Remember: the client is the one that placed the order, so they are the only one who can provide you with the right information on your pickup point. Call them at least 3 times before contacting Stuart Support.
I Can’t Find the Client at the Pick-Up Location
Check the delivery comments in your app for any additional instructions
Call the client using the phone button in the app. Try at least 3 calls .
If you still can’t reach them, use the feedback button in-app to report the issue so Support can assist.
The Package is Not READY at Pick-Up
Single Order
If you have:
arrived at pick-up,
introduced yourself to the staff as the courier here to pick up the order,
Waited 5 minutes for the package without it being ready:
You are free to self-cancel and move on to the next delivery.
But don’t hesitate to ask once more if the package will be ready soon; sometimes an extra minute is all that’s needed!
Stacked Order
If one of the orders is late, you can cancel that single order after 5 minutes of waiting at the pick-up location, if the store’s order is at least 5 minutes late. This allows you to continue with the delivery of the orders that are ready.
For more information on self-cancellation, read here.
The Package is NOT at Pick-Up
What might be happening
The package was already collected.
The order hasn’t been prepared yet, or is still being prepared.
There’s a mix-up in the store’s system, or the client has asked to cancel the order.
How to resolve
Confirm with staff that the package really isn’t ready to be picked up.
Double-check the delivery notes in your app to ensure you’re at the correct spot.
If the package is confirmed missing, open a chat with Support and select “Package not at pick-up.” You’ll need to tell us who you spoke to at the pick-up point.
I Can’t Contact the Client
Always try calling three times via the app.
Please read this article for more information.
No Parking, Unsuitable or Unsafe Pick-Up Area
If you can’t park near the pick-up point, there’s no clear place to collect the package, or you feel unsafe in the area:
Report the situation using the feedback feature under the pick-up task in-app.
This helps us improve future pick-up instructions for all couriers.
App or GPS Issues That Affect Pick-Up
If you’re having issues with the app, please check this article for more detail. In the meantime, you can try to:
Need Help from Support?
If none of the above resolves the problem, you can always reach out through the chatbot. Tap the chat icon in your app and provide clear details about what happened. Include screenshots if possible.