When the customer doesn't show up when you arrive, there are a few steps you have to take:
- Ring the doorbell 3 times
- Call the customer
- If no one picks up, contact support
Ring the bell to see if someone is home
It can happen when you rang the bell and there is not an immediate response. The customer can be busy with something else, so wait patiently. If there is no response the first try, maybe try it one or two more times. Don't spam the customers doorbell..
Call the customer
Call the customer and tell you are delivering the order and mention the store where you picked it up. Ask if it's possible to deliver it in the customers' place, or if you should deliver it at the neighbour. If the customer agrees with delivering it at the neighbour, you should ask the confirmation code and deliver it at the preferred place.
When the customer doesn't pick up up
When the customer doesn't pick up, support decides what to do with the order. In worse case scenario you have to check if any neighbours are able to take the package. Once that is done the customer will receive an email from us that their package is at their neighbours, this will also include their address.
Make sure that you communicate to us the address of the neighbours where you delivered te order and you will always get paid.