What happens after a delivery fails
Six rows that govern every failed delivery: whether it is tried again, after how long, how many times, and whether the merchant is charged for the attempt. Until now the only way to change any of it was a database prompt on the live box.
| When a delivery fails because… | What happens | Wait | Attempts | Merchant billed | Last changed | |
|---|---|---|---|---|---|---|
| Loading… | ||||||
A reason with no row here is not chargeable and never becomes one: db/145 makes the billing views INNER JOIN this table, so an unknown reason is simply not a candidate. Undecided is never resolved in Osoro’s favour.
The code the customer says back at the door
A four-digit code goes to the customer in the on the way message, and the merchant can read it on their portal. The rider is never given it. When the customer says it back and it matches, the delivery carries a verified OTP proof; when it does not, the delivery goes through on photo and position and shows as missing OTP on Proof, which is a thing to ask about. Five wrong attempts lock the code.
Changes the drops booked from now on. A code already in a customer's hands stays required; a drop that never had one is not given a number nobody was told. Templates' own cash-collection steps require the code regardless of this setting.
What we say, and in which language
Four messages reach a customer: on the way, next stop, arrived, delivered. Everything else in this system goes to a merchant, who chose to work with us in English. These four go to somebody who did not choose anything — they are receiving a parcel — and a message they do not act on becomes a phone call to your desk.
The Twi and Ga below were drafted by a machine and no speaker has read them. Nothing here can reach a customer until somebody who speaks the language has gone through every line and put their name to it. That is about an hour of one person's time, and at the end of it you can write to most of Accra in the language they answer in.
| Language | Checked | Carried by |
|---|
The words
| Message | Language | What it says | Where it came from |
|---|
The pieces in braces are filled in when the message is sent:
{destination} is the address, {link} the tracking
link, {merchant} the shop's clause, {rider} the
rider, {code} the delivery-code sentence, {wait}
how long the rider waits, {ref} the reference. Move them
wherever the sentence needs them — that is why they have names rather than
numbers — but do not invent new ones, and do not drop
{link}.
Changes to
Every change to this rule, newest first, with the reason somebody gave at the time. This is what a dispute about a failure charge is answered with.
| When | What changed | Why |
|---|