A delivery exception is a problem that stops you from finishing a pickup or drop-off: a locked gate, a closed business, or the wrong address, for example. Delivery Exceptions is the way to report that problem right from the app.

Before, you'd call support or message us in Chat for these problems. Now, use Delivery Exceptions instead. It walks you through exactly what to do for your problem, and it gets the right details to our support team faster.

You can still reach a real person any time. Every report has a Dispatch Support button that opens a chat with your problem pre-filled.

Use it any time a problem is stopping you from finishing a stop, including:

For anything that isn't stopping you at a stop right now, questions about your account, your pay, or the app in general, keep using Chat like you do today.

1. Open the stop and tap Report an Issue. From the stop you're at, open the stop details screen and tap Report an Issue.

2. Choose the problem that matches what's happening from the list.

3. Follow the steps for that problem. Depending on what you picked, you might be asked to call the contact, wait a few minutes, take a photo, or write a note.

4. Review and tap Confirm. When you finish the last step, check the details and tap Confirm.

If you already have a report open at this stop, the button says Open Issue instead. Tap it to pick up where you left off.
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Changed your mind before you finish choosing a problem? Tap Nevermind to back out. Once you've started a report, it can't be edited, but see "Can I change or cancel my report?" below.

Address not correct (Pickup)
Choose this when the pickup address doesn't match where you are, or looks wrong.
​You will need to: Call the pickup contact and ask for the right address. If they don't answer, you'll wait a few minutes at the location. You can add a photo of the location (optional), and you'll write a note about what you see.

Location closed (Pickup)
Choose this when the pickup location is closed.
​You will need to: Call the pickup contact to let them know the place is closed. If they don't answer, wait a few minutes. Take a photo of the entrance, including any posted hours or sign, and write a note about what you see.

Access denied (Pickup)
Choose this when you can't get onto the property: a locked gate, door, or buzzer with no code.
​You will need to: Call the pickup contact and ask for the gate code or how to get in. If they don't answer, wait a few minutes. Take a photo of the gate, door, or buzzer (not of people), and write a note about what's blocking you.

Nobody available (Pickup)
Choose this when no one is at the pickup to help you.
​You will need to: Call the pickup contact to let them know. If they don't answer, wait a few minutes. You can add a photo showing you're at the location (optional), and write a note about whether the place looks open.

Missing items (Pickup)
Choose this when some of the items you were supposed to pick up are missing.
​You will need to: If you're not still with the pickup contact, you can call them to let them know (optional). Take a photo of everything you did receive, and write a note about what's missing and what you were told.

Items don't fit your vehicle (Pickup)
Choose this when the items are too big, heavy, or numerous for your vehicle.
​You will need to: Take a photo of the items, and your vehicle if you can, and write a note with details like size, weight, or how many items there are.

Items damaged (Pickup)
Choose this when items are damaged before you load them.
​You will need to: Take a photo of the damage before you load anything, and write a note about what's damaged.

Address not correct (Drop-off)
Choose this when the delivery address doesn't match where you are, or looks wrong.
​You will need to: Call the recipient and ask for the right address. If they don't answer, wait a few minutes. You can add a photo of the location (optional), and write a note about what you see.

Location closed (Drop-off)
Choose this when the drop-off location is closed.
​You will need to: Call the recipient to let them know the place is closed. If they don't answer, wait a few minutes. Take a photo of the entrance, including any posted hours or sign, and write a note about what you see.

Access denied (Drop-off)
Choose this when you can't get onto the property at drop-off.
​You will need to: Call the recipient and ask for the gate code or how to get in. If they don't answer, wait a few minutes. Take a photo of the gate, door, or buzzer (not of people), and write a note about what's blocking you.

Nobody available (Drop-off)
Choose this when no one comes to the door at drop-off.
​You will need to: Call the recipient to let them know no one's answering. If they don't answer, wait a few minutes. You can add a photo showing you're at the location (optional), and write a note about how you tried to reach them.

Delivery refused (Drop-off)
Choose this when the recipient refuses the delivery.
​You will need to: You can add a photo of the drop-off spot and the items you still have (optional, avoid photos of people), and write a note about the reason they gave.

Items damaged (Drop-off)
Choose this when items are damaged by the time you reach drop-off.
​You will need to: Take a few photos of the damage from different angles, and write a note about what's damaged and when you noticed it.

Each step you complete (a call, a wait, a photo, or a note) is sent in right away. When you tap Confirm on the last step:

Some reports close right away so you can continue your route:

Others go to our support team for review, and the stop stays on hold until they get back to you:

If your problem requires you to wait at the stop, stay there until you hear back or the wait time ends. There's no notification when your report is resolved. If someone from our support team needs to reach you, they'll call you directly.

You can also check by opening the stop again; if it's been resolved, you'll see that when you reopen it.

If something isn't working while you're submitting a report, tap Dispatch Support on that screen to reach our support team directly. It sends them your order and problem details automatically, so you don't have to explain it all over again.

Delivery Exceptions is for problems that stop you from finishing a stop. It is not for emergencies.

If you or anyone else is in danger, or you feel unsafe, call 911 (or your local emergency number) first. Report the problem in the app afterward, once you're safe.

Needs product confirmation before publishing: what to tell drivers to do for an urgent situation that isn't a 911 emergency.

Why should I use Delivery Exceptions instead of Chat or calling support?
It gets your information to the right team faster, and walks you through exactly what to do for your problem.
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Which problems should I report here?
Anything that's stopping you from finishing a pickup or drop-off: a wrong address, a closed location, not being able to get in, nobody available, missing or damaged items, items that don't fit your vehicle, or a refused delivery.
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What happens after I send my report?
Some reports close automatically once you finish the steps. Others are reviewed by our support team, and the stop shows Open Issue until it's resolved.
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What should I do while I wait?
Stay where you are until the wait time ends or you hear back, especially if your problem requires you to stay at the stop.
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Can I change or cancel my report?
You can't edit a report once you've started it. If your problem gets resolved on its own before you finish, you can end the report early and choose the reason why.
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Can I report more than one problem?
Yes.
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Do I need to add a photo?
It depends on the problem you pick. Some require one, some don't. The app will tell you.
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What should I do if Delivery Exceptions is missing or does not work?

Needs product confirmation before publishing: what to tell a driver who doesn't see Delivery Exceptions in their app yet.
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When should I still use Chat or another support process?
For anything that isn't blocking you at a stop right now, like questions about your account, your pay, or the app in general.