Driver Complications & Solutions

Guidelines for Handling Common Delivery Issues Efficiently

1. Gated Apartments & Call Box Issues

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 for a few minutes in case another resident enters or exits.
• If access is still not possible, move on to the next delivery and circle back later.
• If a return attempt is unsuccessful, follow the delivery failure protocol (e.g., marking as undeliverable with a valid reason).

2. Parking Challenges

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 to the delivery point.
• Avoid blocking fire lanes or parking in tow zones to prevent fines or vehicle issues.

3. Navigation & Address Verification

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 the estimated arrival time is more than 10-15 minutes beyond the expected route, confirm the location with a quick map search.
• Zoom out on the map to identify a more direct route and prevent unnecessary detours.
• If the navigation sends you in circles, check if a simple U-turn could resolve the issue faster.

4. Delivery Confirmation & Customer Interaction

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

Solution:

• Politely let the customer know: "I appreciate you coming out! I just need a quick moment to complete the delivery process"
• Ensure photos of the package at the correct location are taken before handing it over.
• If the customer refuses to wait, place the package in a safe location and take the required photos before leaving.
• Always follow company protocols for proof of delivery to avoid disputes.

5. Unclear Drop-Off Instructions

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

Solution:

• Check if the delivery notes specify an alternative drop-off point (e.g., mailroom, front office, package locker).
• If notes indicate to drop off at door and not in Mail rooms, please proceed to drop off at door and do not leave in Mail rooms.
• If no instructions are provided, proceed to drop off in Mail rooms and make sure to take visible wide shot images of drop off.

Always take clear, well-lit delivery photos as proof.

6. Address Entry Errors

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

Solution:

• Verify that the address is entered correctly (double-check for missing unit numbers or zip code errors).
• If using a delivery app, manually adjust the pin location to match the correct drop-off point.
• If necessary, contact dispatch to confirm the correct address before proceeding.
• NEVER leave at wrong address even if app indicates correct geographic location.

7. Customer Not Available & No Safe Drop-Off Location

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

Solution:

• Attempt to contact the customer via the app or provided phone number.
• If there's a front office or reception area, check if they can accept the package.
• If no safe option exists, follow undelivered package protocols (e.g., reschedule, return to warehouse, or notify dispatch).

8. Package Refusal by Customer

Complication: The customer refuses to accept the package, claiming they did not order it or has moved and does not provide local updated address

Solution:

• Confirm the name and address on the package with the customer.
• If the customer still refuses, mark the delivery as Refused in the app and return the package according to company policy.
• Take a photo of the package and document the reason for refusal.

9. Weather & Package Protection

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

Solution:

• If possible, place the package under a covered area or use a plastic bag for protection.
• If no secure area is available, notify the customer via the app and ask for further instructions.

10. Time-Sensitive Deliveries & Delays

Complication: The driver is running late due to unexpected traffic, road closures, or multiple failed delivery attempts.

Solution:

• Keep an eye on estimated delivery times and notify dispatch if excessive delays occur.
• Prioritize high-priority deliveries first if permitted by company guidelines.
• Always communicate significant delays through the delivery app or dispatch to ensure proper tracking.