When a buzzer code is not provided and the customer is unresponsive, couriers must follow Trexity’s Photo Delivery Protocol and complete the delivery in a safe and reasonable common area within the building.
Drop-Off Procedure:
Attempt Customer Contact
- Upon arrival, check for any provided buzzer code or access instructions.
- If no buzzer code is available:
- Call the customer in the app, and wait a reasonable amount of time for a response.
- If a buzzer code is provided, but no response:
- Call the customer in the app, and wait a reasonable amount of time for a response.
No Response / No Access
If the customer does not respond and access cannot be obtained, proceed to leave the package in one of the following locations:
- Lobby area
- Buzzer/intercom area
- Vestibule
- Concierge desk (if available)
- Mailroom
- Main entrance of the building (if unable to enter)
Completing Delivery:
- Take a clear and accurate photo of the package at the drop-off location.
- Ensure the photo:
- Clearly shows the package placement
- Provides identifiable surroundings for reference
Important Note:
Couriers must always attempt to contact the customer before leaving the package.