FlyBuy® uses a set of customer “states” during the pickup journey to classify the order, clearly illustrate customer arrival progress, as well as trigger change notifications and alerts. This article will define each customer state, explain what each state means, where they are displayed, and how to configure them.
Customer status for pick-up orders with specific ETA/location will update throughout their journey to the site.
Examples of the four customer states illustrated below.
Created/Pending: Initial state for an order
- The customer hasn’t taken any action at this point.
En Route: Customer ≥ 10 mins away
- The customer is on their way to pick up their order.
Nearby: Customer ≤ 10 mins away
- The customer's ETA is under the "nearby" threshold (nore on that later), wich defaults to five minutes. This time is configurable on a site level.
Arrived: Customer on site
- The customer has arrived on site and is inside the premises boundary, but they are not yet inside a designated pickup area.
Waiting: Customer in a pickup area
- The customer is waiting for their order inside a pickup area.
Completed: The order was successfully delivered
What triggers a customer state change?
Customer state changes are triggered automatically based on a customer’s location and ETA when the customer has chosen to share their location with the FlyBuy app or SDK. The app/SDK sends location updates to the FlyBuy cloud server that are used to calculate the customer’s ETA and whether or not they’re inside the site, or any of the pickup areas. Customer state changes can also be triggered manually by customers, which is especially useful in cases where the customer has chosen not to share their location. For example, the “I’m here”button on the FlyBuy app can be used by the customer to manually trigger the “waiting” customer state if their location sharing is disabled.
Where is the customer state displayed?
Customer state is displayed in the “Progress” column of the FlyBuy staff dashboard. In addition to the customer state indicator, the row color also changes based on the customer state. The order row will turn yellow when the customer enters the “arrived” customer state. Next, the row will turn green when the customer enters the “waiting” state to signify that the order should be delivered. Finally, if the customer has been “waiting” for more than two minutes the row color will change from green to red to indicate that the customer has been waiting for their order for some time and the order should be delivered ASAP (or the customer contacted to explain the reason for the delay).