What should drivers do if a customer is unavailable?

Start by following the delivery instructions in the order notes, then try to contact the customer using the in-app contact method. If you still can’t complete the drop-off safely or can’t confirm a valid handoff when required, use the in-app issue/reporting flow and follow the next steps shown in the app (which may include a return, depending on the order type and instructions).

Details

When a customer isn’t available at drop-off, the goal is to complete the delivery safely, accurately, and in a way that respects the delivery requirements (contactless vs. handoff required). In many cases, the order can still be completed successfully by following the instructions exactly and documenting appropriately.

1) Review the delivery notes and drop-off instructions

Before doing anything else, check the order notes carefully for customer-provided instructions such as:

• contactless delivery directions (e.g., “leave at door,” “leave with front desk,” “leave in lobby”)
• access details like gate codes, call box instructions, building entry steps, and preferred entrances
• “call on arrival” or “text when here” instructions (when supported in-app)

These notes are often the quickest path to a successful drop-off—especially at apartments, offices, gated communities, or buildings with a concierge/front desk.

2) Attempt contact using the approved in-app method

If you still need confirmation (for example: no safe place to leave the item, unclear entry steps, or a required handoff), attempt to contact the customer using the approved contact method in the app. This helps keep communication documented and protects both the driver and the customer.

When reaching out, keep it simple:

• confirm you’re at the correct location
• ask for the fastest instruction to complete the drop-off (entrance, unit confirmation, where to leave it)

3) If you can’t complete delivery safely, follow the in-app flow

If you cannot safely complete the delivery—or if the order requires a confirmed handoff/signature/ID check (when applicable) and the customer is unavailable—follow the app’s guidance to report the issue and proceed with the appropriate next step. Depending on the delivery type and instructions, this may include:

• waiting for a short period if prompted
• marking the delivery as unable to complete and documenting the reason
• proceeding to the next step provided by the app (which may include a return, if required)

Always prioritize safe, compliant handling—do not leave items in unsafe or restricted areas if the order requires a confirmed handoff or if leaving it would create a security risk.

What's next?

If you’re stuck during an active order or the in-app steps aren’t clear, contact Driver Support using the approved support channel in the app and provide:

• the order details
• what you’ve already tried (instructions checked + contact attempts)
• what’s blocking completion (access issue, no safe drop-off, handoff required, etc.)

We’ll help you confirm the correct next step so you can complete the order properly and keep the delivery moving.

Updated on: 04/13/2026