The driver app

Drivers do not work in the browser. They use the Complaia mobile app on a phone. In the app a driver can:

• see the routes they are assigned to;
• follow the route from stop to stop on a map;
• scan the parcels at the door and record proof that the customer received them;
• take cash on delivery;
• report a delivery that failed, or that the customer took only in part.

While the route is under way, the phone also sends its position to the office. This page is written for the driver. The last tasks are for the person in the office who sets drivers up.

Where to find it: in the Complaia mobile app (iOS and Android): Home → Deliveries → My routes. In the browser you only prepare the work: Settings → Users → New user creates the driver's account, and Logistics → Planning → New route gives the driver a route.

When you'll use it

• You drive a delivery route that the office planned.
• You hand parcels over and record proof that the customer received them.
• You take money from a customer who pays on delivery.
• Nobody is at the address, or the customer refuses part of the goods.
• You pick up a return from a customer and bring it back to the warehouse.
• You stop for a break during the route.

Key concepts

Driver — a user whose role includes the Driver: delivery and proof of delivery on own routes permission. The built-in Driver role has only this permission. See Make someone a driver.

Own routes only — My routes shows only the routes where you are a driver. A route with two drivers appears for both of them. This is true even for someone who can see every route in the browser.

Stop — one place you visit on the route. You see four kinds of stop:

• Delivery — you hand a shipment to the customer.
• Customer pickup — you take a return from the customer.
• Warehouse unload — you bring that return back to the warehouse.
• Custom stop — any other task the office added, for example refuelling.

Breaks that the office planned appear in the stop list, without a number. Loading at the warehouse is not on your list, because the warehouse does it.

Route status — the card of each route shows Planned, Approved or On route. On route means that the route has started. Finished routes leave the list.

Proof of delivery (POD) — the evidence that a handover happened. You always scan the parcels. Depending on your company's settings, the app also asks for a photo, the recipient's signature or a PIN. The office sets this up under Deliveries and notifications.

Delivery PIN — a short code that the customer gets in the delivery message. At the door the customer reads it out and you type it into the app. It is not the same as the order-portal PIN, which the customer uses to open their order online.

Cash on delivery (COD) — money you take from the customer at the door. The app shows the amount. It does not close the delivery until you confirm that you have the money.

Saved on the phone — a delivery you finished without a signal. The phone keeps it and sends it to the office when the signal comes back. See Work without a signal.

The screens

My routes

My routes lists your routes in three groups: Active route, Today and Upcoming. Each route card shows:

• the route name and the date, with the planned time from the first stop to the last;
• the vehicle's registration number and the warehouse you leave from;
• how many stops are done, for example Stops: 2 / 7, and a progress bar;
• the status. A route that is still on the road after its day has passed also shows Overdue.

The card of your nearest route is larger. The nearest route is the one on the road, or else the first one for today. Its card shows a small map and the next stop. A large button at the bottom of the screen opens that route.

To reload the list, pull it down. The list also updates by itself when the office changes your routes.

📷 Screenshot to add: the My routes screen — the nearest route card with its map and next stop, one more route card below, and the large button at the bottom.

The route screen

Tap a route card to open the route. The whole screen is a map:

• numbered pins show the stops, and a separate pin shows where you leave from;
• a dot shows where you are;
• a line shows the way along the roads. While the app works it out, the map says so.

At the top you see the route name and the place you leave from. While the route is On route, the pause button is in the top right corner.

Above the bottom panel, two small readings show the distance to the current stop and the planned arrival time. The distance is measured in a straight line, not along the roads. Before the phone knows your position, you see only the planned arrival. The time turns amber when you are up to 15 minutes late, and red after that.

The bottom panel shows the current stop:

• Stop 3 of 7 and a progress bar, with the List button that opens all stops;
• the customer, the address, and how many parcels you have scanned there;
• the goods to hand over, with photos. Tap a product to see a large photo, its code and all its features;
• one large button for what to do next, for example Deliver;
• below it, Navigate and Delivery failed.

Swipe the stop card left or right to see the next stops. The stop you leave on screen becomes the current stop. Swipe the panel up or down to open the stop list.

📷 Screenshot to add: the route screen — map with numbered pins and your position, the distance and arrival readings, and the bottom panel with the current stop, the goods photos, the Deliver button, Navigate and Delivery failed.

The stop list and the stop details

The stop list shows every stop in the order of the plan. Each line has the kind of stop, the planned time range at the stop, the customer, the address and the shipment number. A tick marks a stop that is done.

Tap a stop in the list, or a pin on the map, to open its details:

• the stop number, the kind of stop, the customer and the address;
• Navigate, and Call if the office has a phone number for the customer;
• Cash on delivery with the amount, if the customer pays on delivery;
• a note from the office, if there is one;
• Arrival (the time planned by the office) and Customer window (the delivery time given to the customer);
• how many parcels you have scanned, the shipment number and the customer's reference;
• the goods, with photos, codes and features.

At the bottom are the buttons for that stop: the main action, Go here now and Delivery failed.

Common tasks

Sign in

1. Open the app.
2. Type your Email or username and your Password.
3. Tap Sign in.
4. If the app offers Sign in without a password, tap Turn on to sign in with your face or fingerprint from now on. Tap Not now to skip.
5. On the home screen, tap My routes in the Deliveries section.

Remember me keeps your login filled in next time. Forgot password? opens the password reset page in the browser.

You can be signed in on one phone at a time. If you sign in on a second phone, the first one shows Signed in on another device, and its session ends. Signing in on a computer does not sign you out of the phone.

Start a route

How a route starts depends on whether the warehouse loads it first.

A route with loading at the warehouse:

1. Open the route and look through the stops. The panel says Deliveries unlock after loading.
2. Wait while the warehouse scans the parcels onto the vehicle. You do not need to tap anything. The route changes to On route by itself as soon as loading begins.
3. When loading is finished, go back to My routes and open the route again. The delivery buttons appear, and the phone starts to send your position.

A route with nothing to load, for example only customer pickups or custom stops:

1. Open the route and tap Start route.
2. Check the message and tap Start.

The office sees the route as started, and the phone starts to send your position.

You cannot deliver, collect or report a failure before the route has started. Until then, the stop details say why the buttons are missing.

Drive to a stop

1. Tap Navigate. The current stop opens in your phone's map app.
2. To look at another stop, tap List or a pin on the map, and choose the stop.
3. To handle that stop first, tap Go here now in its details. It becomes the current stop. The numbers of the plan do not change.
4. A bar Previewing another stop reminds you that you left the plan. Tap Back to plan to return to the planned order.

The route screen does not refresh by itself. To see the latest changes from the office, go back to My routes and open the route again.

Complete a delivery

Tap Deliver on the current stop. The delivery opens full-screen and takes you through the steps that your company requires.

1. Scanning — point the camera at each parcel's code.
   • The list shows the parcels to scan and ticks each one you scan.
   • If a code will not scan, type it into the field under the list.
   • When every parcel is scanned, the app moves on by itself. You can also tap Next: take photo at any time.
2. Photo — tap the round button to photograph the goods where you left them. You can take up to five photos. Then tap Next.
   • If photos are not compulsory, you can tap Continue without photo.
3. Signature — only if your company requires it.
   • Type the name of the person who signs.
   • Let them sign on the screen. Clear signature starts again.
   • Tap Next.
4. PIN — only if your company requires it. Ask the customer for the code from their delivery message and type it under Recipient PIN. Then tap Next.
5. Confirmation — check the summary under Finish delivery.
   • If the customer pays on delivery, take the money and tap the Cash on delivery tile. See Take cash on delivery.
   • Drag Swipe to finish → to the right.

The app shows Delivery complete. The office sees the shipment as delivered, and the next stop becomes the current one. If your company sends delivery messages, the customer gets a confirmation.

If your company does not require a photo, a signature or a PIN, the shipment already counts as delivered when you scan its last parcel. Cash on delivery is the exception. Still finish the steps, so that your photo and the details reach the office.

To leave a delivery halfway, tap the cross in the top left corner. If you have already scanned parcels, taken photos or collected a signature, the app asks first. Photos and the signature are lost. Scanned parcels stay scanned, so you can finish the delivery later.

📷 Screenshot to add: the delivery confirmation screen — the Cash on delivery tile, the summary of parcels, photos and signature, and the swipe bar at the bottom.

Finish a delivery with nobody there

If your company allows contactless deliveries, the photo step and the signature step show Customer absent / left at address. Tap it to finish without a signature and without a compulsory photo. The summary then says Contactless delivery.

A required PIN still applies. Without the customer's code you cannot close the delivery this way. Report it as failed instead. Cash on delivery also still applies.

Take cash on delivery

1. Before you leave the vehicle, check the amount under Cash on delivery in the stop details.
2. At the door, take the money.
3. On the confirmation screen, tap the Cash on delivery tile. It turns green.
4. Drag the swipe bar.

Until you tap the tile, the swipe bar shows Confirm the cash payment first and does not move. Closing the delivery records the payment on the customer's order, so tap the tile only when you have the money.

Good to know:

• If the amount is unknown, the tile says Amount to be confirmed by the office. Ask the office how much to take, then confirm. The office records the exact amount.
• If the customer takes only some of the parcels, the app works out the amount for those parcels. Wait until the amount appears.
• On a cash-on-delivery shipment, scanning the last parcel does not close the delivery. Only your confirmation does. The route cannot finish by itself before that.
• If the office turned on cash on delivery after you opened the route, the app may not know about it. When you swipe, the app returns to the confirmation screen and shows the tile. Tap it and swipe again.

Hand over only part of a shipment

1. In the Scanning step, scan only the parcels the customer accepts. Then continue through the steps.
2. On the confirmation screen, the summary shows Handed over 2 of 3 and the parcels that go back.
3. Under Why it goes back, check the reason. Refused is selected at first. The button next to the reasons shows more of them.
4. Drag the swipe bar. It reads Hand over 2, take back 1.

The parcels you handed over are delivered. The other parcels stay in the vehicle. They become a separate shipment with a new number and the status Not delivered, and the office can plan them again. The parcel labels do not change. Bring these parcels back. The warehouse takes them in under Route returns. For a cash-on-delivery shipment you take only the amount for the parcels you handed over.

One product sometimes comes in several parcels. If you hand over only some of them, the summary warns you. That product still counts as delivered. Deliver the missing parcels later, or take the whole product back.

Report a delivery that couldn't be made

1. On the route screen, tap Delivery failed under the current stop. For another stop, open its details and tap Delivery failed. In the details of a customer pickup, the button says Pickup failed.
2. Choose a reason: Recipient absent, Refused, Wrong address, No access, Goods damaged, Rescheduled or Other reason.
3. If you want, add a note in Note (optional).
4. Tap Report failure.

The app confirms the report, and the stop leaves your route. The shipment gets the status Not delivered and goes back to the office with your reason. The office can put it on another route. See Deal with a delivery that failed. Bring the goods back. The warehouse takes them in under Route returns.

You can also report the failure from inside a delivery. If you reach the confirmation screen without scanning anything, the app tells you that this is not a delivery and shows Delivery failed.

Collect a return from a customer

At the customer:

1. At a Customer pickup stop, tap Collect goods.
2. Photograph the goods and their condition. For a pickup the photo cannot be skipped.
3. If the office gave you a return label, stick it on the goods and scan it. With no label, tap Next.
4. Collect a signature if your company requires it.
5. Drag Swipe to confirm pickup →.

The app shows Goods collected.

Back at the warehouse:

1. Open the Warehouse unload stop and tap Unload.
2. Drag Swipe to confirm unloading →.

The swipe bar stays locked until the pickup at the customer is confirmed. It then shows Confirm the customer pickup first.

Handle a custom stop or take a break

Custom stop

A custom stop has no parcels. When you are done there:

1. Tap Mark as done.
2. Confirm.

The stop closes without a scan, and the office sees it as done.

Break

1. Tap the pause button in the top right corner of the route screen. A bar shows since when your break lasts.
2. When you drive on, tap End on the bar, or tap the pause button again.

The break also ends by itself when the vehicle moves more than 150 metres away. The office sees your break on the route's timeline. You can take a break only on a route that is On route and whose position this phone is sending.

Complete the route

When the last stop is done, the route usually completes by itself and leaves My routes.

If the panel says All stops handled and shows Complete route, tap it and confirm.

To end the route before every stop is handled, for example at the end of the day:

1. Tap List.
2. At the bottom of the list, tap Complete route.
3. Read the window carefully. It lists the shipments you did not deliver and what will happen to them:
   • a shipment with boxes in the vehicle gets Not delivered, and its boxes wait at the warehouse under Route returns;
   • a shipment with no boxes in the vehicle goes Back to planning;
   • a return you did not pick up goes back to planning;
   • a return you picked up waits to be received at the warehouse.
4. Tap Complete route, or Go back to continue the route.

If deliveries from this route are still waiting on the phone, the app first shows Send the saved deliveries first. Wait until they reach the office, then complete the route. After the route is completed, they can no longer be sent.

After you complete the route, the phone stops sending your position and the app returns to My routes.

Work without a signal

The app keeps working where there is no signal:

• A scan is checked against the parcel list on the phone. A correct code is marked Saved on the phone.
• Photos are kept on the phone.
• When you swipe to finish, the delivery is stored. The app shows Saved on the phone and tells you not to repeat the delivery.
• My routes and the route screen show a bar Waiting to reach the office with the number of deliveries. Tap it to open Deliveries saved on the phone.
• Positions recorded without a signal are sent later as well.

The app sends saved deliveries by itself when the signal returns, and tries again about every minute while it is open. You do not need to do anything.

Sometimes the office system refuses a saved delivery, for example because the office cancelled the shipment. The bar then turns red. Open the list to see the reason:

1. Talk to the office about the shipment.
2. Tap Retry when the office has fixed the problem.
3. Or tap Remove from phone and confirm. The photos, the signature and the scans are deleted, and you have to do the delivery again or report it as failed.

Deliveries that wait longer than 7 days are deleted from the phone, even if they were not sent. Do not uninstall the app while deliveries are waiting.

📷 Screenshot to add: the Deliveries saved on the phone list — one entry waiting for a signal and one refused entry with its reason, Retry and Remove from phone.

Position reporting

• The phone sends your position once the route is On route, loading is finished and you have opened the route on this phone. It does this with the screen off as well.
• It sends about once a minute, and more often while you are moving. The office sees the vehicle on the route's map.
• On Android, if location is not allowed yet, the app first explains why it needs it in a window called Location during the route. Tap Turn on location, then allow location when the phone asks. If you tap Not now, the office does not see your position on this route. The app asks again after you close it and open it again.
• While the phone sends your position, it may show a notification that the route is in progress.
• The phone stops sending your position when you complete the route in the app, or when you sign out. The office does not accept positions for a route that has already finished.

Report a problem to support

If something in the app does not work, you can report it to Complaia support from the phone:

• in a red error message, tap Report;
• on a screen that failed to load, tap Report a problem;
• or open Settings and tap Report a problem.

Describe briefly what happened. The app adds technical details by itself. When you report from an error, it also adds a screenshot of that screen. You can leave the screenshot out and add photos or files. Tap Send report. The report goes to the same place as reports from the browser. See Support.

Set up the app for a driver (for the office)

1. Create the user and give them the Driver role. See Make someone a driver.
2. Ask them to install the Complaia mobile app and sign in with that account.
3. Choose them as the driver of a route in the planner. See Build a route. The route appears in their app as soon as you save it.
4. Decide what proof you require: photo, signature, PIN, and whether contactless deliveries are allowed. See Proof-of-delivery settings.

The driver gets a push notification New route when you approve the route, or when you add them to a route that is already approved or started. A tap on the notification opens the route. When you update the stop addresses of such a route, the driver gets a notification with the new address. Notifications need the Push notifications switch on in the app's Settings and permission in the phone's settings.

A driver who also loads their own vehicle needs the Route loading permission as well. Loading in the browser is described under Loading.

What else the mobile app does

Warehouse and production staff use the same app. The home screen shows only the sections that the signed-in person has permissions for:

Section	What is there	Permission
Deliveries	My routes — this page	Driver: delivery and proof of delivery on own routes
Loading	Route loading — scanning parcels onto the vehicle before departure	Route loading
Order handling	Stock reservation, Packing, Shipment handover and Route returns	Stock reservation, Order packing and Warehouse: Stock movements
Warehouse	Receive stock, Move, Stock, Scan a segment, History and stocktaking	Warehouse: View, Warehouse: Stock movements and the stocktaking permission
Production	Production list and Workstation buffer, after you sign in at a workstation on a POS (point of sale) terminal	Production: View
Catalog	Scan a code and Labels	Products: View

Move and Scan a segment appear only when the company uses the advanced warehouse type. See Warehouse type.

When it doesn't work

What you see	Why	What to do
No routes — You have no assigned delivery routes.	No saved route names you as a driver. The list shows routes from yesterday onwards, plus any route that is on the road.	Ask the office to check the driver on the route in the planner.
All routes completed	All your routes are finished. Finished routes leave the list.	Nothing. New routes appear when the office assigns them.
A message about missing route permissions, and the app returns to the home screen	Your role does not have the driver permission.	Ask the office to add it. See Make someone a driver.
Deliveries unlock after loading	The warehouse has not loaded the vehicle yet.	Wait, or ask the warehouse to load it.
Deliveries unlock once the route has started.	The route has not started.	Tap Start route.
Scan this shipment at loading first. Delivery unlocks only after that.	This shipment was never scanned onto the vehicle.	Ask the warehouse to scan it at loading. Then try again.
Code not recognised on this route., This code has already been scanned. or Invalid or duplicate code.	The parcel belongs to another stop, or you scanned it twice.	Check that you have the right parcel.
This shipment is cancelled, so it cannot be handed over. Tell the office.	The office cancelled the shipment during the route.	Keep the goods and call the office.
No parcel scanned, so this is not a delivery. Report a failed delivery.	You reached the end without scanning anything.	Go back and scan, or tap Delivery failed.
The warehouse has not packed this shipment yet, so there is nothing to hand over. Report it to the office.	The shipment has no packed parcels.	Call the office. Report the delivery as failed if you cannot hand anything over.
Invalid PIN.	The code does not match the one sent to the customer.	Ask the customer to read it again from the delivery message.
A recipient signature is required. or A delivery photo is required.	Your company requires it, and it is missing.	Add it. The app takes you back to that step.
Confirm the cash payment first	The swipe bar is locked on a cash-on-delivery shipment.	Take the money and tap the Cash on delivery tile.
Confirm the customer pickup first	You opened the warehouse unload before confirming the pickup at the customer.	Finish the pickup first.
A message that the camera is not allowed or not available	The app may not use the camera, or another app is using it.	Allow the camera for Complaia in the phone's settings. Meanwhile, type the codes, or tap Scan with phone camera.
Location permission denied. Enable it in system settings. or Location tracking could not start. The office will not see your route.	The app may not use your location.	Allow location for Complaia in the phone's settings. You can still deliver meanwhile.
The pause button is grey	This phone is not sending the position of this route, for example because loading is not finished.	Wait until loading is finished.
Stop has no coordinates.	The address was not found on the map, so navigation cannot open. Such stops are also missing from the map.	Use the address shown in the stop details.
A note that the product catalogue is not available, so photos and features are missing	The app could not load the product details.	Use the product names and quantities. Open the route again later.
No internet connection. Some features are unavailable.	No signal.	Keep working. See Work without a signal.
A red bar about deliveries refused by the server	The office system did not accept a delivery saved on the phone.	Open the list and read the reason. See Work without a signal.
Send the saved deliveries first	Deliveries from this route are still on the phone.	Wait for a signal until they are sent, then complete the route.
The route screen shows old information	The route screen does not refresh by itself.	Go back to My routes and open the route again.
The phone still shows the route-in-progress notification after the last stop	The route finished by itself, and the phone keeps its location on.	Check that no deliveries are waiting on the phone. Then sign out and sign in again.
Signed in on another device	Your account was signed in on another phone.	Sign in again on the phone you use.

Permissions

To do this	You need
See own routes, start and complete them, deliver, collect proof of delivery, take cash on delivery, report a failed or partial delivery, send position	Driver: delivery and proof of delivery on own routes
Scan parcels onto the vehicle in the app	Route loading
Create routes and choose their drivers (in the browser)	Planning and route operations: Create
Change and approve routes (in the browser)	Planning and route operations: Edit

The built-in Driver role contains the driver permission and nothing else. Reporting a problem to support needs no permission. See Roles & permissions.

Related

• Route planning — building and approving the routes a driver drives
• Deliveries and notifications — proof-of-delivery settings, the delivery PIN and customer messages
• Fleet — vehicles, and who counts as a driver
• Shipments — shipment statuses such as Not delivered
• Loading · Route returns — the warehouse end of a route
• Roles & permissions — the Driver role
• Glossary — delivery PIN, proof of delivery and route