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Which chatbot option should I select?
Which chatbot option should I select?

This article explains which options to select when contacting Support.

Updated over a week ago

Our Support chatbot handles queries quickly and can resolve problems at any stage of delivery by asking you (or your substitute) a number of questions. If you (or your substitute) need to speak to a Support agent, the information will be ready for them to jump in. 🤖

The chatbot will be able to detect by GPS what delivery stage you (or your substitute) are at and offer specific query options for you (or your substitute) to choose from. Selecting the correct and relevant option is important, as the chatbot will be able to take actions based on your (or your substitute) request and provide resolution quicker than contacting a live agent.

In this article, you (or your substitute) will find an explanation of each chatbot option for each delivery stage.

Note: in some cases the process/explanation of each option might differ depending on client specifications and/or type of deliveries (stacked or single package).

On this page:

  • 🚴‍♀️ Picking chatbot options

  • ⌛️ Waiting at the pick-up chatbot options

  • 📦 Delivering chatbot options

  • 📍 Waiting at the drop-off chatbot options

  • ✍🏻 I marked the delivery as Complete by mistake

  • 💬 I am not assigned to a delivery

  • 📝 Tips and other helpful information

  • 🤳 Account Changes


🚴‍♀️ Picking

If you (or your substitute) are on the way to the pick-up and need to contact Support, you will see the following options in the chatbot:

I want to be removed from this delivery

Select this option if you (or your substitute) want to be removed from your (or your substitute) ongoing delivery.
For most cases, the chatbot will remove you (or your substitute) from the delivery within 1 minute. Your (or your substitute's) request might be denied if you (or your substitute) are on a return.

I don't want to deliver alcoholic items

Select this option if you (or your substitute) do not wish to deliver the package because it contains alcoholic items. The chatbot will remove you from the delivery within 1 minute.

I can't find the pick-up location

Select this option if you (or your substitute) cannot locate the pick-up store. Note, that you (or your substitute) are requested to follow a number of steps before reporting this: call the client 3 times, check the delivery notes for further instructions and check the address in Google maps.

The chatbot will ask you (or your substitute) for a picture to show you (or your substitute) exact location and will check if 3 calls were made. If the photo is valid, you (or your substitute) will be removed from the delivery within 1 minute.

I had a road accident

Select this option if you (or your substitute) had an accident, require medical assistance and/or you (or your substitute) cannot proceed to the pick-up due to vehicle issues. Based on your replies to the chatbot questions, you (or your substitute) will be either be passed to a live agent or removed from the delivery within 1 minute.

Update phone number

Select this option if the phone number linked to your account needs to be updated because you are unable to make calls through the app. You will be requested to write down your NEW phone number and the chatbot will update it within 3 minutes.

None of the above

Select this option only if your (or your substitute) query is not listed above. If your request is a non-live request please visit out Partner Portal and raise a request there.


⌛️ Waiting at the pick-up

If you (or your substitute) are at the pick-up location and need to contact Support, you (or your substitute) will see the following options in the chatbot:

I want to be removed from this delivery

Select this option if you (or your substitute) want to be removed from your ongoing delivery.
For most cases, the chatbot will remove you (or your substitute) from the delivery within 1 minute. Your request might be denied if you (or your substitute) are on a return.

Pick-up closed

Select this option if the pick-up store is closed. Note, that you (or your substitute) are requested to call the client at least 3 times before reporting this. The chatbot will ask you (or your substitute) for a picture to show the closed pick-up and will check if 3 calls were made. If the photo is valid, you (or your substitute) will be removed from the delivery within 2 minutes.

I can't find the pick-up location

Select this option if you (or your substitute) cannot locate the pick-up store. Note, that you (or your substitute) are requested to follow a number of steps before reporting this: call the client 3 times, check the delivery notes for further instructions and check the address in Google maps.

The chatbot will ask you (or your substitute) for a picture to show your (or your substitute's) exact location and will check if 3 calls were made. If the photo is valid, you (or your substitute) will be removed from the delivery within 1 minute.

Client requested cancellation/Order not showing on clients system

Another courier picked my order

Select this option if another courier picked up your package, the order is not showing on the client's system or if the order will not be prepared at any time. Here you (or your substitute) will be asked to send some further information and/or a photo and you (or your substitute) will be passed to a live agent for further instructions.

For more information please refer to dedicated help centre article:
No package at pick-up

I have been waiting for a long time

Select this option if you (or your substitute)have been waiting at the pick-up for a long time and wish to be removed from the delivery. In case you (or your substitute) have waited more than the maximum waiting time, you will be eligible to request a fee for the waiting time apart from the delivery fee (30 minutes).

If you (or your substitute) wish to be removed from the delivery, the chatbot will check the time you (or your substitute) have been waiting for and remove you (or your substitute) from the delivery within 1 minute.

*Please use the waiting timer available to see how long you have been waiting for the desired package.

Order is too heavy/big

Select this option if the package is too heavy for your transport type. Here you (or your substitute) will be asked to send some further information and/or a photo and you (or your substitute) will be passed to a live agent for further instructions.

I don't want to deliver alcoholic items

Select this option if you (or your substitute) do not wish to deliver the package because it contains alcoholic items. The chatbot will remove you (or your substitute) from the delivery within 1 minute.

I can't access the order information

Select this option the Access Information button on your (or your substitute's) app is not working/not enabled. For it to be enabled, you must be within the pick-up location. Here you (or your substitute) will be passed to a live agent for further instructions.

I cannot/forgot to mark delivery as Picked

Select this option if you (or your substitute) are unable to mark the delivery as Picked. The chatbot will confirm it for you (or your substitute) will share a Help Centre article on how to validate.

Update phone number

Select this option if the phone number linked to your account needs to be updated because you (or your substitute) are unable to make calls through the app. You will be requested to write down your NEW phone number and the chatbot will update it within 3 minutes.

None of the above

Select this option only if your query is not listed above. In case the option is already listed in the chatbot, you (or your substitute) will be required to open a new chat selecting the relevant option. If your request is a non-live request please visit out Partner Portal and raise a request there.


📦 Delivering

If you (or your substitute) are on the way to the drop-off and need to contact Support, you (or your substitute) will the following options in the chatbot:

Issues with my equipment (vehicle, phone ...)

Select this option if your vehicle broke down. Here you (or your substitute) will be asked to upload a photo showing the problem and you (or your substitute) will be passed to a live agent for further instructions.

Order is damaged

Select this option if the package was damaged whilst delivering. Here you (or your substitute) will be asked to send a photo and the chatbot will either advise you (or your substitute) to dispose package or create a return job for you (or your substitute) within 2 minutes.

I had a road accident

Select this option if you (or your substitute) had an accident, require medical assistance and/or you (or your substitute) cannot proceed to the drop-off due to vehicle issues. You (or your substitute) will be passed to a live agent for further instructions.

Road closed/blocked

Select this option if the road to the pick-up is closed and you (or your substitute) wish to be removed from the delivery. In case all paths to the pick-up address are blocked, you (or your substitute) will be asked to upload a photo and be passed to a live agent for further instructions.

I can't find the address/The address is wrong

Select this option if the wrong drop-off address is wrong and you (or your substitute) know or do not know the new address, or if you (or your substitute) already delivered the package. Note, that you (or your substitute) are requested to follow a number of steps before reporting this: call the end-customer 3 times, check the delivery notes for further instructions and check the address in Google maps. You (or your substitute) will be passed to a live agent for further instructions.

Update phone number

Select this option if the phone number linked to your account needs to be updated because you (or your substitute) are unable to make calls through the app. You will be requested to write down your NEW phone number and the chatbot will update it within 3 minutes.

None of the above

Select this option only if your query is not listed above. In case the option is already listed in the chatbot, you (or your substitute) will be required to open a new chat selecting the relevant option. If your request is a non-live request please visit out Partner Portal and raise a request there.


📍 Waiting at the drop-off

If you (or your substitute) arrived at the drop-off address and need to contact Support, you (or your substitute) will see the following options:

Customer is absent/not answering

Select this option if the end-customer is now answering your calls and the door. Note, that you (or your substitute) are requested to follow a number of steps before reporting this:

Call the end-customer 3 times and wait at least 10 minutes

Based on the client and type of package, the chatbot will either give you (or your substitute) instructions within 2 minutes or you (or your substitute) will passed to a live agent for further instructions.

For food deliveries the package should be left in a safe space:
Safe Spaces for Food Deliveries

More information on the absent customer process:


I can't find the address/The address is wrong

Select this option if the wrong drop-off address is wrong and you (or your substitute) know or do not know the new address, or if you (or your substitute) already delivered the package. Note, that you (or your substitute) are requested to follow a number of steps before reporting this: call the end-customer 3 times, check the delivery notes for further instructions and check the address in Google maps. You (or your substitute) will be passed to a live agent for further instructions.

More information on wrong drop-off address:
Drop-off problems

Order is damaged

Select this option if the package was damaged whilst delivering. Here you (or your substitute) will be asked to send a photo and the chatbot will either advise you (or your substitute) to dispose package or create a return job for you (or your substitute) within 2 minutes.

Challenge 25/Client not providing ID

Select this option if the package contains alcoholic items and the end-customer is underage or refuses to show ID. You (or your substitute) will be passed to a live agent for further instructions.

Customer refused the order

Select this option if the end-customer does not accept the package or has missing or wrong items. You (or your substitute) will be passed to a live agent for further instructions.

I need to return the order

Select this option if you (or your substitute) are at the drop-off address and cannot deliver the package to the client or if you (or your substitute) already return the package to the pick-up.

Issue with the Pin Code

Select this option if the package you (or your substitute) are delivering has a Pin code and you (or your substitute) cannot enter the Pin code or the customer cannot provide it. The chatbot will finish the delivery for you (or your substitute)within 1 minute.

Issue with uploading photo proof

Select this option if the package you (or your substitute) are delivering requires a proof of delivery upload and you (or your substitute) cannot upload a photo. You (or your substitute) will be passed to a live agent for further instructions.

I cannot/forgot to mark delivery as Complete

Select this option if you (or your substitute) are unable to mark the delivery as Delivered. The chatbot will confirm it for you (or your substitute) within 1 minute.

Delivery marked as Complete by mistake

Select this option if you (or your substitute) updated the package status by mistake. You (or your substitute) will be passed to a live agent for further instructions.

Update phone number

Select this option if the phone number linked to your account needs to be updated because you (or your substitute) are unable to make calls through the app. You will be requested to write down your NEW phone number and the chatbot will update it within 3 minutes.

None of the above

Select this option only if your query is not listed above. In case the option is already listed in the chatbot, you (or your substitute) will be required to open a new chat selecting the relevant option. If your request is a non-live request please visit out Partner Portal and raise a request there.


✍🏻 I marked the delivery as Complete by mistake

In case you (or your substitute)marked the delivery as Complete by mistake and you (or your substitute) are still delivering the package, you (or your substitute) can still open a chat with support. You will be passed to a live agent for further instructions.


💬 I am not assigned to a delivery

In case you (or your substitute) are not on an on-going delivery, you (or your substitute) can still contact Support for non-live queries. Go to your driver application setting and click on Support & Resources and click then 💬 Chat with Support.


📝 Tips and other helpful information

How to upload a picture

In case you (or your substitute) are having issues uploading photos whilst speaking to the chatbot or Support, please allow the Stuart app to access your camera through your (or your substitute's) phone settings. You (or your substitute) should be able to see a message at the bottom of your screen to help.


🤳 Account Changes

For account changes please refer to our dedicated help centre articles on how to change your account details directly:

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