Photo:
- Double-check the address and confirm you are at the correct location.
- Verify the unit or house number. Make sure the number you entered in the app matches the customer’s address.
- If the issue continues, contact Support through the app. Have your drop-off photos ready to share, so Support can close out the delivery.
PIN: If a PIN is required, and the customer doesn’t have it, follow these steps:
- Let the customer know the PIN is the last four digits of their phone number. If the PIN is incorrect, ask them to check their email for the tracking link, where the PIN is also included.
- If the customer cannot find the PIN, contact Support through the app.
- Ask the customer for permission to take a hand-off photo with the package and their hands. Never include their face.
- Send the photo to Support to help close out the order.
- If delivering to a concierge, request permission for a hand-off photo and upload it to the chat.
Signature:
- Call the customer upon drop-off.
- If the customer is unresponsive and you’re in a building, ask the concierge or security to accept the package. If they agree, have them sign on your phone and provide their name for the app.
- If the concierge/security refuses to sign, contact Support through the app for the next steps.