Unexpected situations

Sometimes things don’t go according to plan. For example, a customer might not respond or you might get a strange request. Here’s what to do in these kinds of situations.

The sender doesn’t respond:

Wait 10 minutes. Call the recipient at least 3 times. If there’s still no response, cancel the order by pressing the “Cancel” button.

The recipient doesn’t respond:

Wait 10 minutes. Call the recipient at least 3 times. After three missed calls, the “Return Delivery” button will appear. Press it. If this button doesn’t appear, contact Support and follow the instructions.

Call the sender and ask if they are willing to take the package back. If the answer is yes, take the package back to the sender. The cost of the order will be recalculated to include the return delivery.

If you cannot get through to the sender to return the package, contact Support and they will tell you what to do.

The package is heavier than allowed

Packages cannot exceed 10 kg for the Courier rate and 20 kg for the Express rate. If the package weighs more than the allowed maximum weight, you can decline the order.

You get a strange request from a user

If a user asks you to do something unrelated to the delivery, like withdraw money from an ATM or leave the package somewhere instead of handing it directly to the recipient, refuse the request and report it to Support.

You are denied access into the user’s building

If you’re at Point A, call the sender and inform them of the situation.

If you’re at Point B, call the recipient and inform them of the situation.

You need to cancel an order:

Most orders can only be canceled before they are collected from the sender. Exception: Orders from restaurants must be canceled before the restaurant starts preparing the food. If the food is already ready, the order must be collected and delivered to the recipient.

To cancel, press the “Cancel order” button on the order card and indicate why you cannot fulfill the order. The app will review your case automatically.

To prevent accidental cancellations, the app will remind you about the rules for canceling an order.

Don’t cancel orders too often. If you regularly cancel accepted orders, your account access may be restricted.

You need to cancel part of a multi-stop delivery

These types of orders are usually from online stores. If there is a problem with a specific part of an order (e.g., a package is not ready for delivery or does not meet the requirements), you can cancel the pickup of this package without canceling the entire order. To do this, click on the three dots next to the “Package picked up” button and select “Cancel pickup”.

The sender gives you a package in poor condition

If you’re given a package in poor condition (e.g., it is crumpled, broken, or ripped), tell the sender immediately. If the sender does not agree that the package is in poor condition and insists on it being delivered, take a picture of both the package and the sender, and make sure to save it.

Dirty packages violate our service standards. If you’re given a dirty package, you are allowed to decline the order.

The “Door-to-Door” option was not selected in the order, but the recipient requests it anyway

Explain to the recipient that they need to meet you to pick up the package. If the recipient does not want to pick up the package themselves, contact Support and they will tell you what to do.

Another courier picks up your order

If you arrive at a restaurant or store and find that your order has already been handed over to another courier, do not cancel the order. Contact Support and they will help you.