Finding parking at the user’s address
- Reach out to the user for parking information at their address.
- Alternatively, arrange to meet outside the address.
- If you can’t locate the address after contacting them, you’re allowed to cancel the order in the app, which won’t affect your cancellation rate.
Inaccessible dropoff locations or missing unit numbers
- Contact the user for delivery details if not provided.
- If you can’t reach the user, leave the order:
- At the door.
- In the building entryway.
- With a doorman or reception desk.
- This does not apply to alcohol or items requiring age verification.
- Use the app to send a photo or note to the user with dropoff details.
“Leave at door” delivery instructions
- The user’s delivery preference is displayed under their name in the app.
- Leave the order at their door without waiting for the user, except for alcohol or age-restricted items.
- Send a photo or note with dropoff details, or hit “Skip” if you have photo issues.
- Mark the order as “Delivered” even if no photo is taken.
Can’t contact the user
- Leave the order at a safe location mentioned above.
- Leave a note for the user with dropoff details.
- Mark the order as “Delivered” in the app.
User changes dropoff address
- If you go to the new address, you’ll receive additional pay for the extra distance.
- You have the option to cancel the order if you prefer not to deliver to the new location.
Remember for future deliveries:
- You’re not obligated to deliver outside the delivery radius.
- Delivery location changes must be made through the app.
- Instruct users to adjust their address in the app or contact support for help.
- Request an adjustment if the trip distance is recorded incorrectly.