Delivery Protocols & Issue Resolution

 

CNS DELIVERS

Driver Complications & Solutions

Guidelines for handling common delivery issues efficiently, protecting route performance, and maintaining clean proof-of-delivery standards.

View Solutions Delivery Protocols Best POD Practices
Access & Parking Entry, parking, and gate issues
Navigation & Address Wrong pins, bad routing, and address errors
Proof & Exceptions Drop-off, POD, delays, and refusal handling
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Quick Index

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Complications & Solutions

Access & Parking Getting to the door safely

Use these steps to keep your route moving without creating claims.

1. Gated Apartments & Call Box IssuesExpand / Collapse

Complication

The driver reaches an apartment complex, but the call box is not working, or the customer is unresponsive.

Solution

  • Check if the gate is open and attempt to enter.
  • If there’s a contact number on the delivery app, call or text the customer.
  • Try using the call box if available.
  • Wait a few minutes in case another resident enters or exits.
  • If access is still not possible, move to the next stop and circle back later.
  • If still unsuccessful, follow delivery failure protocol and mark correctly.
2. Parking ChallengesExpand / Collapse

Complication

The driver is unable to find street parking near the delivery location.

Solution

  • If safe and permitted, pull into the driveway to complete the delivery quickly.
  • Look for guest or visitor parking at apartment complexes.
  • If no immediate parking is available, park at the nearest legal location and walk the stop.
  • Avoid blocking fire lanes or parking in tow zones.

Navigation & Address Prevent detours and wrong-address drops

Verify early to avoid wasted time and delivery disputes.

3. Navigation & Address VerificationExpand / Collapse

Complication

The GPS directs the driver to an incorrect or far-off location.

Solution

  • Before driving long distances, double-check the address entered in the app.
  • If ETA is far beyond the expected route, verify with a quick map search.
  • Zoom out on the map to identify a more direct route.
  • If navigation sends you in circles, stop and validate the actual destination before continuing.
6. Address Entry ErrorsExpand / Collapse

Complication

The system does not recognize an address or leads to an incorrect location.

Solution

  • Verify the full address, including unit number and zip code.
  • Manually adjust the pin location if needed.
  • Contact dispatch to confirm the proper address before proceeding.
  • Never leave a package at the wrong address even if the pin seems close.

Drop-Off & Proof Photos, placement, and customer interaction

Proof of delivery protects you and keeps routes clean.

4. Delivery Confirmation & Customer InteractionExpand / Collapse

Complication

The customer comes outside before the delivery confirmation process is completed.

Solution

  • Politely let the customer know you need a moment to complete the process.
  • Ensure photos are taken at the correct location before handing it over.
  • If the customer refuses to wait, document the handoff as clearly as possible per policy.
  • Always follow proof-of-delivery protocol.
5. Unclear Drop-Off InstructionsExpand / Collapse

Complication

The delivery app does not specify clear drop-off instructions, and the customer is unresponsive.

Solution

  • Check delivery notes for a mailroom, front office, or locker instruction.
  • If instructions say door delivery, deliver to the door when access is available.
  • If no instructions are provided, only use a safe authorized location.
  • Always take clear, well-lit photos.
9. Weather & Package ProtectionExpand / Collapse

Complication

Rain or extreme weather conditions may damage the package if left outside.

Solution

  • Place the package under a covered area whenever possible.
  • Use protective covering if available.
  • If no secure area exists, notify the customer or follow dispatch guidance.

Exceptions & Delays When things don’t go as planned

Handle refusal, no-safe-drop, and delays with clean documentation.

7. Customer Not Available & No Safe Drop-Off LocationExpand / Collapse

Complication

No secure location is available to leave the package, and the customer is unresponsive.

Solution

  • Attempt customer contact through the app or phone.
  • Check whether a front office or reception can accept the package.
  • If no safe option exists, follow undelivered package protocol and notify dispatch.
8. Package Refusal by CustomerExpand / Collapse

Complication

The customer refuses the package or states they no longer live at that location.

Solution

  • Confirm the name and address on the package.
  • If still refused, mark the package correctly as refused.
  • Document the refusal reason and return per policy.
10. Time-Sensitive Deliveries & DelaysExpand / Collapse

Complication

The driver is running late due to traffic, closures, or repeated access failures.

Solution

  • Monitor ETAs and notify dispatch if delays become excessive.
  • Prioritize time-sensitive stops if permitted.
  • Communicate meaningful delays through proper channels for tracking.
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CNS Delivery Protocols – Do’s & Don’ts

DO’S (Required Actions)

  • Verify all packages at the warehouse before leaving.
  • Communicate immediately in the driver group chat if misrouting occurs.
  • Attempt a second delivery if access is not available on the first attempt, with a maximum of 2 attempts total.
  • Return undeliverable packages by Day 3 at the latest.
  • Follow access instructions exactly as provided.
  • Contact the customer when access codes are missing or the location is unclear.
  • Upload required delivery photos for every package.
  • Report issues immediately so the customer can be updated properly.

DON’TS (Strictly Prohibited)

  • Do not deliver to mailboxes or community mailbox clusters.
  • Do not leave packages outside apartment complexes when access codes are missing.
  • Do not leave packages outside closed businesses.
  • Do not leave packages in unsecured public areas.
  • Do not mark a package as delivered without proper access to the drop-off point.
  • Do not hand a package to unverified individuals.
  • Do not hold packages longer than 3 days from pick-up date.
  • Do not ignore misrouted packages.
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Best POD Practices

Taking clear, high-quality delivery photos reduces claim risk and helps protect route compensation.

Package picture example

First Picture: Package Picture

A clear image of the package label helps verify the correct package and receiver information.

Address picture example

Second Picture: Address Picture

Capture the package with the address visible. Address numbers can be on the curb, mailbox area, or the house.

Reminder: mailbox deliveries are not allowed.

Drop-off picture example

Third Picture: Drop-Off Location

Step back to capture the entire door and drop-off location. For apartments, include the unit number when visible.

Driver Support

Need help during a route? Contact support for quick resolution.

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