Reattempt a failed delivery
Retry a failed or skipped stop in the Upper driver app — reopen it yourself if your workspace allows it, or run the reattempt route dispatch builds for you.
When a stop is skipped or fails, you can retry it one of two ways, depending on how your workspace is set up. If your admin gave you the right permission, you can reopen the stop in the Upper driver app and reattempt it the same day. If not, dispatch handles the retry on the web side and sends you a fresh route to run, usually on a later day.
Labels vary by workspace. If your workspace is set up for service work, you may see Technician, Proof of Service, and Service Options in place of Driver, Proof of Delivery, and Delivery Options. The steps are the same.
Before you reattempt
Read the reason and notes from the first attempt before you go back. When a stop is skipped, Upper records a Reason and any note you added, and that information syncs back to the web app for dispatch to see. Use it to decide whether a second attempt makes sense yet.
A wrong-address failure usually fails again at the same address — ask dispatch to fix the contact record first. A "customer not home" stop often succeeds at a different time of day, so reattempt later than the first try.
Option 1: reopen the stop yourself
Whether you can reopen a stop from your phone depends on your workspace's App Config settings. Two permissions in the Stop Logs section control this:
- Update completed/skipped stops
- Undo completed/skipped stop
If your admin has turned these on for you, you can reopen the stop and reattempt it without waiting for a new route. If they're off, use Option 2 instead, or ask your dispatcher.
Open the stop
Open the skipped or failed stop in your current route.
Reopen it
Undo or update the stop so you can work it again.
Reattempt the delivery
Make the second attempt at the stop.
Capture proof and finish
Capture any proof your workspace requires, then mark the stop complete.
Option 2: run a reattempt route from dispatch
If you can't reopen stops yourself, dispatch handles the retry on the web side and sends you a route to run.
Finish your current route
Work your current route as normal. Skipped and failed stops stay as they are and sync back to the web app with their reason and notes.
Wait for dispatch to build the reattempt route
Your dispatcher decides what to do with each failed stop — reschedule it, reassign it, or close it out. They can build a new route for the stops worth retrying.
Run the reattempt route
The reattempt route appears in your driver app when it's shared with you. Start it and run it like any other route.
Troubleshooting and FAQ
Related
Preview your route before starting
Open a route in the Upper driver app to preview every stop, address, time window, and customer detail before you begin — and catch problems before you leave.
Receive an assigned route
Upper auto-assigns routes — there's no accept or reject. When dispatch shares a route to your driver app, it appears ready to preview and start.