Report a problem screen
The driver app's Report a problem screen for a pickup or delivery that can't be done: the reasons, what will happen, photos, Mark as failed versus Send report, and the return to the depot.
On this page
Open an order, tap ⋯ and choose Report a problem. The same screen either marks the stop as failed or only sends a report to dispatch, and it always tells you which before you confirm. For the steps in order, see Report a failed delivery.
At a glance
| Area | What it does |
|---|---|
| Order number | The order you are reporting on |
| What went wrong? | Pick one reason |
| What will happen | A box that states the result before you confirm |
| Note (optional) | Details for dispatch |
| Photos (optional) / Photos (required) | Photos of the door, the damage, the sign |
| Mark as failed or Send report | The button at the bottom |
Reasons
The built-in reasons are Customer absent, Wrong address, Package damaged, Customer refused, Can't access, Unsafe location and Other. Your company can replace them with its own list, with reasons for pickups and for deliveries; some of its reasons require a photo (the line under the button then says Add a photo for this reason).
Until you pick one, the line under the button says Choose what went wrong to continue.
What will happen
| Box text | Meaning |
|---|---|
| This will mark the delivery as failed. Attempt 1 of 3 — it will be retried. | A failed attempt; your dispatcher plans another one |
| … Final attempt 3 of 3 — the order will be marked failed and cannot be retried. | The last attempt |
| … The parcel goes back to the sender. | The reason sends it back |
| … Dispatch decides what happens next. | The order is held for your dispatcher |
| This will mark the pickup as failed. | The same at a pickup |
| This sends a report to your dispatcher. The order status does not change. | The order can't fail at this stage (for example before you started the pickup), so only a report is sent |
An attempt can fail while the order is Heading to pickup, At pickup, In transit or At delivery. In the other statuses (Assigned, Accepted, Picked up) only a report is sent.
The button
| Button | When | What happens |
|---|---|---|
| Mark as failed | the stop can fail | Opens Mark as failed? with the reason and the result. Confirm failure fails it; Cancel goes back. |
| Send report | report only | Sends the report: Report sent |
After a failure you see Customer absent reported. Order is now Failed (or the new status) and go back. Without signal you see Problem saved offline. It will sync when you are back online.; it is sent with its photos when you are back online.
After a failed delivery
The order shows the failed attempt and its reason. If the package has to go back, it says Bring the package back to the depot. with Scan depot code and Returned to my depot (see The order screen).
Reported problems
Orders > Reported problems lists every report with Open, In review or Resolved.
Related articles
- How-toReport a failed deliveryMark a delivery attempt as failed with a reason and photos, or send a problem report, and bring the package back to the depot.
- Page guideOrder screenEverything on one order in the driver app: the progress bar, the Pickup and Delivery stops with Navigate, Call and Text, stops, cash, packages, notes, pay, proof, history, the next-step button and the Order actions menu (report, contact, edit, transfer, decline).
- How-toContact dispatch and get helpMessage or call your dispatcher, read notifications, and report a problem with the app.
- How-toInstall the app and sign inAccept your invitation, install the NemiRoute driver app, sign in with your company ID and turn on fingerprint or face unlock.
Still stuck?
Ask your courier company: they can see your account. Or tell us what you were trying to do.