Return to Depot

Initiate a return-to-depot request when a customer is unavailable at the delivery address and you cannot complete the delivery. A reason must be provided explaining why the order is being returned. The Destination Depot Officer is notified so they can plan for the returned orders.

Prerequisites

• You are logged in as a Driver
• You have accepted the delivery assignment (order status is on_route)
• The customer is unavailable at the delivery address
• The order's driver_handover_status is accepted (not already returning)

Steps

Step 1: Open your On Route deliveries

Navigate to the Door Delivery screen and select the On Route tab. This shows all orders currently assigned to you for delivery.

Step 2: Select the order(s) to return

Select the order or orders that you need to return to the depot. You can select multiple orders if the customer is unavailable for more than one delivery at the same address.

Step 3: Tap "Return to Depot"

With one or more orders selected, tap the Return to Depot button. This option is only available for orders that are currently on route and not already marked for return.

Step 4: Provide a reason for the return

A dialog appears prompting you to explain why the order is being returned. This field is required — you cannot proceed without providing a reason.

Choose from suggested reasons or type your own:

• Customer unreachable — no response at the delivery address
• Multiple failed attempts — you have tried delivering more than once
• Wrong address — needs correction — the address does not match or the customer has moved
• Vehicle issue — mechanical failure preventing delivery completion

Reason is required

The reason you provide is recorded in the order's audit trail and included in the notification sent to the Destination Depot Officer. Be specific so they understand the situation and can take appropriate action.

Step 5: Confirm the return

After entering your reason, tap Return to Depot to confirm. The system updates the order status and notifies the depot.

Result

After confirming the return:

• The order's driver_handover_status transitions to returning_to_depot
• The order remains assigned to you until the depot accepts the return
• The Destination Depot Officer receives a notification titled "Driver Returning Orders" with your reason included
• The return reason is recorded in the order's audit trail
• A confirmation message appears: "Return initiated — awaiting depot acceptance"

Orders stay with you

Returned orders remain in your On Route list (marked as returning) until the Destination Depot Officer accepts them back at the depot. You are still responsible for the physical goods.

Troubleshooting

Issue	Cause	Solution
"Return to Depot" button not visible	No orders are selected, or selected orders are already marked for return	Select at least one on-route order that is not already returning
Cannot submit without a reason	The reason field is required	Enter or select a reason explaining why the delivery cannot be completed
"Selected orders are already marked for return" message	You selected orders that are already in returning_to_depot status	These orders are already pending return — no further action needed
Need to cancel a return request	Customer became available after you initiated the return	Use the Cancel Return option on the order card to resume delivery
Depot officer not receiving notification	Push notifications may be disabled on their device	Contact the Destination Depot Officer directly to inform them of the return
Customer arrived after initiating return	The customer showed up after you started the return process	Cancel the return request and proceed with Confirming Delivery