Yesterday afternoon Ahmad marked order ORD-284551 ready for pickup. This morning the readiness panel still reads CAPTAIN_ASSIGNMENT_PENDING and nobody has come. Here is the calm, correct playbook.
Starting point
The item status is READY_FOR_PICKUP; the Market readiness panel shows Seller readiness: Ready, Captain: Not assigned, Pickup: Pending. Nothing is broken on Ahmad’s side — assigning a captain is entirely the platform’s job, and the platform keeps trying and reassigning until a captain accepts. His parcel just needs to stay ready.
Navigation path
Orders›Ready for Dispatch›ORD-284551
Steps
- Check the status panel, not your memory. Confirm it really says
CAPTAIN_ASSIGNMENT_PENDING(waiting for assignment) and not something later likeCAPTAIN_ASSIGNEDorCAPTAIN_EN_ROUTE_TO_SELLER— those mean a captain is already on the case. - Keep the goods packed and reachable. A captain can be assigned at any moment; an unpacked parcel at that moment turns a late pickup into a failed handover.
- Give the platform room to reassign. Assignment retries are automatic. There is nothing in the app for Ahmad to press to “summon” a captain.
- Escalate through a ticket if the wait becomes clearly abnormal for his area (see the support section below) — not by cancelling, not by messaging random channels.
What you should see
The healthy continuation, whenever assignment lands:
The moment the panel leaves CAPTAIN_ASSIGNMENT_PENDING, the delay chapter is over — no ticket needed if it advanced on its own.
A common mistake
Cancelling the order because pickup is late. Cancellation is permanent, the customer loses the purchase, and the cancellation is recorded against Ahmad with a reason — all for a delay that was the platform’s to fix. Cancel only when you genuinely cannot fulfill the item, never as a pressure tactic on a slow pickup.
When to contact support
If the order has sat at CAPTAIN_ASSIGNMENT_PENDING far longer than pickups usually take for you, open Support›New Ticket → Shipping & Fulfillment → MARKET Shipping Issue and pick the closest sub-reason. In the description include: the order number ORD-284551, the exact prep status CAPTAIN_ASSIGNMENT_PENDING, and when you marked it ready. The app does not publish a pickup-time promise, so describe the wait factually rather than claiming a breached deadline.