What if…you have to cancel a delivery?
Most deliveries are easy and straightforward. However, sometimes things happen. Below you can find an easy guide on steps to take when you run into an issue.
At the restaurant – only start the delivery if you have the food
- Only start the delivery in the app if you have received the food. If the restaurant cannot give you the food, cancel the delivery. Only start the delivery when you have the food.
- Waiting for a long-time at the restaurant (more than 10 minutes)? Tell the restaurant that you are going to cancel the delivery and then cancel the order in the app.
On your way to the customer
- If you get into an accident; make sure you and others are safe; if all is under control, cancel the delivery and leave a note in the free input field.
- Flat tire? Broken bike / scooter? Call the customer through the app and explain the situation; if you are near the drop-off location, you can walk to the customers house. Otherwise you have to cancel, please leave a note in the free input field.
At the drop-off location – call the customer if you can’t find them
- Have you read the instructions in the app? Sometimes customers put in drop-off instructions that can help you complete the delivery
- If no-one opens the door after 5 minutes? Call the customer through the application.
- Customer does not pickup the phone? Wait 30 – 60 seconds and call again. Only then you can cancel the order through the app.
Do not mark the delivery as complete if you have not given the food to the customer!
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