This delivery management glossary is designed to help you quickly understand the most important terms, from core operations to customer experience and technical integrations. Whether you’re improving your delivery workflow, training a team, or evaluating new software, these definitions offer the clarity you need to make informed decisions.
A recorded effort to deliver a package, whether successful or not. Monitoring delivery attempts provides insights into delivery challenges, informs operational decisions, and improves communication with customers about progress.
An event that prevents a delivery from being completed as planned, such as an incorrect address, traffic delays, or vehicle issues. Managing exceptions promptly helps maintain delivery schedules and ensures customers remain informed.
The scheduled time range during which a delivery is expected to arrive. Clearly defined windows help businesses plan routes, improve driver efficiency, and manage customer expectations effectively.
Digital confirmation of a completed delivery, captured via a mobile app. ePOD can include signatures, photos, timestamps, and GPS coordinates, replacing paper-based records. It streamlines workflow, reduces errors, and speeds up billing and reporting.
The predicted time a delivery will reach its destination. Accurate ETAs help customers plan for receipt, allow proactive updates, and improve trust in delivery performance.
When a delivery attempt is unsuccessful, usually due to the recipient being unavailable or access issues. Tracking failed deliveries allows businesses to schedule retries efficiently, minimise costs, and maintain high customer satisfaction.
The initial transportation of goods from suppliers or manufacturers to a warehouse or distribution hub. Efficient first-mile delivery ensures timely supply, reduces bottlenecks, and sets the foundation for smooth middle- and last-mile operations.
The final stage of a delivery journey, moving goods from a local hub to the customer’s doorstep. This stage is often the most complex and costly, but optimising last-mile delivery improves speed, lowers costs, and enhances the customer experience.
The movement of goods between warehouses, distribution centres, or regional hubs. Streamlined middle-mile operations minimise transit time, reduce delays, and help maintain inventory levels for timely last-mile fulfilment.
A delivery service that guarantees arrival by the day after dispatch. It strikes a balance between speed and cost efficiency, enabling businesses to meet customer expectations without overextending their resources.
Confirmation that a delivery has been completed, typically documented via paper or digital records. POD provides evidence that goods reached the intended recipient and supports invoicing or dispute resolution. Accurate POD is critical for operational transparency, reduces errors, and helps build trust between the business and its customers.
A service that ensures goods are delivered on the same day they are dispatched. This fast option boosts customer satisfaction, provides a competitive advantage, and requires efficient route planning and operational coordination.
A pre-arranged delivery set for a specific date and time. Scheduled deliveries increase convenience for customers, allow better route planning, and improve operational predictability.
The concentration of deliveries within a geographic area. Higher density allows more efficient routes, reduces per-drop costs, and improves delivery speed.
the process of assigning and sending out deliveries to drivers or vehicles. Dispatch involves allocating jobs based on factors like location, capacity, and priority. Efficient dispatch reduces delays, balances driver workloads, and ensures deliveries reach customers on time.
Person or system responsible for assigning deliveries and managing schedules. Dispatchers ensure smooth operations, coordinate problem resolution, and optimise delivery resources.
Mobile software that enables drivers to access jobs, capture proof of delivery, and update statuses instantly. Driver apps reduce paperwork, improve communication, and increase overall operational efficiency.
Allocating deliveries to specific drivers based on availability, location, and capacity. Smart assignments balance workloads, improve efficiency, and reduce delays.
Monitoring drivers’ locations and delivery activities in real time. Driver tracking improves accountability, enhances route management, and helps quickly address delays or exceptions.
Oversight of vehicles and drivers used for deliveries, including maintenance, scheduling, and compliance. Effective fleet management improves efficiency, reduces operational costs, and ensures vehicles are safe and reliable.
Technology that determines the location of vehicles or assets using satellites. GPS tracking supports accurate delivery updates, route optimisation, and operational efficiency across the fleet.
Continuous monitoring of deliveries using GPS-enabled devices or mobile apps. It provides live updates for businesses and customers, enhances transparency, and allows proactive management of delays.
Software-assisted planning to identify the most efficient delivery sequence. Optimised routes save time, reduce fuel costs, and help ensure timely delivery to multiple stops.
Organising delivery sequences and stops to maximise efficiency and meet delivery windows. Good route planning reduces travel time, improves driver productivity, and lowers operational costs.
Maximum weight or volume a delivery vehicle can carry safely. Knowing capacity helps prevent overloading, ensures regulatory compliance, and improves route planning efficiency.
A custom tracking page that uses a business’s own colours, logo, and messaging. Branded tracking strengthens brand identity, builds trust, and creates a professional end-to-end delivery experience. It also gives businesses more control over the customer journey and post-delivery engagement.
The overall impression a customer forms from updates to doorstep handoff. A positive experience builds trust, reduces complaints, and encourages repeat purchases. Improving this area often leads to higher satisfaction and stronger brand loyalty.
Comments or input from customers about their delivery experience. Feedback helps businesses quickly spot issues, improve service quality, and recognise strong driver performance. Consistently collecting feedback supports long-term operational improvement and customer satisfaction.
Messages sent to customers to update them about the progress of their delivery. These alerts reduce uncertainty, lower support queries, and keep customers informed throughout the entire process. They help build trust and ensure recipients are prepared to receive their orders.
A score given by customers to evaluate delivery quality. Ratings provide a simple, fast way to gauge service performance and identify trends. They help businesses reward top-performing drivers, address service gaps, and maintain a consistently high delivery experience.
A URL that lets customers follow their delivery in real time. Tracking links improve transparency, reduce “Where is my order?” calls, and help customers plan around their delivery window. They’re essential for building confidence and improving the post-purchase experience.
A programming interface that lets different systems exchange delivery-related data. APIs automate job creation, status updates, and tracking, reducing manual work and errors. They enable seamless integrations with eCommerce, accounting, and ERP tools. See Detrack’s API and integration options.
Connecting delivery software to an enterprise resource planning system. This ensures order, inventory, and financial data flows smoothly between platforms. ERP integrations reduce duplication, improve accuracy, and keep operations aligned across departments.
Software that manages the entire order lifecycle, from purchase to fulfilment. Integrating an OMS with delivery tools ensures accurate dispatching and reduces errors. It improves visibility and keeps orders moving efficiently through the workflow.
Linking delivery management software with shipping carriers or platforms. It automates label creation, shipment updates, and status synchronisation, reducing manual steps. Shipping integrations streamline fulfilment and ensure customers receive timely, accurate tracking information.
Software that controls inventory, picking, storage, and warehouse operations. When connected to delivery software, a WMS ensures smoother handoff to dispatch teams. It reduces delays, keeps stock levels accurate, and supports on-time fulfilment.
A real-time notification system that pushes updates from one platform to another when specific events occur. Webhooks enable instant delivery alerts, synchronised status updates, and faster operational response. They help businesses automate key workflows without constant manual checking.
The average cost of completing a single delivery. This metric enables businesses to assess their operational efficiency and profitability. Understanding cost per drop enables better route planning, resource allocation, and pricing strategies.
The percentage of deliveries completed without issues or exceptions. A high success rate shows strong operational performance and reliability. Tracking this metric helps businesses identify problem patterns and refine processes that impact customer trust.
The proportion of a driver’s working hours spent actively completing deliveries. High utilisation indicates efficient routes and good planning. Tracking it helps reduce downtime, boost productivity, and maximise workforce return.
The percentage of orders that arrive within the promised delivery window. It’s one of the most critical customer-facing metrics. Monitoring this helps identify bottlenecks, improve planning, and ensure service commitments are met.
The percentage of completed jobs with valid POD or ePOD captured. High compliance ensures proper records, reduces disputes, and strengthens accountability. Monitoring this metric is essential for accurate reporting and improving delivery reliability.
A formal commitment defining expected service standards, usually around delivery times or success rates. SLAs guide operational performance and set clear expectations for customers. Meeting or exceeding SLAs improves trust and supports long-term business relationships.
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