The order lifecycle
The three separate statuses an order carries, how confirmation works, why “confirmed is final”, and how to change a confirmed order.
For Dispatchers, callers, managers1 min read
An order carries three statuses, not one — because they genuinely disagree. An order can be active and unconfirmed, or confirmed with a failed delivery behind it. Keeping them separate is what stops one answer from hiding another.
| Status | Answers | Values |
|---|---|---|
| Order | Where is this order commercially? | Draft, pending review, active, completed, cancelled |
| Confirmation | Where has the conversation with the customer got to? | Not attempted, trying to reach them, confirmed, no response, declined |
| Delivery | Where is the physical delivery? | From unrouted, through routed and out for delivery, to delivered (or not delivered) |
Confirmation
Before an order is routed, the call team confirms it with the customer. Confirmation only moves forward: not attempted → trying to reach them → confirmed, no response or declined.
Dromos shows a warning before you confirm, because it is the moment a promise becomes irreversible.
Changing a confirmed order
Use Cancel & recreate on the order page. It cancels the order and hands you a copy — same customer, address, items and date — as a new unconfirmed order, linked to the one it replaced. Amend the copy, then confirm it again.
Amending before confirmation
While an order is unconfirmed, Amend order lets you change its items and its promised date or window. Once it is confirmed, that panel is replaced by a sentence explaining why both are locked.
Finding orders
Search by customer name, order number or postcode, and filter by status and by confirmation state. Every list page has search and filters, and column headings sort ascending or descending.