Handle exceptions

Note

Which of these options you see depends on your operator's setup. Failing and skipping a stop are available on most stops; reporting a vehicle issue only shows up if your operator has turned on exception handling for your organization.

Not every stop goes as planned. From the stop's menu, you'll find options for the situations where you can't complete it the normal way — the address is wrong, nobody's there, something's wrong with the order, or something's wrong with your vehicle. This article walks through each one.

Fail a stop

If a stop genuinely can't be completed — the package is damaged, you can't find it, the weather's too severe, or something else is stopping you — open the stop's menu and choose the option to cancel or fail the delivery. You'll be asked to pick a reason from a short list; the exact list depends on whether you're at a pickup or a drop-off, but it covers the common reasons a delivery can't go through. If none of them fit, choose Other and add a short note explaining what happened — you'll need at least a few words before you can submit it.

Failing a stop fails the whole delivery, not just part of it — there's no undoing it afterward. If you were carrying items for that delivery, failing it usually creates a return so those items get sent back (see below); the one exception is when the reason is that the package couldn't be found, since there's nothing to send back in that case.

Skip a stop, then come back to it

If a stop just isn't working out right now — you can't get access, the business is closed, you're early for the delivery window, or the customer isn't home — you can skip it instead of failing it. Skipping isn't the same as failing: a skipped stop isn't finished, it's just set aside. Pick a reason when you skip, and it'll drop lower in your list so you can come back to it later.

When you're ready to try again, open the skipped stop and choose to resume it — you'll see a prompt confirming it was previously skipped, and resuming reopens it as an active stop again. There's no separate "reattempt" option; resuming a skipped stop is how you try it again. Once a stop has been failed rather than skipped, though, that's final — you can't resume a failed stop.

Fail specific items instead of the whole order

If your operator has turned this on, you don't always have to fail the entire delivery when there's a problem with just some of it. From the item list, you can choose to fail specific items and give a reason, while completing the rest of the delivery normally. If the whole order needs to fail instead, that option is still there too. Where this isn't turned on, any failure applies to the whole stop.

Returns

When items don't make it to the customer — because a stop was failed, or because specific items were failed — those items typically need to go back to where they came from. The app creates a return stop back at the original pickup business so you can hand the items back. Depending on your operator's setup, a return might complete automatically once you scan the items back in, or it might ask you to confirm the condition of what's coming back.

Report a vehicle issue

If your operator has turned on exception handling for your organization, the stop menu also gives you a way to flag problems with your vehicle or your route directly to your operator — for example, if you need to stop for fuel, your vehicle has broken down, or what you're carrying is over the weight or size your vehicle is meant to handle. Reporting one of these lets your operator know what's going on so they can help you move forward. If you don't see these options, your organization hasn't enabled this — reach out to your operator directly instead.

Contact the customer or support

Where your operator has enabled it, you can reach out without leaving the app:

• Call or text the customer directly from the stop, if a phone number is available for that drop-off.
• Chat with your operator's support or dispatch team through an in-app messaging option, if your organization has it turned on.

Not every organization enables every one of these, and some hide the customer's phone number from the stop entirely — if you don't see a contact option you expect, check with your operator about what's available to you.