Overview

Every Service on MotionTools progresses through different statuses during its lifecycle. It’s critical to understand the meaning of each status, as available actions and features, as well as the visibility, are directly related to or restricted by it's status.

A service, either as a booking from customer or a tour for drivers, doesn’t necessarily go through all available statuses. Some statuses may be skipped during transitions. For example, if a operator hasn’t enabled payments, a booking will never enter the Processing Payment status.

If you are developing integration with MotionTools, note that the status names shown on the Dashboard may differ from the names used in the API. To receive notifications for every status change, you can subscribe to the corresponding webhook event.

On Hold
Scheduled
Dispatched
Partially dispatched
Claimed
Pickable
En Route
Done
Processing payment
Paid
Cancelled

On hold

to_be_dispatched

An On Hold status indicates that a booking isn’t visible to drivers. This status allows Admins and Organization Managers to prepare a booking for a driver. For example, decide whether they should merge it with another booking or hand it over “as is”.

On Hold is also the initial status of all bookings if the Manual Dispatching feature is enabled for a service of a booking.

Available transition	Transition name on API	Trigger
On Hold → Scheduled	`schedule`	A booking is released from On Hold
On Hold → Dispatched	`dispatch`	All stops of a booking were merged into tours
On Hold → Cancelled	`partially_dispatch`	Some stops of a booking were merged into tours
On Hold → Cancelled	`cancel`	A booking was cancelled

Scheduled

scheduled

A Scheduled status indicates that a booking has been scheduled for a future date and time and is currently available for drivers to claim.

This is also the initial status of all bookings if the Manual Dispatching feature is disabled for a service of a booking. Note that newly created bookings of type Instant will immediately transition to either Looking for Drivers or Pickable status, while bookings of type Scheduled will remain in the Scheduled status.

Available transition	Transition name on API	Trigger
Scheduled → On Hold	`revoke`	A booking was put back On Hold
Scheduled → Claimed	`claim`	A driver accepted a booking or a booking was force-assigned
Scheduled → Pickable	`ready_to_pick`	No drivers accepted a booking until the specified time and the Pickable booking feature is enabled for the service of a booking
Scheduled → Cancelled	`cancelled`	A booking was cancelled

Dispatched

dispatched

A Dispatched status indicates that all stops of a booking were distributed between one or multiple tours. The booking will transition straight to Done as soon as all stops are completed unless any stops fail. A booking won’t transition through the En Route status.

Available transition	Transition name on API	Trigger
Dispatched → Done	`complete_stops`	All stops of a booking were completed via corresponding tours
Dispatched → Scheduled	`undispatch_stops`	All stops of a booking were undispatched, and the Manual Dispatching feature is disabled for the service of a booking
Dispatched → On Hold	`undispatch_stops`	All stops of a booking were undispatched, and the Manual Dispatching feature is enabled for the service of a booking
Dispatched → On Hold	`complete_stops`	A booking was operationally completed, but all stops failed
Dispatched → Partially Dispatched	`undispatch_stops`	Only some stops of a booking were undispatched
Dispatched → Partially Dispatched	`complete_stops`	A booking was operationally complete, but some stops failed
Dispatched → Cancelled	`cancel`	A booking was cancelled

Partially dispatched

partially_dispatched

A Partially Dispatched status indicates that only some of its stops were distributed between tours or that a booking has failed stops.

Available transition	Transition name on API	Trigger
Partially Dispatched → Dispatched	`dispatch`	The remaining stops were distributed between tours
Partially Dispatched → Scheduled	`undispatch_stops`	All stops of a booking were undispatched, and the Manual Dispatching feature is disabled for the service of a booking
Partially Dispatched → On Hold	`undispatch_stops`	All stops of a booking were undispatched, and the Manual Dispatching feature is enabled for the service of a booking
Partially Dispatched → Cancelled	`cancel`	A booking was cancelled

Claimed

claimed

A Claimed status indicates that a driver has accepted a booking scheduled for a future date and time. The driver is now responsible for starting the booking at the scheduled time.

Available transition	Transition name on API	Trigger
Claimed → En Route	`start`	A driver started a claimed booking
Claimed → Scheduled	`unclaim`	A driver rejected the previously claimed booking
Claimed → Scheduled	`release`	A booking was rejected on behalf of a driver because it wasn’t started on time
Claimed → On Hold	`revoke`	A booking was put back On Hold
Claimed → Cancelled	`cancel`	A booking was cancelled

Pickable

pickable

A Pickable status indicates that an Instant booking is visible to all eligible drivers within the service area of the booking. Any eligible driver can now start the booking.

Available transition	Transition name on API	Trigger
Pickable → En Route	`pick`	A driver started a booking, or they were force-assigned
Pickable → On Hold	`revoke`	A booking was put back On Hold
Pickable → Cancelled	`cancel`	A booking was cancelled

En Route

en_route

An En Route status indicates that a driver is carrying out a booking now. A booking in this status can also be referred to as an Active Booking.

Available transition	Transition name on API	Trigger
En Route → Done	`complete_stops`	A booking was operationally completed without any failed stops
En Route → Partially dispatched	`complete_stops`	A booking was operationally completed, but some stops failed
En Route → On Hold	`complete_stops`	A booking was operationally completed, but all stops failed
En Route → Scheduled	`ditch`	A booking was rejected by a driver
En Route → Paid	`force_end`	A booking was force-ended
En Route → Cancelled	`cancel`	A booking was cancelled

Done

done

A Done status indicates that a booking has been operationally completed, i.e., all stops of the booking were completed by a driver.

Available transition	Transition name on API	Trigger
Done → Processing payment	`process_payment`	The platform started processing payment after a booking is completed operationally
Done → Paid	`paid`	If a tenant doesn’t have payments enabled, a booking transitions to Paid after it’s completed operationally

Processing payment

processing_payment

A Processing Payment status indicates that we are waiting for the payment to be received. Depending on the payment method selected for the booking, this process can be finalized automatically or may require manual confirmation by an Admin. For instance, invoice payments always require manual confirmation, whereas credit card payments will be resolved automatically unless a card charge fails.

Available transition	Transition name on API	Trigger
Processing payment → Paid	`paid`	A payment was confirmed automatically, or an Admin marked a booking as paid manually
Processing payment → Cancelled	`cancel`	A booking was cancelled

Paid

paid

This is the final status of a booking. Note that a booking will transition to this status even if payments are disabled for a tenant.

Cancelled

cancelled

This is the final status of a booking if a booking is cancelled by an Admin, Organization Manager, or Customer.

Customer-facing booking statuses

Booking timeline

Booking behavior

Assigning tours to drivers

Operations analytics