While most deliveries go smoothly, there are times when unexpected issues may arise. In these situations, it's important to notify Support promptly through the courier app to ensure the best outcome for both you and the customer.
Below are the most common scenarios where you are required to reach out to Support:
- Unable to Pick Up the Package: If you arrive at the pickup location and encounter any of the following:
- The business location is closed
- The items are not ready for pickup
- The order is missing or incorrect
- Address Issues or Changes: If you discover that the delivery address is incorrect, incomplete, or has changed:
- Check your app for any updated instructions.
- If the address still seems wrong or unclear:
- Do NOT deliver to an alternate address without permission.
- Contact Support through the app to confirm any changes.
- Unable to Access the Customer’s House or Unit: If you are at the correct address but cannot gain access to the property or unit (e.g., locked building, gate, no buzzer):
- Attempt to call the customer using the app.
- If there is no response or access still cannot be gained:
- Do NOT leave the package unattended.
- Contact Support through the app to report the issue and receive further instructions.
- What to Do If a Customer Refuses the Delivery: If you arrive and the customer refuses to accept the package for any reason:
- Do not leave the package at the door or with anyone else.
- Contact Support immediately through the app to report the refusal and receive instructions on how to proceed. Support will guide you on whether to return the package to the Business location or take other action.
This applies to all delivery types, including photo proof, PIN, and signature-required deliveries.
Open the Support chat in your app and notify us immediately. We'll provide next steps and ensure you're compensated if applicable.
Reminder: When in Doubt, Ask
If you're ever unsure about what to do—whether it's about the package, access, or contact with the customer—don’t guess. Always contact Support through the app.
Staying in touch with Support helps protect your time, ensure compliance, and deliver the best experience for our customers and partners. Thanks for keeping things professional on the road!