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> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# What happens if a customer isn't home?

If nobody is home, your driver records this in the app. You see it immediately in apomap and decide how to proceed with the order.

## What your driver does

In the driver app, they tap **Undeliverable** and choose a reason: **Not home**, **Address not found**, **Delivery refused**, **Shop closed** or **Other reason**. Alternatively, they can leave the parcel with a **neighbour**, at a **safe place** with a photo, or in the **letterbox**. → [Completing a delivery](https://hilfe.apomap.de/en/article/wie-liefere-ich-ein-paket-aus-npym10/)

## What you see in apomap

- In the **tour progress**, the stop is marked red.
- In the order's details under **Delivery details** you see how often the customer was **not home**.
- The **order history** shows "Delivery failed" with time and driver.
- If someone else accepted the delivery, this is shown in the **Recipient** card; if it was left at a safe place, you'll find the photo under **Proof of delivery**.

## What happens next?

The order isn't lost after the tour. By default, it returns to the status it had before the tour (e.g. **Packed**), and you simply plan it again, for example for the next day. → What do I do with orders that weren't delivered?

If **Failed deliveries require approval** is active for your pharmacy, the order goes straight to **Clarification** instead. Then you should clarify how to proceed, for example by calling the customer. You'll find the setting in the pharmacy's settings under **Scanning & checks**: select the pharmacy at the top left instead of "Global".