Direct answer
Work your route off the map and the stop list together, not the map alone. Before you load, open every stop and read the items, quantities, and special instructions (second floor with no elevator, haul away the old mattress, install and test the appliance), then load the truck in the order the stops come off. Treat the optimized sequence as a starting point: you can drag stops to reorder when a customer shifts their time window. At each stop, start navigation, mark yourself arrived, work the checklist, take proof of delivery photos, and mark the stop complete. If a stop goes sideways, set the status and add a note so the store team sees it right away.
When you log into RetailGenie at the start of your shift, you'll see today's route with all your delivery stops plotted on a map in optimized order. Whether you're delivering mattresses, furniture, or appliances, the workflow is designed to keep your day running smoothly.
Your Route View
The map shows each stop as a numbered pin. The route is pre-optimized for the shortest driving time, but you can drag stops to reorder if needed (for example, if a customer calls to adjust their time window). Below the map, you'll see a list view with each stop's address, customer name, delivery window, and items being delivered.
Reviewing Delivery Details
Before heading out, tap each stop to review what you're delivering. The system shows item descriptions, quantities, and any special instructions, like 'second floor, no elevator' for a sofa delivery, 'haul away old mattress' for a mattress swap, or 'install and test' for an appliance hookup. Knowing this before you leave helps you load the truck in the right order.
Starting a Delivery
- Tap the next stop on your route
- Hit 'Start Navigation' to open directions in your preferred maps app
- When you arrive, tap 'Arrived at Stop'
- Complete the delivery checklist (next lesson)
- Take proof-of-delivery photos
- Mark the stop as complete
Handling Changes
If a customer isn't home or requests rescheduling, tap the stop and select the appropriate status: 'Customer Not Home,' 'Rescheduled,' or 'Unable to Deliver.' Add a note explaining what happened. The store team will see this immediately and can follow up with the customer.
Communicating with Customers
RetailGenie can automatically text customers with your ETA as you approach. This reduces 'where's my delivery?' calls and ensures someone is home when you arrive. If you need to contact a customer directly, tap the phone icon on their stop. It calls from a masked number so your personal number stays private.
Check your route the night before if possible. Knowing what's on the truck and where you're going makes the morning loading process much smoother.
Frequently asked questions
What should a delivery driver check before loading the truck?
Open each stop and read the item descriptions, quantities, and special instructions before anything goes on the truck. Notes like second floor with no elevator, haul away the old mattress, or install and test an appliance change how long a stop takes and what you need to have with you. Reading them at the warehouse also tells you what order to load in, so you are not climbing over a sofa to reach the first delivery. Check the route the night before when you can, and the morning load goes faster.
What should a driver do when the customer is not home?
Set a status on the stop instead of just moving on to the next one. The choices are customer not home, rescheduled, and unable to deliver, and each one should carry a short note saying what actually happened. The store team sees that immediately and can follow up with the customer while the truck is still out, which gives them a shot at fixing it the same day instead of burning a second trip.
How do we cut down on customers calling to ask where their delivery is?
Send the ETA before they think to ask. RetailGenie can text customers automatically with the driver's ETA as the truck gets close, which cuts down on where is my delivery calls and makes it more likely someone is home when the driver arrives. When a driver does need to speak to a customer directly, tapping the phone icon on the stop places the call from a masked number, so the driver's personal number stays private.
Next lesson
Delivery Checklists and Photo Proof