Customer not home? Reporting a delivery as undeliverable

If you can't hand over a parcel, report it in the app. The pharmacy sees the reason immediately and replans the order.

At the stop:

Tap Undeliverable at the bottom left.
Choose the reason: Not home, Address not found, Delivery refused, Shop closed or Other reason.
If needed, write a note, e.g. "Notification card left in the letterbox".
Tap Undeliverable.

Delivery not possible

From the navigation: Tapping the warning triangle in the in-app navigation also reports the delivery as not possible.

The chosen reason and your note are then visible to the pharmacy. Take the parcel back to the pharmacy with you.

In the tour, the stop then appears in red as Failed with the remark "Order could not be delivered on the first attempt". The app jumps straight to the next customer. The outstanding amount appears in the cash report under Not paid.

Tip: Give the customer a quick call first – often they're at home after all or can name a neighbour (→ Alternative delivery – neighbour, safe place, letterbox).

→ What the pharmacy does next: What happens if a customer isn't home?

Updated on: 04/11/2026

Was this article helpful?

Thank you!