Couriers must take reasonable steps to verify the accuracy of a delivery address before escalating to Support. Proper verification ensures successful delivery and minimizes delays.
Verify Navigation Accuracy
- If the app directs you to a location that appears incorrect (e.g., no residence, store, or parking lot):
- Attempt navigation using an alternative map application (e.g., switch from Google Maps to Apple Maps, or Waze).
- Confirm whether the alternate app directs you to a different location.
Contact the Customer
- If the issue persists:
- Call the customer once through the app.
- Request confirmation of the delivery address.
- If the customer confirms the address is correct but the location still appears invalid:
- Proceed to contact Support for further verification.
- If customer confirms address is incorrect
- Request the correct address from the customer.
- Do not proceed to the new address independently.
- Contact Support to update the address in the system
- If the customer does not respond:
- Contact Support via the app
- Provide details of the issue and your current location.
- Support will verify the address and advise on next steps.