When something goes wrong

Customer not answering the phone

1. Call the customer when you leave the collection point to provide an estimated time of arrival (ETA). Call again when you are approximately 10 minutes away from the drop-off location.
2. Call the customer again when you arrive outside the delivery address.
3. If there is no answer, knock at the address provided in the app.
4. If there is still no response by phone or at the property, message the team via the app for assistance.

Customer refusing goods

1. Politely remind the customer that you are the courier. The goods will need to be unloaded, and they must contact the merchant they booked with to arrange any recollection.
2. If the customer continues to refuse the goods, message the team within the app. A team member will assist you and liaise with the customer or merchant regarding next steps.

Unable to find the collection address

1. Search the address or company name on Google to see if this provides a clearer collection point.
2. If you are still unable to locate the address, message the team within the app for assistance.

Unable to find the drop-off address

1. Contact the customer directly to obtain clear directions for unloading.
2. Search the address or company name on Google to see if this provides a more accurate drop-off location.

Items heavier than stated in the app

1. If the items being loaded onto your vehicle appear significantly heavier than stated in the app, please contact the team so we can confirm the correct order details with the merchant.

Merchant cannot locate the goods / collection reference not working

1. Confirm that you have provided the correct reference number and informed the merchant of the booking name.
2. If the goods still cannot be located, contact the team via the app. A team member will reach out to the booking merchant.

Merchant has no stock available

1. Ask the merchant to double-check with the booking party to ensure the stock has not already been set aside.
2. Inform the team via the app so the matter can be reviewed and signed off accordingly.