This article walks you through the most common delivery issues and the steps you should take to resolve them.
Cannot locate the restaurant
The app displays the full address of the restaurant. Tap the GPS icon to bring up your preferred map app and view directions to the location.
If you are still unable to locate the restaurant, you should call the restaurant. You can call the restaurant at any time by tapping the ellipsis in the top right hand corner of the delivery details and selecting Call restaurant
Cannot locate the drop off address
The app displays the full address of the drop off location. Tap the GPS icon to bring up your preferred map app and view directions to the location.
Sometimes the customer will leave notes on how to find their address. You can find these notes at the top of the delivery details screen.
If you are still unable to locate the drop off address, you should contact the customer. You can either message or call the customer by tapping the relevant icon within the app.
No safe place to leave the order
If the customer has requested a contactless delivery, or the customer is not available but the restaurant allows you to leave the order, then you should look for a safe place to leave the order.
If a customer has provided instructions on where to leave the order, you should follow these instructions. You can also call the customer to ask for instructions on where you should leave the order.
A safe place is one which:
Can't be accessed by animals and is protected from the weather
Located as close to the drop off address as possible
Preferably not visible to passerbys
Examples of safe places to leave an order:
With a concierge in an apartment block
At the front door, without obstructing the customer's ability to open it
Under a porch or by a front gate, provided it is undercover
If there is no safe place to leave the order and you have been unable to contact the customer, you should return the order to the restaurant.
Also see Customer is not available
Issue with food delivery
Sometimes you may arrive at a customer's address only for them to find there is an issue with their order. For example:
The food is cold
An item is missing
An incorrect item has been received
The best thing to do in this case it to call the restaurant and explain the issue. They can advise you on what steps you can take to try and resolve the issue.
If the customer does not want to accept the order, tap on Can't leave the order in the app to initiate the returns process. Proceed with returning the order to the restaurant.