This only applies to the following clients:

  • Slerp

  • Orkestro

  • Firezza

  • L10

  • Sushi Shop

  • Hungry Panda

  • Ordit

  • Papa John’s

If a delivery from one of the clients mentioned above can’t be completed, you can no longer return the package to the pick-up location. Instead, you should leave the package in a safe place and take photographic proof at the drop-off location, meaning you can move on to new deliveries quicker.

Important steps to follow before moving onto a new delivery:

  • Check the comments section in your app for any additional information.

  • Attempt to call the customer at least 3 times via the app (remember you can also send an SMS in-app after the first call).

  • If the customer is reachable, ask them to confirm their address. If it is different from the order details, contact Support for further instructions.

  • If the customer is not reachable, wait at least 5 minutes before starting a live chat with Support and use the Absent Customer option.

    • Support will request you to send a proof of delivery (POD) in the chat, showing the package was left in a safe space for the customer to find (see list below of safe spaces)

    • The POD must clearly show the safe space where the package was left so that it can be recognisable to the end-customer.

What is considered a “safe space” at the drop-off location?

A safe space nearby the drop-off location should be sheltered from bad weather conditions and easy for the customer to spot. It would be ideal to leave the package as close to the customer’s door as possible. Safe spaces can include but are not limited to:

  • Outside house door/ flat building

  • With a neighbour

  • Inside the building reception

  • On the front/back porch/window sill

  • Near shed/garage

  • Post Box

  • Foyer

  • Next to the lift

Important to note:

  • Any food orders containing Challenge 25 items will still need to be returned to pick-up. They will be held in a separate bag to make the return easier. Read here for more information.

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