Order and dispatch error messages
What the red messages mean when you save an order, work a stop, change a status or run a route, and how to fix each one.
7 min readLast updated
On this page
Messages are shown in a toast or under the field they belong to. This page groups the ones you meet on orders, stops and routes by what you were doing. For symptoms without a message (a greyed-out button, a missing order) see Orders and routes troubleshooting.
Saving or editing an order
| What you see | Why | Fix |
|---|---|---|
| "Order … can't be edited while status." | Edit order only works on Draft, Awaiting approval and Pending orders. | After dispatch use the safe edits on the order page (instructions, contacts, windows, notes) or the actions menu. |
| "Order … is status: use Edit order" / "…: its details are closed" | The quick edit for dispatched orders was used on a Draft, Awaiting approval or Pending order ("use Edit order"), or on one whose details are closed (delivered, cancelled, returned…). | Use Edit order when offered; a closed order cannot be edited. |
| "Packages can only change while the order is a draft" | Packages are locked once the order is submitted. | Cancel and rebook, or ask the customer. |
| "This record was changed by someone else. Reload to see the latest version." | Someone saved the same order after you opened it. | Reload the page, re-apply your change. |
| "The total can't be negative" | Price changes, discounts or an override took the total below zero. | Reduce the discount or enter the right total in Adjust price. |
| "… doesn't serve this pickup → delivery lane. Choose another service, or enter the price by hand." | The price set refuses lanes outside its zone table. | Pick another service, or Set the total by hand (optional) with a reason. |
| "This order waits for a quote: set its price with Adjust price, then release the hold." | The lane was out of area and the order is On hold for a quote. | Adjust price, then release the hold. |
| "This customer is billed in CAD; the order's price is fixed in …" | A price fixed in another currency conflicts with the customer's billing currency. | Clear the price override first. |
| "Your account is on hold, so new orders are paused." | Customer-side message when the customer is on hold. | Finance or an admin reactivates the customer. |
Extra stops
| What you see | Why | Fix |
|---|---|---|
| "At most 25 extra stops" | Limit per job. | Split the work into two orders. |
| "Pick the stop's address" | A pickup or drop stop has no address. | Choose one in Address. |
| "The return comes after every other stop" | The return card is not last. | Move it to the end (it always sorts last). |
| "Pick one of the customer's active addresses that fits this stop" | The address belongs to another customer, is inactive, is delivery-only for a pickup stop or pickup-only for a drop. | Change the address's Used for on the customer, or pick another. |
| "Stop address … has no map location yet. Edit it in Addresses and pick it from the address suggestions before pricing by distance." | The address has no map point and your price uses distance. | Fix the address (Use the address book). |
| "This stop was already visited: its address can't change" / "Stop ST-n (…) was already visited and can't be removed" | A stop with progress is history. | Leave it; add a new stop instead. |
| "This order is on R-…: take it off the route before changing its stops." | The order is on a depot route. | Remove it from the route, then edit. |
| "The job is closed: its stops can't change any more." | Delivered, completed, returned or cancelled. | Book a new order. |
| "… is a multi-stop job (n stops) — assign it to a driver instead of a route" | Jobs with extra stops cannot join a depot route. | Assign a driver on the order. |
Working a stop or the final drop
| What you see | Why | Fix |
|---|---|---|
| "A stop before the delivery is still open (…). Complete, fail or skip it first." | The driver or office tried to drop the goods while extra stops are open. | Close those stops in the Stops card. |
| "The return to … is still open. Complete or skip it first." | You tried to complete an order whose return is open. | Close the return. |
| "This stop is worked after the pickup and before the delivery." | The stop was acted on before pickup (only Skip is allowed then). | Pick the goods up first. |
| "The return comes after the delivery." | A return stop was acted on too early. | Deliver first. |
| "Finish the stops before this one first." | A driver tried to work a stop out of order. | Close the earlier stops (the office can work any open stop). |
| "Only the office can skip a stop." / "Only the office can reopen a stop." | Drivers cannot skip or reopen. | Ask dispatch to do it. |
| "This stop is already done / failed / skipped." | The stop is closed. | Reopen it if it must be redone. |
| "The driver is at the final drop: this stop can't be reopened now." / "The job is delivered: its stops can't be reopened." | Reopening is only possible while the job is in progress. | Leave it. |
| "Pick why this stop failed." | A failed stop needs a reason. | Enter Why it failed. |
| "Add a photo for …" | The chosen failure reason requires a photo (from the driver app). | Take the photo in the app. |
Proof and location
| What you see | Why | Fix |
|---|---|---|
| "A signature is required to complete." / "A photo is required to complete." / "Enter the name of the person who received it." | The proof rules for that leg ask for it. | Capture it in the app, or an admin completes without proof with a reason. See Proof and delivery rules. |
| "This order can't be left at the location — it must be handed over." | Safe drop is off for the order. | Hand it to a person. |
| "That PIN doesn't match this order." / "Ask the recipient for their delivery PIN." | A delivery PIN is required. | Ask the recipient for the PIN they were given. |
| "The recipient must be N or older — do not hand it over." | Age rule. | Do not deliver; report a failed delivery. |
| "Only an admin or operations manager can complete without proof." | You lack the delete permission. | Ask one of them. |
| "You're 180 m from the delivery stop — get within 100 m." | GPS rule set to block. | Move closer. A warn-mode rule asks you to say why instead. |
| "Scanned … but this is …" / "Scan or enter the package barcode to continue." | Wrong or missing barcode at pickup or delivery. | Scan the label of the right order. |
| "Assign the driver who collected the cash first." | Cash on delivery needs a collector. | Assign a driver on the order, then complete. |
Assigning, retrying and routes
| What you see | Why | Fix |
|---|---|---|
| "A driver can only be unassigned before the pickup." | The goods are collected. | Transfer or fail the order. |
| "Driver name is status — pick an active driver." (for example "is pending approval") | Only active drivers take orders. | Approve the driver or choose another. |
| "… already failed 3 of 3 attempts. Cancel it or return it to the sender." | Retries are used up. | See Handle a failed delivery. |
| "… has no pickup address or depot with a map location to return to. …" | Return to sender has nowhere to go. | Set the pickup address or depot location, then try again. |
| "Route … is planned for day — it can only be dispatched on its service day." (or "load it on its service day") | Routes run on their date. | Change the date with Edit or wait. |
| "Stop 2 (…) is next — complete it before stop 4." | Route stops are worked in order. | Close the earlier stop. |
| "n stops are still pending on R-…" | Complete route needs every stop closed. | Close them or use End route…. |
| "V-… is already on R-… (ready) on day." / "… is still on R-…. Complete it first." | One active route per vehicle per day. | Use another vehicle or finish the other route. |
| "The load is heavier than the vehicle can carry." / "The load doesn't fit in the vehicle." | Capacity check on the route. | Remove stops or pick a bigger vehicle. |
| "A route holds at most 50 stops (fleet settings)" | The route limit. | Split the route or raise Max stops per route (Fleet settings). |
| "The load can't be confirmed yet." | Items still need scanning, or the signature or photo the depot rules ask for. | Scan the missing packages; the message lists them. |
| "Some orders on R-… can't be delivered with it any more." | An order was cancelled, held or taken by another driver. | Remove it from the route. |
| "Route … can't be edited any more." | The route is completed or cancelled. | Plan a new one. |
| "A route on the road can only re-order its pending stops" | You added or removed stops on a running route. | Re-order only, or use Reassign next stops on the Live map. |
Related articles
- ConceptMulti-stop jobs explainedHow a job with extra pickups, drops and a return works from booking to completion: stop types, the order they are worked in, price, distance, proof, failures and who sees what.
- How-toWork the stops of a jobFollow a multi-stop job on the order page, and complete, fail, skip or reopen a stop from the office when the driver cannot.
- ConceptOrder statuses and lifecycleEvery order status, how an order moves from one to the next, who or what moves it, and what each status means for the price and the invoice.
- How-toDispatch and run a routeMove a route from draft to ready, dispatch it, print the run sheet, change the driver, record stops and close or cancel the route.
- How-toHandle a failed deliveryDecide what happens after a failed pickup or delivery: schedule a new attempt and tell the recipient, return the package to the sender, or put the order on hold.
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