Delivery Protocols & Issue Resolution

Driver Complications & Solutions

Guidelines for handling common delivery issues efficiently.

View Solutions Delivery Protocols Best POD Practices

Quick Index

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 Issues Expand / 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 (mark undeliverable with valid reason).
2. Parking Challenges Expand / 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 to the delivery point.
  • Avoid blocking fire lanes or parking in tow zones to prevent fines or vehicle issues.

Navigation & Address Prevent detours and wrong-address drops

Verify early to avoid wasted time and delivery disputes.

3. Navigation & Address Verification Expand / 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 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 navigation sends you in circles, check if a simple U-turn could resolve the issue faster.
6. Address Entry Errors Expand / Collapse

Complication

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

Solution

  • Verify that the address is entered correctly (missing unit numbers or zip code errors).
  • 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 the wrong address even if the app indicates correct geographic location.

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

Proof of delivery protects you and keeps routes clean.

4. Delivery Confirmation & Customer Interaction Expand / Collapse

Complication

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

Solution

  • Politely: “I appreciate you coming out! I just need a quick moment to complete the delivery process.”
  • Ensure photos are taken at the correct location before handing it over.
  • If customer refuses to wait, place it safely and take required photos before leaving.
  • Always follow proof-of-delivery protocol to avoid disputes.
5. Unclear Drop-Off Instructions Expand / Collapse

Complication

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

Solution

  • Check delivery notes for an alternative drop-off point (mailroom, front office, locker).
  • If notes indicate to drop off at door and not in mailrooms, deliver to door.
  • If no instructions are provided, proceed to drop off in mailrooms and take visible wide-shot photos.
  • Always take clear, well-lit photos as proof.
9. Weather & Package Protection Expand / Collapse

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.

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 Location Expand / Collapse

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, check if they can accept the package.
  • If no safe option exists, follow undelivered package protocols (reschedule/return/notify dispatch).
8. Package Refusal by Customer Expand / Collapse

Complication

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

Solution

  • Confirm the name and address on the package with the customer.
  • If still refused, mark delivery as Refused in the app and return per policy.
  • Take a photo and document the refusal reason.
10. Time-Sensitive Deliveries & Delays Expand / Collapse

Complication

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

Solution

  • Monitor ETAs and notify dispatch if excessive delays occur.
  • Prioritize high-priority deliveries first if permitted by guidelines.
  • Communicate significant delays through the app or dispatch for proper tracking.

CNS Delivery Protocols – Do’s & Don’ts

DO’S (Required Actions)

  • ✅ Verify all packages at the warehouse before leaving. Confirm every parcel belongs to your assigned route.
  • ✅ Communicate in the driver group chat immediately if accidental misrouting occurs so the correct driver can pick it up the same day.
  • ✅ Attempt a second delivery if access isn’t available on the first attempt to increase delivery percentage. (No more than 2 attempts total.)
  • ✅ Return undeliverable packages to the warehouse by Day 3 at the latest.
  • ✅ Follow access instructions exactly as provided on the route.
  • ✅ Contact the customer when access codes are missing or the location is unclear.
  • ✅ Upload required delivery photos for every package.
  • ✅ Report issues immediately so we can notify the customer and avoid delays.

DON’TS (Strictly Prohibited)

  • ❌ Do NOT deliver to mailboxes or community mailbox clusters.
  • ❌ Do NOT leave packages outside apartment complexes when access codes are not provided or the customer does not answer.
  • ❌ Do NOT leave packages outside closed businesses under any circumstances.
  • ❌ Do NOT leave packages in public mail areas, lobby corners, hallways, parking lots, or any unsecured location.
  • ❌ Do NOT mark a package as delivered if you never gained proper access to the drop-off point.
  • ❌ Do NOT hand a package to unverified individuals or neighbors not listed as an authorized recipient.
  • ❌ Do NOT hold packages longer than 3 days from pick-up date.
  • ❌ Do NOT ignore misrouted packages. Drivers must coordinate in the group chat to transfer packages correctly.

Best POD Practices

Taking clear, high-quality delivery photos eliminates claim risk and helps prevent compensation adjustments.

First Picture: Package Picture

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

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.

Third Picture: Drop-Off Location

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

Driver Support

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

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