Logistics overview

Logistics gets the goods to the customer. When something comes back, it also gets the goods from the customer to you. The centre of this work is the shipment: it says what travels, to whom and how. What happens next depends on how the shipment travels: on a route with your own driver, with a courier, with another carrier, or with no transport at all when the customer comes for the goods.

Where to find it: Logistics in the sidebar. You see only the items your role has permissions for.

What is in the Logistics menu

Menu item	What you do there	Described in
Shipments → Shipment list	Find a shipment, check its status, print its label, order a courier pickup, notify the customer	Shipments
Shipments → New shipment	Create a shipment that has no order	Shipments
Planning → Routes	See every route, open its preview, approve it, print its documents	Route planning
Planning → New route	Build a route in the planner: shipments, vehicle, drivers and the order of stops	Route planning
Deliveries and notifications	Decide what proof of delivery your drivers must capture and which e-mails customers get	Delivery & tracking
Fleet	Keep the list of vehicles and their capacity	Fleet
Carriers	Keep your own list of carriers that are not connected as an integration	Carriers

Some parts of the work happen outside this menu:

• A shipment for an order is usually created on the order itself, in its Shipments tab. See Fulfilment & shipments.
• Couriers are connected under Integrations. See Connectors.
• The warehouse loads the vehicles and hands parcels to couriers. See Loading and Shipment handover.
• Drivers do not work in the browser. They use the Complaia mobile app. See The driver app.

Ways to deliver

Every shipment has a delivery method. You choose it when you create the shipment.

	Own transport	A connected courier	Other carrier	Personal pickup
Who carries the goods	Your vehicle and driver	InPost, DHL, DPD or FedEx	A carrier from your carriers list	Nobody. The customer comes to your warehouse
What saving the shipment does	Creates the shipment, which then waits for a route	Sends the shipment to the courier and creates a paid label	Only creates the shipment	Only creates the shipment
What you plan	A route	The courier pickup	Nothing in Complaia	Nothing
Who moves the status	The scans made on the route	The courier	You, by hand	You, when you hand the goods over
Proof of delivery	Captured by your driver in the app	The courier's own	Only the files you attach yourself	Only the files you attach yourself
The customer can confirm the delivery date	Yes	No	No	No

A courier is available only after you connect it. See Connectors. The details of each method are on the Shipments page.

The flow, end to end

                      ┌─▶ own transport ──▶ ROUTE ──▶ LOADING ──▶ DRIVER APP ──▶ delivered
                      │                    plan &     scan the    scan, proof of
 ORDER ──▶ SHIPMENT ──┤                    approve    parcels     delivery, cash
 (or none)            │
                      ├─▶ courier ───────▶ label ──▶ pickup and handover ──▶ courier status ──▶ delivered
                      ├─▶ other carrier ──▶ you update the status by hand
                      └─▶ personal pickup ▶ the customer comes for the goods ──▶ hand over ──▶ delivered

With your own transport

1. A shipment is created, from an order or on its own. It waits in the planning backlog.
2. A dispatcher adds it to a route in the planner, chooses a vehicle and drivers, and saves. Then the dispatcher approves the route in its preview. From that moment, customers can be told the delivery window and asked to confirm it.
3. The warehouse scans the route's parcels into the vehicle. This is done in the mobile app, on a POS (point of sale) terminal or on the Loading screen. The driver cannot deliver before loading.
4. The driver works through the stops in the mobile app. At each door the driver scans the parcels, captures the proof of delivery your company requires and collects cash on delivery. Each completed stop marks its shipment Delivered.
5. If a delivery cannot be made, the driver reports it in the app. The shipment goes back to the planning backlog as Not delivered, ready for another route. The goods come back through the warehouse. See Route returns.

With a courier (InPost, DHL, DPD, FedEx)

1. Saving the shipment dispatches it: the courier gets the parcel data and returns a label.
2. You print the label from the shipment and stick it on the parcel.
3. You order the courier pickup for the parcels dispatched that day. Complaia can also order it automatically. A parcel-locker shipment has no pickup: you take it to a locker yourself.
4. When the courier comes, the warehouse scans each box on the Shipment handover screen. The goods leave stock.
5. Complaia follows the courier's status until the parcel is delivered.

With personal pickup

1. The shipment names the warehouse the customer comes to.
2. When the customer is at your counter, you click Hand over to customer on the shipment. The goods leave stock, and the shipment becomes Delivered. See Shipments.

In every case

• The customer can follow the shipment on a public tracking page, with no sign-in.
• When a shipment with cash on delivery is delivered, the amount is recorded as a payment on its order.
• A return travels the other way. It is created from a claim or return as an own-transport shipment. Your driver collects the goods from the customer on a route and brings them to the warehouse. On the shipment list it has a Return badge.

Who does what

Person	Works in	Does
Office or sales	The order's Shipments tab, Logistics → Shipments	Creates shipments, prints labels, orders courier pickups, answers customers who ask where their delivery is
Dispatcher	Logistics → Planning	Builds, approves and follows routes. Notifies customers
Warehouse	Warehouse → Order handling, the mobile app or a POS terminal	Loads the vehicles, hands parcels to couriers, takes in what comes back
Driver	The mobile app	Delivers, captures proof and cash, reports failed deliveries

Drivers are not listed in Fleet. A driver is any active user whose role has the driver permission. See Fleet.

Related

• Shipments · Carriers · Delivery & tracking
• Route planning · The driver app · Fleet
• Fulfilment & shipments — creating a shipment from an order
• Order packing · Loading · Shipment handover · Route returns — the warehouse side
• Connectors — connecting InPost, DHL, DPD and FedEx