Best practices for re-attempting skipped deliveries
Improve reattempt success in the Upper driver app: vary the time of day, read the first-attempt notes, call ahead when contact info is on file, and document every outcome.
The second attempt at a stop is where you either recover the delivery or spend the same time twice. A few simple habits separate the reattempts that succeed from the ones that fail again. The rule of thumb: change one thing — the time of day, the way you reach the customer, or your approach — instead of repeating the first run exactly.
This article uses the default driver and delivery labels (Skip, Failed, Proof of Delivery, Reason). If your workspace is set up for service work, you may see Technician and Proof of Service labels instead — the steps are the same.
Why this matters
A repeat failure costs your dispatcher a customer call, costs you a second wasted stop, and can cost the operation a refund. Most reattempts succeed when you adjust a single variable rather than approaching the stop the same way you did the first time.
Change the timing
- Try a different time of day than the first attempt — if the morning failed, aim for the evening.
- For businesses, reattempt during their stated open hours.
- For residential stops, try after typical work hours, when more people are likely to be home.
Prepare before you arrive
When you skip or fail a stop, Upper records a Reason and any notes you add, and your dispatcher can see them on the dashboard. Use that record before you reattempt.
- Read the Reason and notes from the first attempt before you approach the address.
- Check whether dispatch updated the customer contact details between attempts.
- Look for access codes, gate codes, or entry instructions that may have been added since the first try.
- Confirm the address against the stop details in the app.
- Make sure the package is ready, accessible, and still in good condition.
Reach the customer
- If a phone number is on the stop, call or text ahead before you arrive.
- Send dispatch an in-app message with anything they should know about the stop.
- If the reattempt also fails, leave a card or slip at the door so the customer has a way to reconnect.
A photo at the door is your best evidence. If the gate is locked, the business is closed, or the address is clearly wrong, capture it. Your dispatcher sees the photo on the dashboard and can act on it without calling you.
Common scenarios
- Customer wasn't home in the morning — Reattempt later in the day. Most residential stops succeed in a second, later window.
- Business was closed early — Reattempt during the hours the business lists as open.
- Locked gate, no code — Call the customer first if a number is on file. If there's no answer, capture a photo and mark the stop failed with a clear access reason.
Troubleshooting
Related
Upper driver app on iOS and Android
The Upper Driver app runs on iPhone (App Store) and Android (Google Play). Dispatchers plan routes in the web app; drivers receive and run them on the phone app.
Call or text a customer from the app
When a stop has a customer phone number, the Upper driver app lets you reach the customer from inside the stop so you can confirm access details and delivery.