En route to customer

The customer isn't responding

When you arrive at the destination, check the comments to the order: the customer may have added instructions on how to find them.

Ring the buzzer outside both the front door and the customer's apartment unless the comment states otherwise.

Try calling the customer's phone number specified in the app several times.

If you still can't reach the customer after 10 minutes from the scheduled delivery time, contact the the operator, they'll help you.

If you're certain you won't make it to the customer on time, call them and tell them you'll be late — you can do this from the app.

Then try to deliver the order as quickly as possible.

Contact the operator and give them the order number, list damaged items, and attach a photo showing the damage.

The app uses location data to calculate a realistic delivery time you can aim for.

Please try to deliver the order as quickly as possible within this time — avoid distractions on the way and stay on your route.

If the app provides too little time for a delivery, save screenshots with the timer in the app and the route on the map.

In this case, we can cancel the monetary adjustment if that order was marked as "late" in the daily report.

If the customer adds an apartment number or specifies the entrance, go on with the delivery.

If the customer asks to deliver the order to another building, street, and so on, contact the operator and briefly describe the situation.

Please ask the customer to take photos of the wrong order and let them know they should contact Support.

You don't need to take the order back to the restaurant.