Fleet Agent Support

How do I start my delivery shift?

Open the Fleet Agent app and log in with your driver credentials. Your assigned orders will appear on the main screen. Tap "Accept Order" to begin, then tap "Start Delivery" once you're ready to depart.

Why is the app asking for location permissions?

Fleet Agent requires location access to:

• Provide accurate ETAs to customers
• Verify proof of delivery at the correct address
• Help dispatchers optimize routes
• Track delivery progress for safety and compliance

You can choose "Allow While Using App" or "Always Allow" in your phone's settings. Background location tracking helps maintain accurate ETAs even when you switch to navigation apps.

How do I complete a delivery?

When you arrive at the delivery location:

• Tap "Arrived" to notify the customer
• If OTP verification is required, request the code from the customer
• Take a photo for proof of delivery (if required)
• Get the customer's signature on your phone screen
• Confirm delivered items and quantities
• Tap "Complete Order"

What if the customer isn't available?

If you cannot complete a delivery, tap the order, then select "Mark as Failed." Choose the appropriate reason (customer unavailable, incorrect address, refused delivery, etc.) and provide any additional notes. Your dispatcher will be notified immediately.

How do I handle cash payments?

For cash-on-delivery orders:

• Collect the payment amount shown in the app
• Complete the delivery as normal
• Your cash balance will be tracked in the Wallet section
• Submit cash payments to your organization according to their policy
• Use the Wallet tab to view your current cash balance and transaction history

How does MPesa payment work?

For MPesa orders, you can initiate an STK push from within the app. The customer will receive a payment prompt on their phone. Once they complete the payment, the order can be marked as delivered. You can verify payment status in the order details.

Can I see my delivery history and statistics?

Yes. Go to the "Stats" tab to view:

• Total deliveries completed
• Orders in progress
• Failed deliveries
• Your average rating
• Custom date range statistics

What if I need to update item quantities?

If items are damaged, missing, or the customer refuses some items, you can update quantities during the completion process. Select each item and adjust the "quantity received" field. The system will automatically mark partially delivered or rejected items.

The app isn't working properly. What should I do?

Try these troubleshooting steps:

• Close and reopen the app
• Check your internet connection
• Ensure location services are enabled
• Update to the latest version from the App Store
• Restart your phone

If problems persist, contact support with details about the issue, including any error messages you see.

How do I change my password?

Go to your Profile section and tap "Change Password." You'll need to verify your phone number with an OTP code before setting a new password.

What does the tracking code do?

Each order has a unique tracking code that customers can use to see your real-time location and estimated arrival time. This helps reduce "where are you?" calls and improves customer satisfaction.

Can I work for multiple organizations?

Yes. If you're registered with multiple delivery organizations, you can switch between them in the app. Your stats and orders are tracked separately for each organization.