Ring/knock for the customer’s attention. In case there is no response, make sure to follow these steps:
- Call the customer at least 3 times in a 5-minute frame and send them a chat message in-app to inform them of your arrival. If the customer is still unresponsive, follow the steps below:
- Take a photo of the order with the apartment/building number visible
- Send the photo of the order to the Support team with the message Customer is not responding. If the order contains electronics, request compensation for going back to the store in the same message and return the electronics to the store. There is no need to call the Support team.
- Proceed based on the order type:
Order is cashless with no age-restricted items
- Leave the order at the customer's door or in the pinned location. If the location has a reception or security, leave the order with them.
Order is cashless with age-restricted items
- Dispose of the order. Don’t leave the order at the address.
Cash order (with or without age-restricted items)
- Dispose of the order. Don’t leave the order at the address.
- Mark the order as delivered and leave the address.
There is no need to inform the Support team if you followed the instructions above and sent them the photo of the order.
