When a delivery fails

Not every stop lands. Nobody's home, the gate's locked, the address is wrong. Routerra is built so a failed delivery is a handled event, not a lost one — the reason, the evidence, and the customer notification all flow without you chasing anyone.

What the driver does

When a driver can't complete a stop, they press Skip in the app and pick a structured reason:

• Customer not available
• Wrong address
• Customer refused
• Business closed
• Access restricted
• Other reason

The stop is marked red — "Skipped · <reason> at H:MM" — and any photos the driver took (a closed gate, a "sorry we missed you" note) travel with it. All of this works offline and syncs the moment the driver has signal.

Where it surfaces for you

The failure reaches you immediately, in three places:

1. The dashboard's Needs attention counter — the number to keep at zero (Follow delivery progress live).
2. The stop itself — status, reason, timestamp, and driver photos in its Attachments panel (Proof of delivery).
3. A customer notification, if configured (below).

Routerra Teams

Routerra Teams

Telling the customer automatically

If a Not delivered notification is set up, the customer is emailed or texted the moment the driver marks it — no action from you. A good Not delivered message says what happens next ("we'll try again tomorrow" / "call us to reschedule"), so the customer isn't left guessing. Write these in Settings → Notification templates.

Re-attempting the delivery

Once you've seen the reason, decide:

• Retry later today — if there's room in a route, reassign or refine the stop back in.
• Push to tomorrow — duplicate the stop into tomorrow's plan, or add it fresh.
• Fix the root cause — if the reason was Wrong address, correct the pin and let the Address Book remember it so it never fails that way again.

What's next

• Proof of delivery — the evidence behind every failed stop
• Mid-day changes — folding a retry into a plan that's already out