If a customer refuses to accept an order at drop-off, couriers must follow the appropriate steps to ensure proper resolution and accountability.
Refusal Procedure:
- Advise the customer to contact the merchant directly for next steps.
- Clarify that the merchant scheduled and released the order, and any changes or cancellations must be coordinated through them.
If the customer continues to refuse:
- Do not leave the package with the customer.
- Access Support by selecting Help on the app.
- Report the situation to the Support Team.
- The Support Team will provide guidance on the next steps, which may include returning the order to the merchant location.