What to do when you can’t reach a customer

We know you always want to make sure customers receive their food safely, especially during the outbreak of COVID-19. Sometimes it can be difficult to reach a customer, or know what to do when you can’t get hold of them.

We’ve built a step-by-step process for times like this into the rider app. These steps help you to contact the customer in every way possible and gives them a reasonable amount of time to respond. If they still don’t get in touch or appear at their door, you can mark the order as delivered and let the customer and our team where you’ve left it, without having to call Rider Support.

Send them a message

Tap the Chat icon in the top right hand corner of the Deliver order screen to send the customer a message in chat. There’ll be a few ready-made messages for you to choose from.

Give them a call

If they don’t reply, tap the ? icon in the top right hand corner of your screen and select ‘Call’.

Send a ‘Leaving soon’ alert

If the customer doesn’t answer their phone or respond to your message, the option to send them a push notification will become available 2 minutes later. To send a notification, tap the ? icon again. The alert lets the customer know that if they don’t respond quickly, you’ll have to leave.

Complete the order after 5 minutes

So you’ve messaged, called and sent a push notification to the customer but still haven’t heard from them. 5 minutes after you’ve sent them a push notification, you’ll be able to complete the delivery. A reason list – the same one you usually see – will appear. All you need to do is select your reason, mark the order complete and leave it in a safe place for the customer.


What if there isn’t a safe place to leave the order?

Please contact the Rider Support team who will be able to advise you what to do next.

Should I complete all these steps each time I can’t reach a customer?

Completing these steps each time you can’t reach a customer means we’ll have a record of all the ways you attempted to get in touch if the customer contacts our Customer Care team. It also means you can get back on the road quicker knowing you’ve done all you can to reach them.

Can I still message a customer using Chat after I’ve called them or sent them an alert?

Yes, you can message a customer using customer chat any time before you complete an order.

What if the customer responds halfway through the steps?

If the customer responds at any time you can deliver their order and simply tap ‘Order delivered’ in your app.

What if someone takes an order I left for a customer?

If someone else does take an order you left on a customer’s doorstep, these steps will help us confirm that you did everything you could to get in touch with the customer, and gave them a reasonable amount of time to respond before leaving their order.

You should always leave a customer’s order in a safe place – ideally somewhere private and quiet. If you can’t find a safe location to leave the customer’s order you should contact the Rider Support team who will be able to advise you on what to do next.