Ring/knock for the customer’s attention. In case there is no response, please make sure to follow the steps in this process:
Call the customer at least 3 times in a 5-minute frame to inform them of your arrival. If the customer is still unresponsive, follow the appropriate process below:
- Take a photo of the order with the apartment/building number visible
- Take a screenshot of the calls made to the customer
- Send the photo of the order and the screenshot of the calls to the Support team with the message Customer is not responding. There is no need to call the Support team.
- If the 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.
- If the order is cashless with age-restricted items, dispose of the order. Don’t leave the order at the address.
- If it’s a 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.
- If you followed the instructions above (tried to contact the eater and sent us the photo of the order and a screenshot of the calls), there's no need to wait for the Support team callback/response. After marking the order as delivered, you may leave the address.
