⚠️ Driver arrived but the order is not ready
The driver may wait until the order is ready. Please note that waiting time charges will be applied. If the driver is unable to wait for the order:
1. Cancel the current order. More on this: How do I cancel an order?
2. Repeat the Booking. Remember to change the delivery schedule to reflect the preferred delivery window. More on this: How do I rebook an order?
⚠️ Driver arrived but the vehicle is not large enough
To request a larger vehicle please follow these instructions:
1. Cancel the current order. More on this: How do I cancel an order?
2. Repeat the Booking. Remember to specify your preferred vehicle in the Parcel Specifications. More on this: How do I rebook an order?
Please note that there will be a cancellation charge from the courier.
⚠️ It's past the requested pick up time but a driver hasn't arrived
If the driver is running late, you may do one of the following:
1. Call the driver using the phone number provided in the order docket.
2. If you can't reach the driver via phone you can contact the Live Operations team via the Dashboard Chat.
Please note that several factors can hinder the driver’s ability to arrive at the pick up location on time. Some of those factors may include: inability to find the pickup location, traffic conditions, delays on previous jobs or vehicle malfunction.