I'm unable to find the customer
If you can’t find the drop-off location, the first thing you should do is check the comments section in your app for any additional information, such as a safe place to leave the package.
You should attempt to call the customer 3 times via the app and wait at least 10 minutes before contacting Support via the chatbot. Please note that Support isn't able to help you until this step is completed.
If the customer is reachable:
Ask them to confirm their address.
If it is different from the order details, check the distance to the new drop-off location and provide it to Support.
If the is not reachable,
Contact Support for further instructions on what to do with the package.
A return to the pick-up location may be arranged for you.
⚠️ Remember, never ask customers for personal contact information such as their social media details or phone number. If you need to contact the customer about their delivery, you can do so directly through the app.
Damaged Food Package
If a package gets damaged during delivery, it must ALWAYS be reported to Support via the Chatbot:
Contact support as soon as you realise the package is damaged.
You must ALWAYS report it to Support BEFORE taking any action.
Support will give you instructions on whether the package should be returned or disposed of.
You might be asked to take a picture: always provide a clear picture when requested, showing the package and contents.
Scenario | What will happen? |
Whole package ruined | In this case, Support will give you instructions to dispose of or return the package. |
Slightly damaged packages |
In this case, you should still try to deliver to the customer. If the customer rejects the package, contact Support. |
⚠️ Remember: Unclear or blurry pictures are not considered valid and will be ignored.
The customer refused the package
If a customer refuses the package during drop-off, please contact Support to notify them.
They will then cancel the delivery and arrange a return to the pick-up location.