Understanding Zippy Order Statuses

This article explains the order statuses shown in the Zippy system and how Customer Experience should communicate them.

Pending Pickup

The order has been created, but a pickup has not yet been completed.

Do not tell the customer that a rider is on the way unless a pickup rider has actually been assigned and the information has been verified.

Pickup Rider Assigned

A rider has been assigned to collect the package.

Confirm the rider assignment before informing the customer. Where available, also confirm the expected pickup time.

Package Picked Up

The package has been collected from the sender.

Confirm that the pickup was successfully completed before communicating this status.

Package in Sorting Centre

The package has been received at the sorting centre and is awaiting sorting, transfer or onward delivery.

Where the customer requests an update, verify which sorting centre or hub currently holds the package.

Package Being Delivered

The package has left for delivery or is currently with the assigned Delivery Partner for delivery.

Do not communicate this status unless Operations, the Admin Portal or the assigned Delivery Partner confirms it.

Completed

The delivery has been completed.

Where a customer complaint or delay occurred, send a delivery-completion follow-up after confirming delivery.

Pending Return

The package has been marked for return, but the return has not yet been completed.

Confirm the current package location and expected routing before updating the customer or merchant.

Returned

The package has successfully been returned to the sender, merchant or approved recipient.

The Freshdesk ticket should record the return date, recipient and proof or confirmation of return.

Important distinction

The Current Order Status and Verified Package Location are different.

Example:

Current Order Status: Package Being Delivered

Verified Package Location: With Delivery Partner

Both should be recorded where relevant.