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For orders from your own channels, Atlas Smart Logistics books the driver through a delivery provider (Lalamove, PandaGo, MilkRun, or Gogox) and our team monitors these orders. This page explains the driver statuses, what you’re responsible for, and what to do when there’s a problem. For aggregator orders (GrabFood, foodpanda, Deliveroo), the platform dispatches and controls the driver. Atlas can’t book, reassign, or cancel those. Use the aggregator’s own merchant app or support.

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Driver statuses

Open an order from the Orders page to see its delivery status.
  • Assigning: Atlas is finding a driver. No driver is matched yet.
  • Assigned: a driver is booked. You can see the driver’s contact details and track them on the map.
Drivers usually accept an order 5 to 15 minutes before the collection time, so it’s normal not to see a driver straight away.

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Hand the right order to the right driver

You are responsible for handing each driver the correct order. Mixing up orders between drivers is a common delivery problem. When a driver arrives, check the order against the driver and order details before you hand it over. A wrong handover sends the wrong food to the wrong customer, and it can’t be undone once the driver leaves.

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Book a new driver

1

Open booking

Tap Book a new driver in the top-right corner.
2

Select the order

Choose the order you want a driver for.
3

Choose the vehicle and book

Select the vehicle type, then book.
By default, Atlas auto-books a vehicle by order value:
  • $175 and under: motorbike
  • $175 to $500: car
  • Over $500: van
These are the default thresholds. You can change them in your Brand settings.

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Cancel a delivery

You can only cancel a delivery while it’s Assigning (no driver yet). Once it’s Assigned, you can’t cancel it yourself. Reach out to the Atlas support team in your shared WhatsApp group and we’ll assist.
1

Find the order

Go to Today’s orders and search for or find the order.
2

Cancel

Tap Cancel on the order.

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When matching takes longer

On rainy days or at peak hours, matching can take longer. Our team books several drivers at once to speed up matching when this happens, which can add a priority fee to the order.

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Problems with a driver

If a driver won’t accept or collect the order, or behaves badly, reach out to the Atlas support team in your shared WhatsApp group and we’ll handle a reassignment.

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Diner updates

  • Diners automatically get an SMS with a live tracking link, so they can see where the driver is.
  • If there’s a delay, our support team gets in touch with the diner directly.

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Refunds

Delivery refunds and cancellation fees follow the Atlas Smart Logistics refund policy. To return payment for the food itself, see Process refunds on Atlas.

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Next steps