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.
Issue Options in the Driver App
When the driver taps the Issue button, they will be able to select from the following options:
Ask the Customer to Reschedule
If a customer is unavailable for a scheduled pickup or delivery, the driver can mark the order as "Ask the Customer to Reschedule."
What Happens Next?
✔ 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.
Remove Order from Assigned Driver
If a driver mistakenly assigns an order to themselves or cannot complete it, they can unassign the order using this option.
How It Works:
The driver opens the assigned order in the Driver App.
Tap the Issue button.
Select Remove Order From Assigned Driver.
What Happens Next?
✔ 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.
Nothing to Pickup
This option is particularly useful for repeat pickups when a customer has scheduled a pickup but has left nothing out.
How It Works:
The driver selects Accept and Navigate for the scheduled pickup.
Upon arrival, they tap the Issue button.
Select Nothing to Pickup from the options.
What Happens Next?
✔ A note is automatically added to the order stating there was nothing to pick up.
✔ The order moves to the Detail/Cleaning page and is cleared from the driver’s feed.
✔ If the driver takes a photo before marking "Nothing to Pickup," it will be attached to the order and visible in the POS and Customer App.
✔ Store staff can take action, such as contacting the customer or deleting the order if necessary.
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