When you arrive at a customer's house to deliver an order, you should ring the doorbell (or equivalent) to notify the customer that you have arrived. (If the customer has provided specific alternate instructions or it is a contactless delivery, then please follow the instructions provided).

In most cases, the customer will be available to accept the order. But what if they aren't?

Customer is not available

If there is no response when you ring the doorbell, tap on Customer not available within the app.

This will give you instructions on whether you can leave the order in a safe place, or if you must return it to the restaurant.

In both scenarios, the app will instruct you to first do two things:

  • Try contacting the customer

  • Wait for the customer for five minutes

Tap the 'thumbs up' icon beside the actions after you have performed them.

If you still cannot contact the customer after performing both of these actions, read the instructions on the app for your next step.

If the app advises you to return the order to the restaurant:

Tap on the Return order button.

The status of the order will change to Returning to restaurant. You should return the order to the restaurant where you originally picked it up from. You are able to access directions or call the restaurant from here.

Once you have arrived at the restaurant and handed over the food, tap the 'thumbs up' and hit Complete order. The order will disappear from your screen and you will be returned to the map view to await a new order.

If the app advises you can leave the order:

In this scenario, the restaurant policy is to leave the order in a safe place even if the customer cannot be contacted. Take a photo of the order once you have left it.

You can then mark the order as complete in the app. This will trigger a text message to the customer advising their order has been delivered, which will include the photo you have taken of the drop off location.

No safe place to leave the order

If there is no safe place to leave the order (for example, the address is a carpark or there are large dogs on the premise), tap on Can't leave the order within the app.

The app will instruct you to do two things:

  • Try contacting the customer

  • Waiting for the customer for five minutes

Tap the 'thumbs up' icon beside the actions after you have performed them. If you have already performed these actions you do not need to do them again.

If you are still unable to get in contact with the customer or find a safe place to leave the order after completing these actions, then tap on Return order.

The status of the order will change to Returning to restaurant. You should return the order to the restaurant where you originally picked it up from. You are able to access directions or call the restaurant from here.

Once you have arrived at the restaurant and handed over the food, tap the 'thumbs up' and hit Complete order. The order will disappear from your screen and you will be returned to the map view to await a new order.

Did this answer your question?