Recall a dispatched route
Recall a route already dispatched in Upper Route Planner: pull it back from your route plan and contact the driver so they stop working it cleanly.
A route sometimes needs to come back after it's already been sent to a driver — the wrong route went out, the order changed, or a customer cancelled before the run started. In Upper Route Planner, recalling a route means two things at once: pulling the route back in the web app, and contacting the driver so they stop working it. The phone call matters as much as the in-app change, because a driver's app can keep showing a cached route until it next syncs.
Your workspace may show Technician and Service labels instead of Driver and Delivery. The features are the same — this article uses the driver labels.
Before you start
- You'll work from your route plan list in the web app at my.upperinc.com.
- Have the driver's phone number ready. Treat reaching the driver as the primary step, not the in-app change.
- If only part of the route needs to change — a few stops added, removed, or moved — edit the route instead of recalling the whole thing. See Make changes to a live route.
Check whether the driver has started
Before you recall, open Track → Live Tracking to see where the driver is. If their route still shows Not Started, the recall is straightforward. If they're already In Transit, reaching them by phone becomes the most important step.
In the left navigation, go to Track → Live Tracking.
Use the route/period selector dropdown to choose the route plan you want to check.
Find the driver's card. The status pill (for example Not Started) and the Route Complete % indicator tell you whether they've begun.
Contact the driver
A recall in software is not the same as a recall in real life. A driver out of cell range can keep working a cached route until their app reconnects. So pair every recall with direct contact:
Call or message the driver and tell them to stop working the route.
Confirm they've stopped.
Ask them to pull-to-refresh the app so it syncs the change.
For high-stakes recalls — wrong customer, sensitive cargo — assume the driver still has the route until you've spoken to them directly. Don't rely on the app push alone.
Recall by reassigning or editing the route
If the route went to the wrong driver, you don't have to start over — move it instead. From the opened route plan in Timeline view, the per-driver row menu offers Reassign Route and Swap route with Driver, and each driver row also shows a Reassign Route link. After moving the route, re-share it so the correct driver's app picks it up.
Open the route plan and turn on the Timeline toggle.
Find the driver who shouldn't have the route, open the ... menu on their row, and choose Swap route with Driver — or use the Reassign Route link on the row.
Pick the correct driver, then re-share the route using the Share to Drivers flow from the route header. See Dispatch routes to drivers.
Call both drivers to confirm each has the right route before they head out.
For partial changes — only a few stops are wrong — edit the route rather than recalling the whole thing. See Make changes to a live route.
Common scenarios
- Wrong route sent to the wrong driver — Reassign or swap the route to the correct driver, re-share, and call both drivers to confirm.
- Customer cancelled the whole order before the run started — Call the driver to confirm they haven't left, then remove the work. If only one customer cancelled, edit the route instead.
- Route built incorrectly and dispatched in error — Fix the route, re-optimize, and re-share the corrected version rather than wrestling with a live route that has structural problems.
Troubleshooting
If you're unsure how a recall behaves in your account, contact support@upperinc.com.
Related
Reassign a live route to a different driver
Hand an in-progress route in Upper to a different driver when someone calls in sick or a vehicle breaks down, then re-optimize and re-share the remaining stops.
Recall or cancel a dispatched route
Cancel a dispatched route in Upper before or after the driver starts: delete it from the route list, then contact the driver directly to confirm the cancellation.