DRIVER OPERATIONS GUIDE

Delivery Protocols & Issue Resolution

Clear guidance for handling access problems, incorrect navigation, delivery exceptions, customer interactions, and proof-of-delivery requirements while protecting route performance.

View Solutions Delivery Protocols Best POD Practices
QUICK INDEX

Find the Issue You’re Facing

Use the categories below to jump directly to the relevant guidance.

COMPLICATIONS & SOLUTIONS

Resolve Common Delivery Problems Correctly

Open each item for the complication, required response, and claim-prevention guidance.

01

Access & Parking

Getting to the delivery point safely and legally.

Gated Apartments & Call Box Issues+
Complication

The call box is not working, access instructions are missing, or the customer is unresponsive.

Required Response
  • Check the delivery notes and attempt the available gate or call-box instructions.
  • Call or text the customer through the approved contact method.
  • Wait briefly when safe, then continue the route and circle back later if practical.
  • If access remains unavailable, follow the undeliverable-package protocol and mark the exception correctly.
  • Never leave a package outside a gated complex or in an unsecured public area.
Parking Challenges+
Complication

No legal parking is immediately available near the delivery location.

Required Response
  • Use authorized guest, visitor, loading, or driveway access when safe and permitted.
  • Park at the nearest legal location and walk the stop when necessary.
  • Do not block fire lanes, traffic, emergency access, driveways, or tow-away zones.
  • Do not create a safety violation to save time on a delivery.
03

Drop-Off & Proof

Customer interaction, placement, and complete delivery evidence.

Customer Approaches Before Photos Are Completed+
Complication

The customer attempts to take the package before the required confirmation process is complete.

Required Response
  • Politely explain that the delivery confirmation must be completed first.
  • Capture the required package and location photos before completing the handoff when possible.
  • If the customer will not wait, document the handoff as clearly as permitted by policy.
  • Never mark a package delivered without appropriate proof and location verification.
Unclear Drop-Off Instructions+
Complication

The app does not provide clear placement instructions and the customer cannot be reached.

Required Response
  • Review all notes for door, mailroom, reception, locker, or front-office instructions.
  • Deliver to the door when instructed and lawful access is available.
  • Only use a safe, authorized, and clearly documented location.
  • Do not use mailboxes, community mailbox clusters, or unsecured public areas.
  • Capture clear, well-lit photos that show the package and placement.
Weather & Package Protection+
Complication

Rain, snow, heat, or other conditions may damage a package left outside.

Required Response
  • Use a covered, elevated, and secure location whenever available.
  • Use protective covering only when approved and available.
  • Do not place a package where water runoff, sprinklers, or exposure may damage it.
  • Contact the customer or dispatch when no protected and authorized location exists.
04

Exceptions & Delays

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

Customer Unavailable and No Safe Drop-Off+
Complication

No secure authorized location is available and the customer is unresponsive.

Required Response
  • Attempt customer contact using the approved method.
  • Check whether an authorized front office, reception desk, or mailroom can accept the package.
  • If no safe option exists, mark the exception correctly and notify dispatch.
  • Retain and return the package according to the applicable return protocol.
Package Refused by Customer+
Complication

The customer refuses the package or states that the intended recipient no longer lives there.

Required Response
  • Confirm the recipient name and delivery address shown on the package.
  • Do not pressure the customer to accept a refused package.
  • Mark the package correctly as refused and document the stated reason.
  • Return it according to the assigned warehouse or contract protocol.
Time-Sensitive Deliveries and Major Delays+
Complication

Traffic, closures, access failures, weather, or route issues create a meaningful delay.

Required Response
  • Monitor route progress and estimated completion time throughout the route.
  • Notify dispatch promptly when a delay may affect completion or a time-sensitive stop.
  • Prioritize stops only when permitted by the assigned route instructions.
  • Document the cause and follow any updated guidance provided by dispatch.
DELIVERY STANDARDS

CNS Delivery Protocols

These standards protect customers, drivers, Regional Delivery Partners, and contracting companies.

✓

Required Actions

  • Verify all assigned packages before leaving the warehouse.
  • Report missing, damaged, duplicate, or misrouted packages immediately.
  • Follow access and placement instructions exactly.
  • Attempt customer contact when access details are missing or unclear.
  • Upload every required proof-of-delivery photo.
  • Attempt a second delivery when directed, with no more than two total attempts unless instructed otherwise.
  • Return undeliverable packages by Day 3 at the latest, or earlier when the assigned contract requires it.
  • Communicate route issues through the approved driver or dispatch channel.
×

Strictly Prohibited

  • Do not deliver inside mailboxes or community mailbox clusters.
  • Do not leave packages outside inaccessible apartment complexes.
  • Do not leave packages outside closed businesses without authorization.
  • Do not use unsecured public areas as delivery locations.
  • Do not mark a package delivered without reaching and documenting the proper location.
  • Do not hand packages to unverified individuals.
  • Do not retain packages beyond the return deadline.
  • Do not ignore package, address, route, or scanning discrepancies.
When in doubt, contact dispatch before completing an uncertain delivery.

A delayed but properly documented exception is generally safer than an unauthorized drop-off that creates a loss or customer claim.

PROOF OF DELIVERY

The Three Required Photo Views

Clear, complete images help verify the package, destination, and final placement.

Example of a clear package-label photo
PHOTO 01

Package Picture

Capture a readable view of the package and label so the assigned item and receiver information can be verified.

Example showing the package and visible delivery address
PHOTO 02

Address Picture

Show the package with the house, building, curb, or unit number visible whenever possible. Never place packages inside a mailbox.

Example showing the full final package drop-off location
PHOTO 03

Drop-Off Location

Step back and capture the complete door or placement area. For apartments, include the unit number when it is visible.

Photo Quality Checklist
Well litIn focusPackage visibleLocation visibleNo obstructed lens
DRIVER SUPPORT

Need Help During an Active Route?

Contact your assigned dispatch channel or Regional Delivery Partner immediately when an issue could affect package security, route completion, or customer service.

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