Handling Errors¶

This guide covers what happens when a QR code scan fails or a PIN entry is incorrect during customer collection confirmation. You will see how the error is displayed, understand common causes, and know how to retry the confirmation.

Prerequisites¶

You are logged in as a Pickup Point Officer
You have accepted a batch and orders are at at_pickup_point status
A customer is present to collect their order
You are on the delivery confirmation screen (QR scan or PIN entry mode)

Steps¶

Step 1: Attempt confirmation (QR code or PIN)¶

You are on the confirmation screen ready to verify the customer's delivery token. Either:

QR code mode — point your camera at the customer's QR code
PIN mode — ask the customer for their 6-digit PIN and enter it

Step 2: Error indication displayed¶

If the QR code is invalid or the PIN is incorrect, the app displays a clear error indication on screen. The error message identifies the problem:

Invalid QR code — "QR code is invalid. Please try again." displayed with a red error indicator
Incorrect PIN — "PIN is incorrect. Please try again." displayed with a red error indicator

The screen remains on the confirmation view so you can retry immediately.

Warning

The error display does not lock you out. You can retry immediately without navigating away from the screen.

Step 3: Identify the cause of the error¶

Before retrying, quickly check with the customer to identify why the error occurred:

Error Type	Common Causes
Invalid QR code	Customer showing QR code for a different order; QR code has expired; QR code is damaged or unreadable
Incorrect PIN	Customer misread or mistyped the PIN; customer providing PIN for a different order; typo when entering the digits

Tip

Ask the customer to confirm the order number or tracking reference. This helps verify they are presenting the correct delivery token for the order you are trying to confirm.

Step 4: Retry the confirmation¶

After identifying and addressing the issue, retry the confirmation:

To retry QR code scanning:

Tap the Scan Again button or re-focus the camera
Ask the customer to present the correct QR code
Ensure the QR code is clearly visible and well-lit

To retry PIN entry:

Clear the PIN input field
Ask the customer to carefully re-read their 6-digit PIN
Enter the PIN digits and submit

You can also switch between methods if one is not working:

Tap Enter PIN to switch from QR mode to PIN entry
Tap Scan QR to switch from PIN mode to QR scanning

Step 5: Successful confirmation after retry¶

Once the correct QR code is scanned or the correct PIN is entered, the confirmation succeeds. The order transitions to delivered status and GPS location is recorded.

Result¶

After successfully retrying:

The order status transitions to delivered
GPS location is recorded with the confirmation
The customer receives their goods
The confirmation is logged in the order history

If the error persists after multiple retries, see Troubleshooting below.

Troubleshooting¶

Issue	Cause	Solution
QR code keeps failing after multiple scans	QR code may be for a different order or has expired	Ask the customer to verify their order number. Check if the token matches the order you selected for confirmation.
PIN is rejected but customer insists it's correct	PIN may belong to a different order, or the customer is reading an old/expired token	Verify the order reference with the customer. Ask them to check their latest notification for the correct PIN.
Camera won't focus on QR code	Poor lighting or damaged screen	Switch to PIN entry mode as an alternative. Ask the customer for their 6-digit PIN instead.
Error message not clearing	App display issue	Tap Scan Again or clear the PIN field to reset. If the issue persists, close and reopen the confirmation screen.
Customer has no QR code or PIN	Customer may not have received the delivery token notification	Verify the order is at at_pickup_point status. Ask the customer to check their notifications or SMS for the delivery token. Contact your depot officer if the token was never generated.
Repeated failures for the same order	Token may have been invalidated or order status changed	Refresh the order list. If the order is no longer at at_pickup_point status, it may have been reassigned or cancelled. Contact your Destination Depot Officer for guidance.