |
|---|---|---|---|
| A wallet is topped up | The wallet owner's Owner, Admin and Supervisor. Also a text message when that person has a phone number | Important | Wallet topped up |
| A hold is placed | The driver on that order | Urgent | Hold placed on your wallet |
| A payment settles | The wallet owner's Owner, Admin and Supervisor | Background | Payment settled |
| A settlement batch completes or fails | Company Owner, Admin and Supervisor, and platform operators | Important when it completes, urgent when it fails | Settlement batch {id} completed or Settlement batch {id} failed |
| A payment was not completed | The company's Owner, Admin and Supervisor, when the payment belongs to that company | Urgent | Payment {ref} was not completed |
| Payments have gone quiet | The same company audience | Important | {count} payment(s) need attention |
| The wallet could not cover an order | Company Owner, Admin and Supervisor | Urgent | Wallet insufficient blocked order #{ref} |
A company user with platform staff access does not receive each hold or settlement notice, unless that account is an unrestricted platform administrator. The daily summary goes to every platform-staff user on the company, and only on a day that company had a hold or a wallet settlement. A top-up by itself does not produce the summary. The summary stays in the portal. Its title is Daily wallet summary: {count} transactions totaling {amount}. When a settlement that day failed, the title adds the failed count.
Documents, maintenance and review#
A verified document is notified when it is 30 days from expiry (background), 7 days (important) and 1 day (urgent). The title is {document type} expiring in {days} day(s). Company documents go to company Owner, Admin and Supervisor. Merchant documents go to that merchant's Owner, Admin and Supervisor. When the document belongs to a driver, that driver is included. A vehicle or company document does not add a person this way. A document that is already expired is not sent this notice. A verified document saved already inside a window is notified then, at the real number of days left, using the most urgent window it has crossed. One that sits between the 30-day and 7-day marks is background.
Document verified is important and Document rejected is urgent. Both go to the person the document belongs to. Document ready is background and goes to the person who uploaded it. OCR correction needed is background and goes to the driver who submitted it.
An OCR review notice and a Pump reading mismatch notice are background. They go to the company's Owner, Admin and Supervisor, and only when that person is not also a driver. Admin and Supervisor are the roles that can review the submission.
Maintenance due soon tells the company's Admin and Supervisor. It is background until the work is under 500 km or under 7 days away, when it becomes important and the vehicle's current drivers are added. Overdue maintenance is urgent and includes those drivers. The title names the plate and how many items are due or overdue.
Credit and invoices#
When a company's credit usage crosses 80 percent, an important Credit alert goes to company Owner, Admin and Supervisor and to platform operators. It does not fire again until usage falls below 70 percent, and falling below that mark does not itself send a notice. The same audience is told, still important, on the day that is 7 days before a repayment date, and urgently once that date has passed. A line that is fully used and already past that date is told urgently that credit is exhausted. A credit line settled from a top-up is an important Credit settled from top-up to the same people.
A merchant's credit line warns both the merchant's and the company's Owner, Admin and Supervisor, as an important B2B credit alert, when usage crosses 80 percent. Blocking an order for that credit, or changing the credit line, is urgent and goes to the company's Owner, Admin and Supervisor. Turning that route on is important and tells platform staff. Those titles are B2B credit blocked order, B2B credit line changed and B2B-Direct routing activated.
A proforma invoice sent to a company goes to that company's Owner, Admin and Accountant, as an important Proforma invoice {number} received. A dispute goes to the issuing merchant's Owner, Admin and Accountant, or to platform operators when the platform issued it, as an important Proforma invoice {number} disputed.
Other driver notices#
An odometer reading flagged for review is important and goes to company Owner, Admin and Supervisor. A rejected reading is important and goes to the driver. The titles are Odometer Reading Flagged and Odometer Reading Rejected.
A refuel that needs an exception tells company Owner, Admin and Supervisor, urgently, with Refuel order #{ref} needs your approval. The driver's outcome is urgent: Refuel order #{ref} approved or Refuel order #{ref} rejected.
Related#
- Notification channels and urgency
- Read and clear your notifications