A package is considered misdelivered when it is lost, damaged, or delivered to the wrong location. 

We understand that even when trying your best that mistakes happen. It is recommended to limit misdeliveries to fewer than 3 packages for every 250 delivered and that you attempt to correct misdeliveries when they do occur. 

We recommend reading the Delivery Issues & Questions in the Driver Help Center to understand how to best address common delivery issues that could lead to a misdelivery.

We understand there are many factors that might cause a misdelivery. Rare mistakes should not lead to restricted access to the platform 

1. Double check the address and instructions:  Before delivering, take the time to double check on your Driver App that you’re on the correct street and at the correct house or apartment number.  Also check for specific instructions such as a building code or specific drop-off location.

2. Take a break:  Data shows that misdeliveries are more likely to occur late in a driver’s route or when drivers take multiple routes in the same day. So make sure to take a break to recharge before you begin your second route.

3. Don’t guess:  If you’re confused at a stop, rather than guessing what to do next, top drivers tell us they take the following steps to resolve this confusion:

• Check the customer instructions provided in the Driver App

• Contact Support

• Call the Customer (if provided in Driver App)

4. Take clear photos:  Using the proof-of-delivery feature on your app, take a clear photo of where you left the package. This helps customers and the Veho support team problem-solve a missed delivery. 

5. Pay it forward.

If a customer’s address or instructions are incomplete, confusing or even incorrect, let our Support Team know! This really helps other drivers successfully deliver in the future.