Promising select same day delivery services is easy when you have the time to ensure it. But what happens when the orders are placed at the last minute?
This is really the test of your delivery operations.
If you really do provide fast same day delivery, then a last minute order shouldn’t thrown everything into disarray – and it certainly shouldn’t lead to a flood of phone calls to your customer service team.
But this is easier said than done. Public holidays, deliveries outside major metro areas, and weekends can all be difficult to content with.
We’ve put together this blog to try and explain this further.
Why last minute orders are so challenging
Same day delivery operates on tight timeframes from the moment an order is placed to the second it arrives to the delivery business address.
When new jobs appear late in the day, the margin for error is small.
Limited time and capacity
Drivers are often already on the road with preplanned routes.
Adding new stops without really careful consideration can cause delays across the entire schedule, affecting multiple customers.
High customer expectations
Customers placing last minute orders still expect accurate ETAs and on time delivery, so any delays or poor communication can quickly lead to dissatisfaction and increased support enquiries.
Increased operational complexity
Without the right systems, dispatchers may resort to manual adjustments. This increases the risk of things like inefficient routing, missed delivery windows and overworked drivers.
Building flexibility into your same day delivery order model
The ability to handle last minute orders starts with designing flexibility into daily operations. Without it, you’re best to avoiding offering it as you won’t reach the goal.
Avoiding over packed routes
Planning routes that are already at maximum capacity leaves no room for change, so building in small buffers allows dispatchers to insert urgent jobs without disrupting the entire run.
Using dynamic time windows
Flexible time windows give operations teams more options when inserting new orders.
Not every delivery requires an exact arrival time, and understanding where flexibility exists can make same day planning far more effective.
The role of real time route optimisation
Real time route optimisation is essential for managing last minute orders efficiently.
Instant route recalculation
When a new order comes in, optimisation tools can assess the current routes and identify the best driver to handle the job.
Routes are recalculated almost instantly based on location and remaining time in the shift, as well as realistic driver capacity and traffic conditions, to name a few.
This ensures the new order is added in a way that minimises impact on existing deliveries.
Smarter driver assignment
Rather than assigning those last minute jobs based on guesswork, optimisation systems use data to match orders with the most suitable driver.
This improves on time performance and reduces unnecessary detours.
Visibility across your fleet
Handling last minute orders requires a clear view of what is happening on the road (even though you can’t see all roads all of the time like your delivery drivers can)
Live tracking and status updates
Real time tracking allows dispatchers to see where drivers are and how each route is progressing. This visibility makes it easier to identify which vehicles can absorb additional work.
Early identification of delays
When delays occur, teams can respond proactively. Routes can be adjusted or customers notified before issues escalate, preserving trust and service quality.
Communication that keeps customers informed
Clear communication plays a critical role in same day delivery success.
Accurate ETAs from the start
When last minute orders are accepted, providing realistic ETAs sets the right expectations. Route optimisation helps calculate these ETAs based on real conditions rather than best case assumptions.
Proactive delivery notifications
Automated notifications keep customers informed as their delivery progresses.
This reduces inbound enquiries and improves the overall delivery experience, even when orders are placed late.
Empowering drivers in the field
Drivers are the central core of any and all same day delivery operations. Giving them the right tools makes handling last minute changes far easier.
Clear route updates
When routes change, drivers need immediate and clear instructions. Mobile apps that update routes in real time remove confusion and help drivers stay focused on the road.
Reducing manual communication
Automated updates reduce the need for phone calls and messages between drivers and dispatchers.
This saves time and lowers the risk of miscommunication.
Balancing speed with efficiency
Accepting every last minute order can be tempting, but it is important to balance speed with operational efficiency.
Understanding cut off times
Analysing historical data helps businesses determine realistic cut off times for same day orders. Clear internal guidelines prevent overloading the system and protect service quality.
Prioritising high value or urgent jobs
Not all last minute orders are equal. Having clear criteria for prioritisation ensures the most important jobs are handled without compromising the wider delivery schedule.
Using data to improve future performance
Last minute orders provide valuable insights into customer behaviour and operational capacity.
Identifying demand patterns
Tracking when last minute orders occur helps businesses anticipate demand spikes. This data can inform staffing levels, vehicle allocation and route planning.
Refining daily planning
Over time, analysing how last minute orders impact routes allows teams to adjust planning strategies. This leads to smoother operations and fewer disruptions.
Scaling same day delivery with confidence
As same day delivery volumes grow, manual processes quickly become unsustainable.
Automation as a growth enabler
Automated route optimisation and dispatch tools allow businesses to handle higher order volumes without adding complexity. This makes it easier to scale same day services while maintaining reliability.
Consistency across operations
Standardised processes supported by technology ensure that last minute orders are handled consistently, regardless of team size or delivery volume.
Creating a resilient same day delivery operation
Handling last minute orders effectively is not about reacting faster. It is about building a system that can adapt without losing control.
By combining flexible planning, real time route optimisation, fleet visibility and clear communication, Australian businesses can turn last minute orders from a disruption into an opportunity.
A well designed same day delivery system not only absorbs change but thrives on it, delivering reliable service even when time is tight.
