Order Status Workflow¶

Move an order from New to Completed with the status buttons, and undo, delete, transfer or view the history of an order from its actions menu.

Overview¶

Every order moves through four statuses, one step at a time:

New App. Taken Dispatched Completed

Each order row on the Orders list and the Dispatch board has a coloured status button that opens the modal for the next step: Make App., Dispatch or Complete.
Dispatch and Complete send a notification email to the customer. Make App. does not.
Picking a driver does not change the status. Only the status buttons do.
The caret next to the status button opens the actions menu, with Reset Order to New, Go Back 1 Step, Delete Order, Transfer to Office and View History (depending on your role and settings).
Once an order is Completed or invoiced, its terminal fee and fuel surcharge are no longer recalculated automatically.

Quick Start¶

Go to Orders (or Dispatch) and find the order.
Click the gold Make App. button, enter the Client Appointment Date and Client Appointment Time, and click Submit Appointment.
Click the green Dispatch button, review the panels, and click Dispatch Order. The customer gets an email.
When the work is done, click the dark Complete button, upload the signed POD if you have it, and click Complete Order. The customer gets an email.
Made a mistake? Open the caret menu and use Go Back 1 Step or Reset Order to New.

Access & Permissions¶

Role	Status buttons	Reset / Go Back	Delete Order	Transfer to Office	View History
Admin	All	Yes	Yes	Yes (multi-office)	Yes (if order history is turned on)
Manager	All, for orders in their offices	Yes	Yes	Yes (multi-office)	Yes (if order history is turned on)
Dispatch	All, for orders in their offices	Yes	Yes	Yes (multi-office)	Only with Can manage rates?
Accountant	Depends on your installation (see below)	Depends on your installation	Depends on your installation	Depends on your installation (multi-office)	Depends on your installation
Customer	No — sees the grey Actions button	No	No	No	No

Accountants

Accountants see the Complete button on Dispatched orders in their offices. Whether they can actually use it, and whether they can make appointments, dispatch, reset, step back, delete, transfer orders and view their history, depends on whether order management is turned on for accountants in your UTX Freight installation. Contact UTX support if you are unsure.

The grey Actions button

If you do not have permission for the next step (or the order is already Completed), the status button is replaced by a grey Actions button. It does nothing by itself. Use the caret next to it to open the actions menu.

Where to find it:

Orders — status button and caret menu in the actions column of each row
Dispatch — same button and menu on each order line

Statuses and Colours¶

Status labels¶

Each order row shows a status label with an icon. Hover over it to see its name.

Status	Label hover text	Icon	Label colour	Filter tab on Orders
New	New Order	star	Red	New
App. Taken	Appointment Made	clock	Orange / yellow	App. Made
Dispatched	Order Dispatched	road	Green	Dispatched
Completed	Order Completed	check	Grey	Completed

App. Taken vs. App. Made

It is the same status. Most screens, including the Go Back 1 Step toast, call it App. Taken. The filter tab and the counter at the top of the Orders list call it App. Made, the status filter icon on the Dispatch board shows App Made when you hover over it, and the label hover text says Appointment Made.

Status buttons¶

The button on each row always shows the next step, and its colour tells you which step that is.

Current status	Button	Button colour	Opens
New	Make App.	Gold	Appointment modal
App. Taken	Dispatch	Green	Dispatch modal
Dispatched	Complete	Dark (black)	Complete modal
Completed	Actions	Grey	Nothing (use the caret menu)

Step 1 — Make App.¶

Records the client appointment and moves the order from New to App. Taken.

Click the gold Make App. button on the order.
The modal title shows Order + the order number and description (and the office name in multi-office setups).

In the Appointment Information panel, fill in:

Field	Required	Notes
Client Appointment Date	Yes	Pre-filled with the order's delivery/pickup date if no appointment exists yet. The Delivery Date is automatically updated to match this date.
Client Appointment Time	Yes	Time picker (24-hour, HH:MM).
Special Note	No	Comment which appears under the status for each order and on the driver's phone.

Click Submit Appointment.

The toast Appointment Made! confirms the change. If a value is invalid, you see Appointment not made! — "The appointment failed - you submitted invalid information."

No email to the customer

The modal says it plainly: Making appointment DOES NOT send a notification email to the customer. If the customer needs to know the appointment, contact them separately.

Step 2 — Dispatch¶

Moves the order from App. Taken to Dispatched.

Click the green Dispatch button on the order.
The modal title shows Dispatch Order + the order number, description and container number.

Review or update the panels:

Panel	Who sees it	What's in it
Container Information (Delivery Information for Dry Van orders)	Everyone who can dispatch	Delivery date (Pickup date for Export and Transfer orders), seal number and Special Note; RV number and customs release for Import orders; for Dry Van orders, pickup date, delivery date, Special Note and broker (no seal number)
Order Income	Everyone who can dispatch	Base rate and charges (see Order Charges & Expenses)
Order Expenses	Admins, managers, and dispatchers with Can manage rates?	Expenses for the order, with (+) Add another
Order Legs	Admins, managers and dispatchers	Legs of the move, with (+) Add another (Transfer orders show their legs read-only) — see Order Legs & Move Locations

Click Dispatch Order.

The toast Order Dispatched! confirms the change. If a value is invalid, you see Dispatching failed! — "The dispatching failed - you submitted invalid information."

Email sent on dispatch

The modal warns: When you dispatch this order, a notification email will automatically be send to the customer. The email subject is Order #<order number> is now dispatched, and it goes to the customer contact on the order — only if that person has Email Notifications turned on in their profile (see People & Invitations). If sending fails, the toast includes Sending email failed!

Picking a driver doesn't dispatch

Assigning a driver (for example by clicking the driver name on the Dispatch board) only saves the driver. The order stays at its current status until someone clicks Dispatch and Dispatch Order.

Step 3 — Complete¶

Moves the order from Dispatched to Completed.

Click the dark Complete button on the order.
The modal title shows Complete Order + the order number, description and container number.

Review or update the panels:

Panel	Who sees it	What's in it
Container Information	Everyone who can complete	Dates (ETA, pickup, delivery, storage, demurrage, grounded, waybill), container size, steamship line, seal number, Time In / Time Out, Cargo Weight, Packages, Hazmat, Damaged, Off-Hire, Scale, pickup/delivery notes and Special Note (fields vary by order type)
Order Income	Everyone who can complete	Base rate and charges
Order Expenses	Admins, managers, and dispatchers with Can manage rates?	Expenses, with (+) Add another
Order Legs	Admins, managers and dispatchers	Legs, with (+) Add another (read-only for Transfer orders)
Order Documents	Everyone who can complete	Signed POD file in .pdf format upload

Click Complete Order.

The toast Order Completed! confirms the change. If a value is invalid, you see Completing order failed! — "Completing the order failed - you submitted invalid information."

Uploading the signed POD¶

In the Order Documents panel, choose a PDF in Signed POD file in .pdf format.

If a signed POD is already attached, the hint reads Uploading a new file will replace the existing PDF: <file name>, and a Check to remove the existing PDF box lets you remove it.
Once a signed POD is attached, a PDF icon appears in the order row on the Orders list so you can open it.

See Order Documents & POD for other document types.

Email sent on completion

The modal warns: When you complete this order, a notification email will automatically be send to the customer. The subject is Order Completed for order #<order number>, sent to the customer contact on the order only if they have Email Notifications turned on.

When Automatic Charges Stop Recalculating¶

When you save an order with Edit Order or through the Make App., Dispatch and Complete modals, UTX Freight recalculates the automatic charges and the order total:

Terminal fee (Import and Export orders) — from the terminal's default rate or the customer's special terminal rate
Fuel surcharge (Import, Export and Transfer orders, when the fuel surcharge add-on is on and Auto compute fuel surcharges for this order is enabled) — see Fuel Surcharge

Completed and invoiced orders are frozen

Once an order is Completed or attached to an invoice, its terminal fee and fuel surcharge are no longer recalculated. This includes the save that completes the order: the charges keep the values they had while the order was Dispatched. Fix terminal or fuel charges before you complete, or adjust them manually afterwards. To have them recalculated again, use Go Back 1 Step or Reset Order to New (and remove the order from its invoice first if it is invoiced), then save the order. Going back or resetting does not recalculate the charges by itself.

Undoing a Status Change¶

Both actions are in the caret menu and appear only when the order is not already New. They are available to admins, managers and dispatchers in the order's office (and to accountants when order management is turned on for them). Neither action recalculates charges or sends an email.

Go Back 1 Step¶

Moves the order back one status: Completed → Dispatched → App. Taken → New.

Open the caret menu and click Go Back 1 Step.
Confirm in the dialog Are you sure you want to Go Back One Step for the status of this order? by clicking GO BACK ONE STEP.

Toast: Order status changed! — "The orders status was moved to '<new status>'".

When stepping back from App. Taken to New, the appointment date, appointment time and delivery date are cleared.

Orders list only

Go Back 1 Step is in the actions menu on the Orders list. The Dispatch board menu has Reset Order to New but not Go Back 1 Step.

Reset Order to New¶

Sends the order straight back to New from any status.

Open the caret menu and click Reset Order to New.
Confirm in the dialog Are you sure you want to Reset the status of this order, it will be set back to NEW? by clicking RESET THE STATUS.

Toast: Order Reset! — "The orders status was reset to 'new'".

Reset clears dates

Reset Order to New clears the appointment date, appointment time and delivery date. You'll need to make the appointment again.

"Order not updated!"¶

If the order cannot be saved (for example, it fails a validation such as a blank container number, or a missing terminal on an Import or Export order), the status does not change and you see a red toast Order not updated! with the reason: "The order was not saved: <errors>." (or "The order could not be saved. Please try again or contact the administrator." when no reason is available). Fix the order with Edit Order and try again.

Delete Order¶

Available in the Orders list caret menu to users who can fully manage the order (admins, managers, dispatchers; accountants only when order management is on for them). It is not on the Dispatch board menu.

Open the caret menu and click Delete Order.
Confirm in the dialog Are you sure you want to delete this order? by clicking DELETE THIS ORDER.

You return to the page you came from with the message Order #<order number> was deleted.

Deleting is permanent

Deleting an order also deletes its legs, charges, expenses, documents (including PODs) and container tracking alerts. This cannot be undone.

Invoiced orders cannot be deleted

If the order is on an invoice, Delete Order is greyed out. Clicking it shows INVOICED ORDER — "This order is invoiced and cannot be deleted. Remove it from the invoice first." See Invoices.

Transfer to Office¶

Only when multi-office is enabled (see Multi-Office), for admins, managers and dispatchers (and accountants when order management is turned on for them) who belong to at least one office other than the one they are working in. It is on both the Orders list and the Dispatch board menus.

Open the caret menu and click Transfer to Office.
The dialog Transfer Order #<order number> asks you to Select the target office for this order, and notes: The order and all its charges will move to the selected office. This action is recorded in the audit trail.
Pick the office and click Transfer Order (or Cancel).

The row disappears from the current office's list and a toast confirms Order #<order number> transferred to <office>. In the target office, the order shows a blue Transferred badge under its status; hover over it to see which office it came from.

Transfer (Invoiced) — greyed out when the order is on an invoice (hover text: Cannot transfer an invoiced order).
The status does not change when you transfer an order.
You can only transfer to offices you belong to.

View History¶

Opens the Order History modal with the list of changes made to the order.

The menu item only appears when order history is turned on for your account. Ask UTX support if you want it turned on.
Admins and managers see it. Dispatchers see it only if Can manage rates? is checked in their profile. Accountants see it only when order management is turned on for them.

Summary — Toasts and Emails¶

Action	Success toast	Failure toast	Customer email
Submit Appointment	Appointment Made!	Appointment not made!	None
Dispatch Order	Order Dispatched!	Dispatching failed!	Order #X is now dispatched (if Email Notifications on)
Complete Order	Order Completed!	Completing order failed!	Order Completed for order #X (if Email Notifications on)
Go Back 1 Step	Order status changed!	Order not updated!	None
Reset Order to New	Order Reset!	Order not updated!	None
Delete Order	Order #X was deleted.	—	None
Transfer Order	Order #X transferred to <office>.	An error message explaining why	None

See Notifications & Emails for all emails UTX Freight sends.

FAQ / Troubleshooting¶

I only see a grey Actions button¶

Solution

Either the order is already Completed, or your role does not allow the next step. Customers always see Actions. Accountants see Complete on dispatched orders, but whether they can use it, Make App. or Dispatch depends on your installation. Ask an admin or manager to move the order.

I assigned a driver but the order is still App. Made¶

Solution

Assigning a driver never changes the status. Click the green Dispatch button and then Dispatch Order.

The customer didn't receive the dispatch or completion email¶

Solution

The email only goes to the customer contact on the order, and only if their Email Notifications setting is on. Check the contact under the customer's people list. Remember that Make App. never sends an email.

The fuel surcharge or terminal fee is wrong on a completed order¶

Solution

Automatic charges are frozen once the order is Completed or invoiced. Correct the charge manually, or use Go Back 1 Step to return the order to Dispatched, save it so the charges recalculate, and complete it again. Invoiced orders must be removed from the invoice first.

Delete Order is greyed out¶

Solution

The order is on an invoice. Remove it from the invoice first, then delete it.

"Order not updated!" when resetting or going back¶

Solution

The order has invalid data (for example a blank container number, or a missing terminal on an Import or Export order). Open Edit Order, fix the field named in the message, then try again.

I can't find View History¶

Solution

Order history must be turned on for your account (ask UTX support), and dispatchers also need Can manage rates? checked in their profile.

Best Practices

Check the terminal fee and fuel surcharge before clicking Complete Order, since they stop recalculating afterwards.
Upload the signed POD in the Complete modal so it's ready when you invoice.
Prefer Go Back 1 Step over Reset Order to New when you only need to undo the last step — reset clears the appointment and delivery dates.
Make sure the customer contact has Email Notifications turned on if they expect dispatch and completion emails.