When managing orders in the Driver App, drivers can use the Issue button to update an order's status when encountering specific situations. This feature helps ensure smoother pickup and delivery operations by keeping the store informed of any issues in real time.

When the driver taps the Issue button, they will be able to select from the following options:

1️⃣ Ask the Customer to Reschedule
2️⃣ Remove Order from Assigned Driver
3️⃣ Nothing to Pickup

If a customer is unavailable for a scheduled pickup or delivery, the driver can mark the order as "Ask the Customer to Reschedule."

✔ The order is unassigned from the driver and returns to the main orders feed for reassignment.
✔ A letter 'R' will appear next to the order, indicating that the customer needs to reschedule it online.
✔ The customer will be notified of the request, and store staff can assist with rescheduling if necessary.

If a driver mistakenly assigns an order to themselves or cannot complete it, they can unassign the order using this option.

✔ The order is unassigned from the driver and returns to the main orders feed for reassignment.
✔ Another driver or user can reassign the order as needed.

This option is ideal for scheduled repeat pickups where the customer hasn’t left anything out. It helps your drivers report the issue quickly and ensures your business doesn’t lose out.

✔ A Nothing to Pickup fee is automatically added to the order (if enabled).

✔ If you’re using CleanCloud Pay or Clearent, the fee will be charged automatically to the customer’s card.

✔ A note is added to the order indicating there was nothing to collect.

✔ The stop is cleared from the driver’s route.

✔ If the driver takes a photo before marking “Nothing to Pickup,” it’s saved to the order and visible in the POS and Customer App.

✔ Store staff can follow up as needed — for example, by contacting the customer or deleting the order.