Report a pickup problem
The Driver App can expose two different pickup-problem actions in Order details: Pickup failed and Order not ready. Use the action that matches the current pickup situation and describe what happened accurately.
Availability
The controls have different visibility rules:
- Pickup failed can appear during a pickup-stage delivery when failed-pickup reporting and rejection controls are enabled.
- Order not ready can appear while the Driver is at the business, for a supported delivery type, when the project enables that action.
Loading, connectivity, effective order stage, delivery type, project configuration, and rejection gates can hide or disable either control. A visible control can still redirect to permission guidance after selection when the local gate is unresolved. Seeing the control or its form does not prove eligibility or that the server will accept the status.
Before you start
Confirm the order and the actual pickup condition before opening a problem form. Submitting either action can change the order, add history or messages, affect logistics and Driver state, and trigger realtime, notification, reporting, mail, webhook, job, or provider effects.
Order details can already refresh and follow location. Opening the pickup-problem form mounts another location hook that requests a current position, even though the reviewed client does not classify the Pickup failed or Order not ready status itself as a configured location-validation target. Form visibility does not prove effective permission, trusted location, eligibility, or submission.
Complete the task
- Open the correct active delivery in Order details.
- Choose the matching action:
- Select Pickup failed when the pickup cannot be completed.
- Select Order not ready when the business has not prepared the order and that control is visible.
- If the app opens Request permissions, review the permission request before returning to the order.
- In the form, select an accurate reason when the reason menu is useful.
- Enter a meaningful explanation in Please type your comments in here. The final button remains disabled when the comment is empty.
- If Upload status image appears, capture and review only the correct order's required image.
- Select the final Pickup Failed or Order not ready button once.
The reason menu is optional in the reviewed client payload; the comment is the visible client requirement. A non-empty field is not proof that the server accepted the reason or status.
Verify the result
The button press proves only that the Driver App attempted a status request. Wait for loading to finish, then refresh or reopen the order and verify its displayed status before continuing.
Order history, a status message, an image, a realtime event, a notification, or movement to another tab can settle separately. None is sufficient by itself to prove the entire pickup-problem workflow completed.
If the outcome is unclear, do not submit again immediately. Ask a dispatcher to verify the order's current status.
States and variations
| State | What appears | Safe next step |
|---|---|---|
| Pickup failed hidden | Stage or failed-pickup/rejection configuration does not expose it | Do not substitute another status; follow operational support guidance |
| Order not ready hidden | Stage, delivery type, configuration, or loading state does not expose it | Recheck the order and business readiness |
| Request permissions opens | The app permission aggregate did not pass | Review the request; do not infer later status eligibility |
| Form opens | Reason menu, comment field, and final action | Complete the visible fields; form visibility is not server eligibility |
| Empty comment | Final action disabled | Add a meaningful explanation |
| Reason not selected | Comment can still be submitted in reviewed client source | Choose a reason when accurate; do not infer that it is required or validated |
| Image required | Image area and disabled final button | Capture the correct image or stop and report the capture issue |
| Loading | Final or source controls can be disabled | Wait; do not repeat the action |
| Error or unchanged order | Status was not confirmed in the app | Refresh once and verify with a dispatcher |
| Grouped/list context | Similar source controls can exist in shared components | Use only a productively visible, approved individual-order path |
Troubleshooting
- If a control is missing, confirm the order stage and project configuration; do not use a different status as a workaround.
- If location access is unexpected, close the form and review the Driver App's location-permission guidance.
- If the final button remains disabled, check the comment, required image, and loading state.
- If the camera is unavailable, do not attach an unrelated image. Keep the order unchanged and report the problem.
- If connectivity changed during submission, reconnect and read back the order before deciding whether a retry is needed.
Related guides: Active delivery · Complete pickup · Location permissions · Navigate the Driver App