Courier assignment fails in dispatch
Why assigning a parcel to a courier is refused in Parcel distribution: offline courier, parcel limit, parcel status and auto distribution, with the real messages and fixes.
Last updated 22 October 2026 · Last verified 22 October 2026
What it means#
A parcel is assigned to a courier from the Parcel distribution page, or from the classic parcel pages. The system refuses an assignment when the courier is unavailable, the parcel status does not allow it, the courier reached the parcel limit, or the "online" condition is not met. When you assign manually, the reason shows in an error notification, except in two cases where the system skips the parcel silently: it is already assigned to this courier, or it does not exist in your company.
Who can access it#
- Company staff (admin, in-charge or hub) from Parcel distribution. This page is for company staff accounts.
- The classic parcel pages require the
parcel_status_updatepermission; otherwise the user is sent back to the home page. - A merchant with "My delivery company" uses the same page for their couriers, and cannot change the status of parcels that go through the platform account or their own account with a shipping carrier.
Likely causes#
| What you see | Cause |
|---|---|
| "You have no active couriers." | No courier with the active status. The "Add courier" link sits next to it. |
| The courier option is disabled and ends with « — غير متصل» (offline), or a «ما انعيّن» notification reading «Courier name: المندوب "غير متصل" — لازم يكبس "متصل" بتطبيق المندوب حتى تقدر تعطيه طرود.» (the courier is offline and must press Online in the courier app) | The "online" condition is on for the company and the courier is offline. |
| The option is disabled and ends with " — limit reached", or a "Not all were assigned" notification reading "TRACKING: Courier "Name" reached the limit (N / N undelivered parcels)" | The number of undelivered parcels with the courier reached the limit. |
| "Cannot move the parcel from status ... to ..." | The parcel status does not allow assigning a courier. |
| "The courier does not exist or does not belong to your company." (a 404 error page) or "...to the parcel company" (in the error list) | A courier of another company. |
| "Changing this parcel status is up to the delivery company" | A merchant trying to dispatch a parcel that goes through the platform account or their own account. |
| "Choose the courier." or "Select at least one parcel." | No courier or no parcel chosen (maximum 200 parcels per request). |
- Every courier has a stored limit, set in the courier form field "Parcel limit with it". Left empty when adding a courier on the Couriers page, it saves 50 (the classic add-courier form suggests 10). The (with / limit) counter beside the courier shows the stored value. The "with" count is the number of parcels in the "Delivery Man Assign" or "Delivery Re-Schedule" status that were ever assigned to that courier, so a parcel moved to another courier keeps counting for the first one while it stays in those statuses; a courier can therefore show "limit reached" while holding fewer parcels. The limit is enforced in Parcel distribution and in auto distribution. On the classic parcel pages the courier search hides couriers at their limit, but the assignment action itself does not enforce it.
- Allowed statuses. A parcel can be assigned from "Received Warehouse" or "Received by hub" (the "Ready for distribution" tab). A parcel that is with a courier can be moved to another courier or rescheduled.
- Auto distribution. The "Auto distribution by areas" button appears only on the "Ready for distribution" tab, when delivery areas are defined (see the linked article on areas), at least one parcel is ready and the company has an active courier. It assigns only parcels in the ready tab that lie in an area with active, online couriers who have not reached their limit. If assigning a parcel throws an error, that parcel is left untouched, no reason is shown for it and it is not in the summary; assign it manually to see the real message. It then shows a summary of the rest, each part starting with a count: "N parcels without an area (or without a location) — assign them manually.", "N parcels in areas with no active couriers.", and "N parcels were not assigned because the couriers in their area reached the parcel limit (parcel_limit)."
- Classic parcel pages. They hide an offline courier from their lists when the condition is on. If such an assignment is sent anyway, a generic "Something went wrong." appears instead of the condition's reason.
How to diagnose#
- Read the notification text. The title «ما انعيّن» means a refusal for one specific courier; "Not all were assigned" is followed by a list of the first 3 errors.
- In Parcel distribution each courier in the list shows a (with / limit) counter and the suffix « — غير متصل» (offline) or " — limit reached", and the top panel shows the undelivered parcels with each courier. The offline suffix, the offline message and the title «ما انعيّن» are Arabic in every interface language.
- Check that the parcel is in the "Ready for distribution" tab. The "No area" badge means the recipient's location is outside the areas or not set.
- On the Couriers page, check the online condition (the «متصل» condition for receiving parcels; on or off) and each courier's limit.
Resolution steps#
Make sure there is an active courier
If you see "You have no active couriers.", press "Add courier" or activate an existing courier's account.
Handle an offline courier
Ask the courier to press Online in the courier app, or turn the condition off from the Couriers page with the «وقّف الشرط» (stop the condition) button.
Handle a reached limit
Wait until the courier delivers or returns their parcels, raise "Parcel limit with it" in the courier form, or choose another courier.
Bring the parcel to an assignable status
If you see "Cannot move the parcel...", make sure the parcel has first reached the warehouse or hub, then distribute again from the "Ready for distribution" tab.
Assign the rest manually
After auto distribution, choose a courier for each parcel left without an area, or edit the areas or add couriers to them.
When to contact support#
- You see "Something went wrong." with no clear reason.
- The system refuses a parcel with "Cannot move the parcel..." although it shows in the "Ready for distribution" tab.
- Send the tracking number, the courier's name, the message text and the time of the attempt.