Handle failed or skipped deliveries
Handle failed and skipped deliveries in Upper Route Planner by duplicating only the Skipped/Missed stops from a completed route into a fresh reattempt route.
When a driver can't complete a stop, Upper Route Planner records it as a Skipped/Missed stop with the reason the driver chose. After the route comes back, you can pull just those unfinished stops into a fresh reattempt route in a few clicks instead of re-importing the addresses.
Your workspace may show Technician and Service labels instead of Driver and Delivery (for example, "Share To Technician" and "Service Options"). The features work the same way regardless of which label set your account uses. This article uses the driver/delivery labels.
How failed stops are recorded
When a driver marks a stop as failed in the app, they pick a status from the list you configure under Settings → Service Options. Each custom status is mapped to Fail or Success — for example, "no one available," "locked," or "bad weather" map to Fail. That reason travels with the stop, so your team can see why a delivery missed before planning the reattempt.
Skipped and missed stops are surfaced in a few places after the route runs:
- The Route Plan list shows a Skipped/Missed column per route.
- The Dashboard reports a Missed/Skipped Stops KPI and a Total Stops breakdown (Service / Skipped-Missed / Not Visited).
Configure your Fail and Success statuses under Settings → Service Options before drivers head out. Clear reasons (bad address, no one home, locked gate) make it easy to decide which stops are worth reattempting and which need a customer call first.
Build a reattempt route from the missed stops
The cleanest way to reattempt is to duplicate the original route and copy only the stops that didn't get done. This works once the route has been run (its status is In Transit or Completed), because that's when Upper knows which stops were skipped or missed.
Open the Route Plan list
Go to your Route Plan list, where each route shows its status and a Skipped/Missed count.
Open the route's Action menu
On the row for the route you want to reattempt, open the Action menu (the "…" icon at the end of the row).
Choose Duplicate Route
Select Duplicate Route. A dialog opens with a route name (pre-filled as "Copy …"), a Route Date picker, and — for a route that has already run — a set of stop-type checkboxes.
Select only Skipped/Missed Stops
In the stop-type list, leave Skipped/Missed Stops checked and uncheck Pending Stops and Delivered Stops so the new route contains only the unfinished deliveries. (Checking All copies every stop.)
Set the reattempt date
Set Route Date to the day you want to run the reattempt — usually the next service day.
Create the route
Confirm to create the new route. It appears in your Route Plan list as a fresh Draft route built from the missed stops.
Dispatch the reattempt route
Open the new route, assign it to a driver, and dispatch it with Share to Drivers just like any other route.
Assign the reattempt route to the same driver who ran the original stops. They already know the locations and any access quirks, which usually lifts second-attempt success rates.
The stop-type checkboxes only appear when the source route has already run (status In Transit or Completed). If you duplicate a route that hasn't been dispatched yet, there are no skipped stops to copy.
Troubleshooting
Related
Enable live driver tracking
See where every driver is once a route is dispatched. Open Live Tracking in Upper to follow real-time positions, progress, ETAs, and stop status.
Make changes to a live route
Adjust a route after dispatch in Upper Route Planner — swap a driver, add a stop, reverse, move stops between drivers, and re-optimize from the Timeline view.