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

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".

Updated on: 04/11/2026