Lesson 9: Delivery Problems & Status Codes

ROLO MobileTek Driver Training • Lesson 9 of 10

Lesson 9: Delivery Problems & Status Codes

Know what to do when a delivery cannot be completed normally.

Never guess when there is a delivery problem. Document the issue correctly inside MobileTek.

Why This Matters

Incorrect statuses, missing notes, or poor communication create customer complaints, failed deliveries, payment disputes, and dispatch confusion.

If there is a problem at the stop, it must be documented correctly inside MobileTek.

Problem Happens → Select Status → Add Notes → Add Photos → Contact Dispatch

Common Delivery Problems

  • Customer unavailable
  • Wrong address
  • Business closed
  • Access gate or entry issue
  • Damaged package
  • Customer refused delivery
  • Barcode will not scan
  • Missing package
  • Unsafe delivery location

Watch This Example: Delivery Exceptions & Status Workflow

Watch these walkthroughs showing how to handle delivery issues, exceptions, and status updates inside MobileTek.

Exception / Status Workflow

Delivery Problem Handling

Focus on:

  • How to select the correct delivery status
  • How to document delivery problems clearly
  • How to add notes and photos correctly
  • When dispatch should be contacted

What You MUST Do

  1. Select the correct status code or exception status.
  2. Add clear notes explaining what happened.
  3. Take photos if needed.
  4. Contact dispatch immediately if the stop cannot be completed.
  5. Wait for instructions if needed.

Do NOT complete a stop incorrectly just to clear the route.

Good Notes vs Bad Notes

Bad Note:

“No answer.”

Good Note:

“Arrived at 2:14 PM. Called customer twice with no answer. Front gate locked. Dispatch notified.”

Never Do These Things

  • Do not mark a stop complete if delivery did not happen
  • Do not guess a status code
  • Do not leave the stop without documenting the issue
  • Do not wait until the end of the route to report problems
  • Do not use vague notes
  • Do not ignore failed deliveries

ROLO Standard:
Problems must be communicated immediately — not hours later.

Success Check

You should now understand:

  • When to use a status code
  • How to document delivery problems
  • Why notes and photos matter
  • When dispatch must be contacted
  • How to properly handle failed deliveries

Need Help?
If you are unsure which status to use or how to document the stop correctly, contact dispatch before completing the stop.

If there is a problem, document it correctly and communicate immediately.

Continue to Lesson 10 →
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