How to find parking at the customer’s address? You can contact the customer to find parking at their address or try to meet them outside the address. If you aren’t able to find the customer’s address after contacting them, you can cancel the order in-app. This won’t impact your cancellation rate.
What to do if the dropoff location isn’t accessible or doesn’t have a unit number? If the customer didn’t leave any details on where to leave their order, you can contact them to coordinate the delivery. If you aren’t able to contact the customer, you can leave the order at the door, building entryway, or with a doorman or reception desk at the dropoff location (this does not apply to alcohol/restricted items orders that require age verification). You can follow the in-app process to attach a photo or leave a note to the customer to provide the dropoff details.
What if the customer’s delivery instruction is ‘Leave at Door’? Customer delivery notes will show below the customer’s name in the app. If the customer requested that you leave the order at their door, then you’re not required to wait for them to get it (this does not apply to alcohol/restricted items orders that require age verification). Once you’ve left the order at the dropoff location, you can follow the in-app process to attach a photo. If you have an issue with the in-app photo process, tap Skip. A photo isn’t required, so you can mark the order as Delivered. You can also leave a note to the customer to provide the dropoff details.
What if I can’t contact the customer to coordinate the delivery? If you aren’t able to contact the customer, you can leave the order at the door, building entryway, or with a doorman or reception desk at the dropoff location (this does not apply to alcohol/restricted items orders that require age verification). You can also leave a note to the customer to provide the dropoff details. Once you’ve left the order at the dropoff location, mark it as Delivered.
What if the customer changed their dropoff address? You’ll earn an additional amount for the extra mileage if you decide to continue to the new delivery address. You can also discard and cancel the order if you decide not to go to the new address.
As a reminder for future delivery requests, you aren’t required to complete deliveries outside of the delivery radius. Any request to change the delivery location should be made through the app and not by any direct communication. If your customer asks, let them know they should use the app to make adjustments or you can always reach out to support if your customer tries to change delivery location with you directly.
You can request an adjustment in case a wrong trip distance is recorded.