In certain situations, a package may need to be returned to the business location. This article outlines the process, your responsibilities, and common scenarios that may result in a return.
When Are Returns Required?
Returns may be required for a number of reasons. Below are the most common scenarios:
- Returns Reusable
- When accepting a route, you may see a pink “reusables” tab on the courier app offer screen.
- This indicates that some customers may have returnable items (e.g., reusable bags or containers).
- If you accept the route:
- Ask each customer if they have items to return. If they do, indicate it in the app.
- A return trip will be automatically added to the end of your route to take these items back to the Business location.
- PIN Delivery Failure
- If a delivery requires a PIN and no one is available to receive the package:
- Attempt to contact the customer using the app - If you cannot reach them there
- Do NOT leave the package at the door. Contact Support via the app for guidance.
- In most cases, this will result in a return to the business location.
- Alcohol Delivery Compliance
For alcohol deliveries, strict legal requirements must be followed. If any of the following situations occur, the package must be returned to the business location:
- No one is home to receive the delivery — alcohol cannot be left unattended under any circumstances.
- The only person available is a minor — anyone under the legal drinking age in your province is not permitted to accept the package.
- The customer cannot provide a valid government-issued photo ID, or the name on the ID does not match the name on the order.
In any of these cases, do not proceed with the delivery. Contact Support through the app and return the package as instructed.
How Are Returns Handled?
- Once your route is complete, you will be rerouted back to the business location for the return.
- The app will guide you with turn-by-turn directions.
You will be paid for the time and distance of any return trip, regardless of the reason for the return.