I want to be removed from this delivery

Select this option if you want to be removed from your ongoing delivery.

In most cases, the chatbot will remove you from the delivery within 1 minute. Your request might be denied if you are on a return.

I don't want to deliver alcoholic items

Select this option if you 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 cannot locate the pick-up store. Note that you 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 for a picture to show your exact location and will check if 3 calls were made. If the photo is valid, you will be removed from the delivery within 1 minute.

I had a road accident

Select this option if you had an accident, require medical assistance and/or cannot proceed to the pick-up due to vehicle issues. Based on your replies to the chatbot questions, you 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 query is not listed above.

I want to be removed from this delivery

Select this option if you want to be removed from your ongoing delivery.

In most cases, the chatbot will remove you from the delivery within 1 minute. Your request might be denied if you are on a return.

Pick-up closed

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

I can't find the pick-up location

Select this option if you cannot locate the pick-up store. Note that you 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 for a picture to show your exact location and will check if 3 calls were made. If the photo is valid, you 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 will be asked to send some further information and/or a photo and you 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 have been waiting at the pick-up for a long time and wish to be removed from the delivery. In case you 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 wish to be removed from the delivery, the chatbot will check the time you have been waiting for and remove you 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 will be asked to send some further information and/or a photo and you will be passed to a live agent for further instructions.

I don't want to deliver alcoholic items

Select this option if you 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 access the order information

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

I cannot/forgot to mark delivery as Picked

Select this option if you are unable to mark the delivery as Picked. The chatbot will confirm it for you 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 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 will be required to open a new chat selecting the relevant option.

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

Select this option if your vehicle broke down. Here you will be asked to upload a photo showing the problem and you 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 will be asked to send a photo and the chatbot will either advise you to dispose package or create a return job for you within 2 minutes.

I had a road accident

Select this option if you had an accident, require medical assistance and/or you cannot proceed to the drop-off due to vehicle issues. You 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 wish to be removed from the delivery. In case all paths to the pick-up address are blocked, you 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 know or do not know the new address, or if you already delivered the package. Note, that you 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 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 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 will be required to open a new chat selecting the relevant option.

Customer is absent/not answering

Select this option if the end-customer is now answering your calls and the door. Note, that you 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 instructions within 2 minutes or you will passed to a live agent for further instructions.

For food deliveries the package should be left in a safe space.

More information about 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 know or do not know the new address, or if you already delivered the package. Note that you 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 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 will be asked to send a photo and the chatbot will either advise you to dispose package or create a return job for you 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 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 will be passed to a live agent for further instructions.

I need to return the order

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

Issue with the Pin Code

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

Issue with uploading photo proof

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

I cannot/forgot to mark delivery as Complete

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

Delivery marked as Complete by mistake

Select this option if you updated the package status by mistake. You 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 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 will be required to open a new chat selecting the relevant option.