Blocked refuels and supervisor approval

Reference

When a refuel asks for more fuel than the vehicle's limit allows, the order is created as Blocked instead of being refused. The driver can send it to a supervisor, who approves a quantity or rejects it; an approved order continues its normal flow.

Overview#

A Blocked order is a refuel order that was created but not allowed to proceed. The same cycle applies to all three pump flows, the standard flow, PVoil and Petrolimex, and to card refuels started at the pump. While an order is Blocked, no money is held, nothing is owed to the merchant and nothing is sent to an integration partner. Merchants never see Blocked orders. How the limit is calculated is on Refuel limits.

Block reasons#

Reason	Driver App text	Can be sent for approval
GPS distance not synced recently enough	We couldn't confirm recent distance for this vehicle.	Yes
No GPS movement recorded	No distance data received — this may be a GPS issue (not your fault).	Yes
Allowance consumed / no consumption norm available — also used when a request is above a fixed-quantity or full-tank limit	This fill is above the current limit for this vehicle.	Yes
Tank has no room left	This is more than the tank can hold right now.	Yes
B2B credit limit exceeded	A general message	No
Wallet balance insufficient	A general message	No

The reasons are recorded on the order. A balance block, credit or wallet, has no supervisor override: the order cannot be released, and it ends when the driver cancels it or after 24 hours. A new refuel can be made once the wallet or credit line covers it. The Driver App screen also shows the requested quantity and the allowed limit at the time of the block; for PVoil, where no quantity is requested, it shows Limit exhausted for this vehicle.

Approval statuses#

A Blocked order has no approval request until the driver sends one. The request then has one of four states:

State	Meaning	Order
Pending	Waiting for a supervisor	Stays Blocked
Approved	A supervisor approved a quantity	Resumes its flow at the approved quantity
Rejected	A supervisor rejected it with a reason	Cancelled
Expired	No decision in time, or the driver cancelled while it was pending	Cancelled

stateDiagram-v2
    state "Blocked, not sent" as blocked
    state "Pending" as pending
    state "Approved — order resumes" as approved
    state "Rejected — order cancelled" as rejected
    state "Expired — order cancelled" as expired
    state "Cancelled" as cancelled
    [*] --> blocked: refuel over the limit
    blocked --> pending: driver requests approval
    blocked --> cancelled: driver cancels or time runs out
    pending --> approved: supervisor approves
    pending --> rejected: supervisor rejects
    pending --> expired: time runs out or driver cancels

Diagram source (Mermaid)

Rules#

One request per order. Sending the request again returns the same request; a rejected or expired request never reopens.
Only requested orders can be decided. Every Blocked order appears in the Refuel Unblock Queue. An order the driver has not sent yet shows Awaiting driver request and cannot be decided; only a pending request can be approved or rejected.
First decision wins. When two supervisors decide at the same time, the first one counts and the other is told Already decided by ….
Approved quantity. Must be greater than zero and no more than the vehicle's fuel capacity; a vehicle with unknown capacity cannot be approved. The approval does not re-check the refuel limit.
Reject reason. Required, up to 500 characters; the driver sees it.
Time limit. A Blocked order is cancelled 24 hours after it was created when nobody has decided, and a pending request expires with it; the check runs every 15 minutes. Until then it stays Blocked: nothing is approved or rejected automatically. Once the 24 hours have passed, a pending request shows as Escalation expired and can no longer be decided, even before the order is cancelled.
No reduce-and-retry on the same order. For an over-limit or tank-full block, the driver can choose to reduce the quantity, which cancels the blocked order and starts a new one; a rejected or expired request also needs a new order.

What happens on approval#

Before resuming, the platform checks again that the vehicle and driver are active and the driver may still use that vehicle at that merchant; for Petrolimex it also re-checks B2B-Direct settlement and the vehicle's QR. Any failure stops the approval. Then, per flow:

Flow	Resumes as
Standard	Back to Draft at the approved quantity. If the company requires supervisor confirmation of refuels, it then goes to Pending Tenant Confirmation as usual
Petrolimex	Awaiting Invoice at the approved quantity, with the provisional amount owed recalculated and recorded; the company's B2B-Direct credit has to cover the approved amount
PVoil	A wallet hold is placed for the approved quantity and the order continues to the scan; if the wallet cannot cover it, the approval fails

The flows themselves are on Refuelling at PVoil stations and Refuelling at Petrolimex stations (static QR); all statuses are on Refuel order statuses.

Notifications#

When	Who
The driver sends a request	Everyone in the company who can approve blocked refuels	Links to the decision page
Approved, rejected, or a pending request ran out of time	The driver	Push notification that opens the order; none when the driver cancels

While waiting, the app shows Waiting for supervisor — you'll see the result here and checks for the outcome by itself. The app has no button to call the supervisor; after a while it only suggests it in text.

Permissions#

Action	Tenant Owner	Tenant Admin	Tenant Supervisor	Driver
Send a blocked order for approval	—	—	—	Yes, own order
See the unblock queue, approve, reject	Yes	Yes	Yes	—

Deciding needs the permission to unblock refuel orders. Approvers see only the blocked orders they can see in the refuel order list.