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Driver issues while in transit

⚠️ Driver can't reach the recipient
The driver should have made at least two call attempts to the recipient. If there's no response from the recipient, the order will usually be either:

1. Returned to the store.
Once the order has been returned to the store you can rebook the order if needed. More on how to rebook an order. Please note that you will be charged a full delivery fee for the failed order.

2. Dropped off somewhere or with someone on the recipient’s behalf.
The driver will try to drop the order with someone on behalf of the recipient. Please note that there is no way to guarantee the safety of an order.

⚠️ Driver picked up a wrong order from the merchant
It is merchants responsibility to ensure that the right order is given to the driver with all items. Please follow below instructions depending on if the wrong order has already been delivered or not.

1. The wrong order has already been delivered to the recipient
Due to safety reasons, the driver will not pick up the wrong order from the recipient in an attempt to redeliver it. You can rebook and attempt to redeliver a new order. More on how to rebook an order <link how to repeat a booking> Please note that you will be charged the delivery fee for this order.

2. The wrong order has not yet been delivered
Contact the driver to return the items to the store to exchange for the correct order. If you are can't reach the driver, contact the Live Operations team via the Dashboard Chat. Please note that you may be charged a cancellation fee for this order.

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