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Recover Packages

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Written by Support
Updated today

This article explains how to recover packages that have failed at pickup, allowing you to re-dispatch them to new tours.

Overview


Introduction

When a driver arrives at a merchant for package pickup but the package isn't ready, the driver can mark the package as "Failed". Previously, failed packages could only be recovered to the Hub, cancelled, or force-delivered. Now, dispatchers can transition packages directly from "Failed" to "Created" status, allowing them to re-dispatch these packages to new tours without using workarounds.


How to recover a failed package

From the Package Details page

Navigate to the Package Details page for the failed package and click the Recover button (previously labeled 'Mark as At Hub').

In the confirmation modal, select whether to recover the package to:

  • Its original location (to put it back in "Created" status)

  • A hub (to put it in "At Hub" status)

Confirm your selection, and the package will transition to the "Created" status.

Once a package is recovered to "Created" status, it can be dispatched to a new tour for pickup. The package maintains its original tracking ID and journey history.

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