FAQ
Cross-area questions. Each chapter has its own detail; this is the index for the ones that come up everywhere.
Access
Why can't I see an area other people can? Your roles decide which areas appear. See What you can see, and why.
Why do I see fewer rows than a colleague running the same report? Your scope is narrower, and you are both seeing the correct answer for yourselves. See How scope works in practice.
I have the role but still can't do one specific thing. Permissions are granular, and a deny exception overrides a role. Check Access by section, then Individual permission exceptions.
How do I get a password? Someone with employee management rights sets it. There is no self-service reset — see Signing in.
Data and numbers
Two reports disagree by about one evening's trade. Business date is not calendar date; late-night orders belong to the previous business date. See Filters, dates and favourites.
Reports and Metrics disagree about an order. They read different stores of data. An order present in Reports but absent from Metrics generated no log events — it is not lost. See Reports and Metrics: which to use.
A bulk change affected fewer records than the check said. Records redeemed between the check and the apply are excluded, as are any already redeemed. See How bulk changes work.
Orders
Why did an order change driver by itself? A driver with better priority became available. See When an order changes driver.
Why is an order still unassigned? Usually capacity, a zone that allows no available driver type, or incomplete address data. See the Dispatcher FAQ.
I unassigned an order but the carrier still came. Unassigning does not cancel with the carrier. Cancelling does, atomically. See Assigning and unassigning a driver.
An order I assigned by hand never got reassigned. Manual assignments are permanently locked out of automatic reassignment. That is intended. See The order board.
Content and promotions
A customer's promo code doesn't work. Check dates and valid times, whether that coupon is already redeemed, and whether the offer is live for that store. See Promotional codes.
A carrier looks available but shows as full. Carrier capacity is one shared pool per store per company, not per courier. See External carriers.
Imports and exports
An import failed halfway. Can I just re-run it? Not safely. Imports are not transactional, so earlier rows are already applied and re-running may apply them twice. Find where it stopped first — see Importing from a CSV.
Can I undo an import? Only for records nobody has redeemed, via a bulk delete. Anything already used stays.
Why is exporting a separate permission? Because an exported file is no longer scope-filtered. See Exporting data.
Still stuck
Reporting an issue lists what to include so it can be resolved first time.