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.
When a route has to come back after you have already shared it to a driver, there are two parts to getting it right: removing the route in Upper, and confirming directly with the driver. If the driver has not started yet, deleting the route is the main step. If the route is already underway, pair the deletion with a direct call or message so the driver stops working it right away.
Throughout this article we use "driver." If your workspace is set up for field service, you may see "Technician" instead — the steps are the same.
Before you start
- Be ready to contact the driver directly if the route is already in progress. Removing the route in Upper is the system side of the cancellation; a call or message is how you make sure the driver actually stops.
- Use Live Tracking first if you are not sure whether the driver has started — see the tip below.
Before you delete, open Track → Live Tracking and select the route. The driver's status pill (for example Not Started) and the Route Complete % indicator tell you whether the run is still pre-start or already underway, so you know whether a phone call is needed.
Delete the route
The same steps work whether the driver has started or not. The difference is what you do after deleting.
Open the route's action menu
In the route list, open the action menu for the route you want to cancel.
Select Delete Route
Choose Delete Route from the menu. It appears in red at the bottom of the menu.
Confirm the deletion
A confirmation dialog titled Delete Route asks "Are you sure you want to delete route?" Confirm to remove the route.
If the route is already in progress
Deleting the route in Upper is not enough on its own once a driver is on the road. After you delete:
Delete the route
Use the steps above.
Contact the driver directly
Call or message the driver right away so they know to stop working the route. Do not rely on the deletion alone to reach them in time.
Treat the phone call as the primary action for an in-progress recall, and the in-app deletion as the cleanup. A driver who is mid-route needs to hear directly that the run is cancelled.
Cancel one stop instead of the whole route
If only one or two stops need to be dropped — rather than the entire run — edit the route instead of deleting it. Editing keeps the rest of the route intact for the driver. See Make changes to a live route.
Troubleshooting
Related
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.
Remove a stop from an in-transit route
Remove a stop from a route that's already In Transit in Upper, then share the update so the dropped stop disappears from the driver's app without rebuilding the route.