When something goes wrong

Not every stop goes cleanly. The driver app has four "something went wrong" paths, each scoped to how much of the order is affected.

Flag a single item

On the order detail screen, tap any item to open the flag sheet. Pick what's wrong (missing, damaged, wrong item supplied, wrong quantity, expired, or something else), enter how many units are affected, add an optional note, and — for reasons that roll forward — a rollover date. This stages the issue for dispatch without finalising the stop; the driver can still confirm the rest of the order normally afterwards.

Report an issue (whole stop)

The quiet "Report an issue" link in the footer opens a bottom-sheet picker: No-one home, Can't find address, Items wrong or missing, Damaged in transit, Customer refused, Safety concern, or Other. The picker routes to the right flow — item problems point the driver at the items list, a refused stop opens Return to depot, and the rest open the Issue Capture screen.

Issue Capture (failed attempt)

The Issue Capture screen collects a photo or two, a quick-reason chip, and a free-text note for dispatch. GPS, timestamp, and order ID auto-attach. Sending it logs a failed attempt — the order goes back into the queue (typically tomorrow) unless a dispatcher intervenes.

Return to depot

When the whole stop fails and the goods are coming back — customer refused everything, unrecoverable wrong address, severe damage in transit — the driver uses Return to depot. Every on-truck item is logged as returned, the order flips to the terminal "returned" status, a dispatch flag is raised, and the customer's tracking page shows "Couldn't deliver — returning to depot". Dispatch decides next steps (re-attempt, refund) from the dashboard.