Skip or fail a delivery
Can't complete a delivery in the Upper driver app? Skip the stop and add a reason and a note so dispatch can decide whether to reschedule, reassign, or close it.
When a delivery can't be completed — the customer isn't home, the address is wrong, a gate is locked — record the stop as skipped in the Upper driver app instead of leaving it open. You add a reason and a note explaining what happened, and that information travels back to the web app so your dispatcher can decide what to do next.
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.
Why this matters
An open stop with no status stalls your dispatcher. A skipped stop with a clear reason — "customer not home," "wrong address" — lets dispatch reschedule the work, call the customer, or hand it to another driver without having to chase you for details.
Before you start
- A route in progress in the driver app
- A clear reason for not completing the stop (for example: customer not available, wrong address, access denied)
Skip a stop you can't complete
Open the stop
Open the stop you're working in the driver app.
Choose to skip instead of complete
Rather than completing the stop, mark it as skipped.
Add a reason
A reason is captured on a skipped stop. Choose the reason that best matches the situation — for example, the customer wasn't home, the address was wrong, or access was denied.
Add a note
Add a note explaining what happened — what you tried and what stopped the delivery. The clearer the note, the faster your dispatcher can act on it.
The reason and the note are what your dispatcher uses to decide the next step, so be specific. "Customer not home, knocked twice, no lockbox" is actionable. "Couldn't deliver" forces dispatch to call you to find out what happened.
What your workspace may require before you skip
Your admin decides what proof, if any, is required to skip a stop — and these requirements are set separately from the ones for completing a stop. Depending on your workspace settings, you may be asked for one or more of these before the skip is recorded:
- Photos — one or more images
- Signature
- Service notes — a typed note
If your workspace requires none of these, you may be able to skip a stop in a single tap.
What happens after you skip a stop
- The skipped stop, with its reason and your notes, syncs back to the web app, where dispatch can see it.
- Your dispatcher decides what to do next — reschedule the stop, reassign it, or close it out.
ETAs for a route are based on historical traffic data, not a live feed, so the times dispatch sees are projections rather than minute-by-minute readings.
Troubleshooting and FAQ
Related
Skip a stop and return later
Can't complete a stop right now in the Upper driver app? Skip it with a reason, keep working your route, and come back to it later in your shift.
Specify a reason for a failed delivery
When you mark a stop skipped or failed in the Upper driver app, add a reason so dispatch can decide on a reattempt, reschedule, or customer follow-up.