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.
When you can't complete a stop in the Upper driver app, you mark it skipped (your workspace may label this differently) and add a reason. That reason travels straight back to dispatch on the web app, so they can decide whether to retry the stop, reschedule it, or follow up with the customer — without having to call you.
Upper labels are configurable per workspace. This article uses the default driver and delivery wording. If your workspace is set up for service work, you may see Technician, Proof of Service, or Service Notes instead.
Why the reason matters
A clear reason is the difference between dispatch handling a stop on their own and dispatch having to interrupt your route to ask what happened. When you mark a stop skipped, the reason and any notes you add are sent back to the web app, where they appear in the completed-stop record alongside the timestamp and any proof you captured.
That record helps dispatch:
- Decide whether a reattempt is worth it
- Reschedule the stop or hand it to customer service
- Spot patterns over time — addresses or access issues that come up again and again
Before you start
- The stop is open in the driver app
- You know why it couldn't be completed (customer not home, no access, wrong address, and so on)
Add a reason when you skip a stop
Open the stop you can't complete
Tap the stop in your route list.
Choose to skip the stop
Select the skip action on the stop instead of completing it.
Enter the reason
Type or select the reason the stop couldn't be completed. Be specific — "gate locked, no code on file, called customer no answer" tells dispatch far more than "couldn't deliver."
Confirm
Save the skip. The reason and notes sync back to dispatch on the web app.
A photo backs up your reason. If your workspace allows it, attach an image — a locked gate, the wrong building, or posted signage — so dispatch can verify the situation from the dashboard.
What your workspace may require
Your admin controls what's required when you skip a stop. Depending on how your workspace is set up, the app may ask you for one or more of the following before it lets you save:
- An image (photo)
- A signature
- Notes
If a field is required, you won't be able to finish the skip until you fill it in. If you're being asked for something you don't think you should need, that's an admin setting — let dispatch know.
Troubleshooting
Related
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.
Start navigation for your first stop
Start your assigned route in the Upper driver app, then tap Navigate on the first stop to open directions in your default map app — Google, Apple, Waze, and more.