Managing Delivery Issues in SpillOrder (Redispatch, Reassign, Live Tracking & More)

Managing Delivery Issues in SpillOrder (Redispatch, Reassign, Live Tracking & More)

Managing Delivery Issues in SpillOrder

SpillOrder deliveries are handled through third-party DSPs (Delivery Service Providers) via InHouse Delivery.

SpillOrder includes built-in live tracking and delivery troubleshooting in both the app and the admin. You can monitor orders in real time and, if a driver issue comes up, you can Redispatch, Reassign, or Cancel active deliveries in real time — but use these options with caution and only as appropriate to the situation (use Delivery Issues: Quick Guidance as a resource). 

For any driver issues in progress, it’s best to contact DSP Support directly as they will have a direct line to the driver (see Support contact info below but note you may also need customer name and/or the Order ID reference number). 

IHD Delivery Status 

From the App: 

  1. From the main dashboard, click the order to pull up order details
  2. Find "IHD Delivery Status" 

From the Admin:  

  1. Log into ENGAGE > Online Ordering
  2. Orders > Click the order to pull up order details
  3. Find "IHD Delivery Status"

1. IHD Delivery Status: Provider

Displays the Delivery Service Provider (DSP) currently handling the order.

2. Delivery Statuses

Shows the live status of your delivery: 



  1. Scheduled/Awaiting Driver: driver assignment is pending.
  2. Picking Up: driver is assigned and on the way to the restaurant. 
  3. On the Way: driver has picked up the food and is on the way to the customer.
    *Live tracking on this status is also shared with the customer and includes an option to "Call Driver." 
  4. Delivered: driver has successfully delivered the order.
    *Live tracking on this status also shows the delivery confirmation photo when applicable. 
*Most delivery issues will occur within these first two statuses (Awaiting Driver and Picking Up).
Reference our "Quick Guidance" below to determine the best course of action for your current situation. 

2. Order Time

Timestamp when the customer placed the order.

4. Pickup ETA

Critical field for troubleshooting.
This is when the DSP expects the driver to arrive for pickup.
Many actions—especially Redispatch and Reassign—depend on whether you are before or past the Pickup ETA.

5. Dropoff ETA

Estimated delivery time to the customer.

6. Live Tracking

Opens the real-time driver map, showing driver location, distance from your restaurant, and route progress.

7. Redispatch Order

Redispatch = Request a new driver from the same DSP network.
*If a fee is incurred, you may request a refund from the DSP if the Pickup ETA has expired and/or there is a driver issue for which the DSP is at fault.

Use Redispatch When:
-Status: “Picking Up” (Driver is Assigned)
  • Pickup ETA has passed and Driver is FAR away on the Live Tracking Map: 
    → Redispatch may be recommended if the assigned driver is late, still far away, stuck, or not moving. Note that you'll incur a fee for Redispatch EVERY TIME it's used, so use with caution. 
  • Pickup ETA has NOT passed:
    → You may use Redispatch sparingly if the driver is unreasonably far on the map and unlikely to make ETA. There's no guarantee that the DSP will assign a closer driver, so best practice is to wait until Pickup ETA passes before using Redispatch.
  • Driver is not moving on the map (for an extended period), indicating they might be stuck or ignoring the order.
  • Driver cancels but the DSP failed to auto-assign a replacement (status still shows “picking up” or jumps back to "awaiting driver"). Redispatch can re-trigger a driver assignment.

8. Reassign Order

Reassign = Request a different DSP provider entirely.
This sends the delivery request to a new DSP’s network of drivers.
*If a fee is incurred, you may request a refund from the DSP if the Pickup ETA has expired and/or there is a driver issue for which the DSP is at fault.

Use Reassign When:
-Status: “Awaiting Driver” (Driver has NOT been Assigned)
  • Pickup ETA has passed:
    → Reassign may be recommended as the current DSP could not find a driver in time.
  • Before Pickup ETA but the DSP has historically slow driver availability:
    → Optional. Reassign may give you more reliable coverage.
    Also note, we can block certain DSPs in your IHD settings as needed.
  • Status: “Awaiting Driver” AND you’ve already tried Redispatch 
    →     If the DSP continues failing to assign a driver, reassigning may resolve DSP coverage issues.
  • Your restaurant location is poorly covered by the current DSP (e.g., late nights, rural area).
    → Reassign to a DSP with better density at that time.
  • Weather or traffic issues affect only one DSP’s fleet, causing ongoing delays.
    → A different DSP may have available drivers.
  • The first DSP rejects or fails the job multiple times after redispatch attempts.

9. Cancel Delivery

Pressing the "Cancel Delivery” button only cancels the delivery attempt, not the order itself and not the customer's payment; these actions will need to be processed separately (outside of the "IHD Delivery Status" section). Use this when:
  • The customer contacted the restaurant to ask to switch to pickup. 
  • The order needs to be refunded/cancelled separately in the order system.
  • The DSP is unable to complete the job and you no longer want third-party delivery attempts so you coordinated next steps with the customer (either customer pickup or another delivery solution). 
  • The customer contacted the restaurant to cancel the order (in which case you may use the "Cancelled" status to cancel the order, delivery, and refund the customer with one action). 

Delivery Issues: Quick Guidance

If a driver issue comes up, you can Redispatch to request a new driver, or you can Reassign to request another DSP network to manage your order — but use these options with caution and only as appropriate to the situation. See info above or review our Delivery Issues: Quick Guidance.
*Note that most troubleshooting will start with the restaurant contacting DSP Support. This offers real-time investigation and the DSP can contact the driver. 

Cancelations & Refunds

In some circumstances, you may need to consider Canceling a Delivery, Canceling the entire Order, Refunding the Customer, or requesting a Refund from the DSP. 

Cancel Delivery

This cancels the active delivery but does NOT cancel or refund the customer order. You will need to manage those actions separately.

Cancel Order

Canceling a pending order will Cancel the Delivery, Cancel the Order, and issue a full refund to the customer.

Refund the Customer

Following issues with a delivery order, it’s likely best practice to give a partial or full customer refund. 

Request Refund from DSP

Following issues with a delivery order, you may want to request the DSP covers some or all of the cost. Use “Request Delivery Refund” in app or admin to submit your request – be sure to include details of the DSP issue as you make your claim. DSP refunds will show as an adjustment on your next invoice from IHD. 


Contacting Support

  1. DSP Support:
    Should be your first contact IF a driver has been assigned and there seems to be any issue (e.g., driver lost, late, canceled, etc). Note the contact info below for various DSPs, but also note that you'll need the "Order ID" referenced inside the order details. 
    1. Routemasters:
    2. UberEats:
    3. DoorDash:
    4. Robbo: 
  2. Spillover Support:
    Can provide guidance and best-practice recommendations for delivery issues, but during an active delivery problem, they will typically direct you to first contact DSP Support.
    1. Email: support@spillover.com
    2. Phone: (512) 617-2774