Frequently asked questions
A question before you begin?
Answers about OSTOOLAK, fulfillment, drivers, COD and customer tracking.
What is OSTOOLAK?
A platform for managing delivery with your own drivers, from shipment preparation and confirmed pickup through delivery, returns, COD collection and settlement.
Do you provide drivers or deliver on our behalf?
No. OSTOOLAK organizes the work of your delivery team; it is not a courier marketplace or delivery-trip provider.
Can it support more than one warehouse?
Yes. Preparation and pickup remain tied to the correct warehouse, and each driver works only from permitted pickup locations.
Is the service limited to Riyadh?
No. Riyadh appears only in illustrative product previews. Contact us to confirm operating fit for your store.
Are Arabic and English available?
Yes. Both interfaces preserve the same information and operational meaning.
How do we start?
Share your commerce channel, order volume, warehouses, drivers and collection process so we can confirm activation readiness.
What is the difference between an order and a shipment?
An order records what the customer bought; a shipment records what is prepared and moved for delivery.
Does assignment mean the driver received the shipment?
No. Assignment allows review. Custody moves only after physical receipt is individually confirmed.
What is a pickup manifest?
A printable list for a defined batch, driver and warehouse. Each shipment still requires its own confirmed pickup.
What if the driver receives only part of a batch?
Only confirmed shipments move into driver custody; the remainder stay with the warehouse.
Are 4×6 labels and barcodes supported?
Yes. The approved 4×6 label supports preparation, scanning and shipment-data review.
Does printing transfer custody?
No. Printing or reprinting a label or manifest is not pickup.
When is a return complete?
Only after the warehouse confirms physical receipt. Related money remains a separate settlement matter.
Can drivers see assigned shipments before pickup?
Yes, so they can review the task. Visibility does not transfer custody.
Can operations see driver locations?
Yes. The map shows freshness, while trip and speed history supports later review.
Does the app manage shifts and breaks?
Drivers can start and end shifts and breaks, while management reviews schedules and capacity.
How does a customer confirm a location?
A one-time WhatsApp link lets the customer keep the saved location or share a current location and note.
Does OSTOOLAK optimize stop order automatically?
The app suggests a sequence for confirmed stops based on proximity, and the driver can review it before starting. The suggestion does not account for traffic or guarantee an arrival time.
What proof of delivery is available?
The driver can confirm delivery by barcode or a private photo attached to the order, then record the attempt outcome and notes in the shipment history.
What happens after an unsuccessful attempt?
The driver records the reason and note, and the team follows rescheduling or return from the shipment history.
Is there a driver performance summary?
Yes. Drivers have a 30-day summary, with reporting based on recorded activity.
How is cash on delivery reviewed?
Review the shipment amount, collection, handover to management and remaining custody balance.
Is the driver wallet a bank account?
No. It is an internal operational record of collections, custody, settlements and receipts.
Are settlements documented with receipts?
Yes. A reviewed settlement retains its reference and receipt.
Can drivers submit fuel or maintenance expenses?
Yes. Drivers submit the amount, category, date and receipt, and management can approve or return each expense with a note.
Can we create separate employee roles?
Yes. The store owner can invite staff, assign roles and permissions, and manage driver access separately.
Is monthly usage available?
Yes. The report shows monthly usage and counted orders with the details and exports needed for review.
Can reports be exported?
Supported lists and reports can be exported within the account authorization scope.
How does a customer track a shipment?
Open shipment tracking, enter the nine-digit shipment number, complete human verification and view the latest update.
Do I need a special link from the store?
No. Enter the shipment number directly. Secure links sent by the store remain supported and open the same tracking experience.
Why is human verification required?
It helps limit automated requests and protect shipment details.
What if the verification widget does not appear?
Refresh the page or try another browser, then contact the store if the problem continues.
Can the customer see the driver live location?
When the driver heads to that customer and the shipment becomes the next stop, the customer can follow that delivery leg. Before then, tracking shows shipment updates without exposing other customers or internal records.
Is Salla integration available?
Yes. Salla integration is available. The integrations page also shows Shopify, Zid and WooCommerce so the OSTOOLAK team can help you choose the right connection journey.
Is there a fixed monthly subscription?
No. The first month is free, followed by usage-based fees.
Does pricing include a driver or delivery trip?
No. Pricing covers OSTOOLAK; your own team performs delivery.