This best practices guide is on how to follow customer instructions when packages reach their final destination and was curated using tips from customers and fellow drivers.  The screen to the left illustrates how to see delivery instructions for each stop along your route, and the ability to directly contact Driver Support in the top right corner in the Driver app.

Delivery Instructions Best Practices:

• Customers who provide delivery instructions expect drivers to follow those instructions to the best of their ability. The following are commonly found in instructions:

  • 1. • Access codes to get in a building, gate, or door

       • Deliver to a specific door (i.e. back or side door instead of the front door)

       • Leave with concierge or receptionist

       • Deliver to apartment door

       • What NOT to do during the delivery

• Generally, when a customer specifies “front” or “apartment” door, they are referring to the door to their residence rather than a lobby or front room in an apartment building.

• Double check to ensure instructions have been followed: Once at the delivery location, be sure to review the instructions section on the stop page in the app. 

• Contact the Customer:  Top drivers tell us that reaching out to the customer can make all the difference. If you are ever unsure about a customer’s instructions, reach out to them via the call customer button in the app or message support. 

• Having Trouble Getting in the Apartment? Contact Support!
  Message support in the Driver app and a support teammate will get in contact with you shortly to help you get into the building. 

Other Useful Tips:

• If you are delivering between 8am-8pm, ring the doorbell or knock (unless instructions say otherwise).

• For safety reasons, avoid putting packages directly in front of any doors so customers can easily open the door and avoid tripping on the package.