What to do when you can’t reach a customer?
We know you always want to make sure customers receive their food safely, but sometimes it can be difficult to reach or find a customer. For example, their delivery notes may be unclear or they might not be answering their door.
We’ve built a step-by-step process for times like this into the rider app. These steps help you to contact the customer in every way possible and gives them a reasonable amount of time to respond.
1. Send them a message --> Give them a call
Tap ‘Chat with…’ to open a Chat window with the customer. To save you time, there’ll be a few ready-made messages for you to choose from.
If they don’t reply, return to the Order screen and tap ‘Call’.
2. Tell them you’re leaving soon
If the customer doesn’t answer their phone or respond to your message, the option to send them a push notification will become available underneath the ‘Call’ option 2 minutes later. This lets the customer know that if they don’t respond quickly, you’ll have to leave.
3. Leave the order after 5 minutes
So you’ve messaged, called and sent a push notification to the customer but still haven’t heard from them? 5 minutes after you’ve sent them a push notification, you’ll be able to complete the delivery in the app. A reason list – the same one you usually see – will appear. All you need to do is select your reason, mark the order complete and leave it in a safe place for the customer.
If you can’t find a safe place to leave the order, please contact the Live Support who will be able to advise you what to do next.