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How is delivery handled if the customer doesn’t have the PIN?

  • Updated

PIN deliveries require recipient verification at the time of drop-off. If the PIN cannot be provided, the delivery cannot be completed using standard PIN confirmation.

Below outlines how each scenario is handled.

Scenario 1: Customer Is Not Home

  1. The courier arrives at the address.
  2. The courier attempts to contact the customer at least once and knocks or rings the doorbell.
  3. If there is no response, the courier contacts Support via chat for next steps.
  4. Support verifies that contact attempts were made.
  5. A return route is created, and the order is returned to your location.
  6. The merchant receives return notifications via email and SMS.

PIN-required deliveries cannot be left unattended.

Scenario 2: Customer is Home but Does Not Have the PIN

  1. The courier arrives and attempts to contact the customer if necessary.
  2. If the customer cannot provide the PIN, the courier contacts Support for instructions.
  3. The courier takes a handoff photo showing the recipient’s hands (not face) as proof of delivery.

This process ensures delivery is properly documented while maintaining privacy and compliance.

Important Notes

  • Couriers cannot complete PIN deliveries without the recipient’s PIN.
  • PIN verification protects merchants by ensuring direct handoff to the intended recipient.
  • Undeliverable PIN orders follow Trexity’s return policy.