Invitation
If the order is age-verified, it will be shown on the delivery invite.
Invites also give you more details about the type of age-restricted items the order carries!
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Steps to complete at drop-off
For an age-verified delivery, you will need to complete the following steps in-app:
Make eye contact with the end customerYou need to check: |
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Answer the Sobriety checkThis option only appears if the item is labelled as "Alcohol"
Please Note: The 'No' option will redirect you to chat with Support |  |
Age Verification ID Check
2. Reply on the app:
or
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ID SCAN - If the customer might be under 25:
🔔 You can reassure the client that this scan is completely safe. This feature WILL NOT store data from the end customer. 🔔
Please make sure:
DO NOT take a picture of the customer's ID, it's against the GDPR. |
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It is your responsibility to make sure that you don’t deliver age-restricted products to someone under 18.
Proof Of Delivery (POD)
⚠️ IMPORTANT REMINDER: Please note that the proof of delivery photo:
Must show the package with the customer's door number visible and the door slightly open.
Must NOT show the customer's face or ID document for GDPR purposes (Data Protection Law).
Returns Process
You can return age-verified orders in the following scenarios:
The Customer is intoxicated with alcohol and/or drugs
The Customer is not able to prove their age (remember: the legal age in the UK to receive age-verified items is 18)
The Customer is absent.
That is because if the customer is not home, you will not be able to verify if the customer is sober and if the customer is of the right age
⚠️ Under no circumstances should you leave the age-verified order in a safe place if the customer is absent. Please use the chatbot to contact Support and arrange a return.
Please note that all returns are currently full returns for all clients. This means returning the entire package if you cannot complete the delivery, rather than only returning the age-restricted item(s).
Helpful links