Troubleshooting and FAQ
FAQ
Is the app in the app stores? No. Riders install it from the download link in their store's invite. It runs on Android phones, and when a newer version is out, the app's Home screen offers it (Download the update).
What does it cost? It is included in every CartWhizz plan. Switch on Delivery Riders in Settings → Modules to start.
Does the store see where I am all the time? No. The app records your location only at the moment you change a delivery's status (and when you go on or off duty), never in the background, and stops completely when you sign out.
Can customers see the rider on a map? No. The tracking page shows the delivery's progress, the rider's first name and vehicle, and the expected time.
Can I use my riders and a courier together? Yes. Dispatch nearby orders to riders and book the rest with your courier. An order already booked with a courier can't also go to a rider, and an order dispatched to riders shows the courier Own riders.
Can I deliver for two stores? Yes. Me → My stores → Join another store, then switch from the store name on Home.
Where does the customer's delivery code come from? The store sends it to the customer when you leave with the order. Signed-in customers also see it on their order page. Ask for it at the door.
Does it pay riders or work out their earnings? No. It records deliveries and the cash riders collect and hand in.
Can a marketplace seller have their own riders? Not yet. All riders deliver for the store, whatever Works as says.
Troubleshooting
| Problem | What to do |
|---|---|
| "The Delivery app is not part of your plan" | The Delivery app is included in every plan; contact CartWhizz support. |
| "Delivery riders is not enabled" | Click Turn on, or enable Delivery Riders in Settings → Modules. |
| "This invite has expired or was already used" | Invites work once, for 48 hours, and opening Invite again replaces the last one. Send a new invite, or use Sign in with phone number. |
| No code arrives when signing in by phone | Check the store name and that the store added this exact phone number. Tap Send the code again. If the store can't send codes, use an invite. |
| "Your account at this store is paused" | The rider is suspended. Reactivate them on the Riders tab. |
| A rider gets no offers | They must be On duty, active, and have zones covering the address (or no zones). Riders at their cash limit get no cash order offers. |
| "No on-duty rider covers this area" | Nobody on duty covers that address. Assign someone by hand. |
| No taker on a card | The offer ran out (3 minutes) without anyone accepting. Broadcast again or Assign. |
| "This order can't go to riders" | It is cancelled, delivered, collected at the store, already booked with another courier, or out of attempts. |
| "This order is on hold" | Another module is holding it, for example a cash on delivery order waiting for the customer's confirmation. The order page says why. |
| "This rider holds too much cash for a COD order" | Confirm a handover first, or raise their cash limit. |
| "Too many wrong codes" | The rider calls the store; staff Resend OTP (up to 3 times an hour) or Mark delivered with a reason. |
| Updates show Not sent yet | The phone is offline. Keep the app open when the signal returns; updates are sent in order. |
| Cash in hand didn't go down after a handover | It changes once staff confirm the handover. |
| "This rider still has open tasks or cash in hand" when deleting | Reassign or cancel their tasks and settle their cash first. |
| A delivery shows Needs review | It was delivered with a photo instead of the code. Open the delivery and check the photo. |