This guide will go over handling alcohol as well as what actions to take if the customer is not home and the item needs to be marked “undeliverable”.
Before going into the steps of how to proceed with an “undeliverable”, we need to do a quick overview of Trexity’s alcohol policy as these are typically the most common orders marked as “undeliverable”.
- Alcohol is to never be left unattended or with a minor.
- Doing the above will result in a temporary or permanent removal from the Trexity platform.
- If you are uncomfortable with delivering alcohol then it is absolutely not required. We can remove you from being pinged on the app for those deliveries.
- Sometimes merchants can sometimes forget to mark off whether a delivery is alcohol or not. If you are aware that the delivery contains alcohol, please ensure that you follow this policy regardless.
- To be considered acceptable, the valid identification must include an individual’s:
⇨ Date of Birth
- Examples of these are:
⇨ Driver's License
⇨ Canadian military identification card
⇨ Health Card
⇨ Canadian citizenship card issued before February 1, 2012
⇨ Canadian permanent resident card
⇨ U.S. permanent resident card
- Expired identification is not allowed.
For more information, please visit the Alcohol and Gaming Commission of Ontario or Manitoba Liquor and Lotteries Corporation websites.
This part will go over what to do if you cannot deliver an order to a customer. It should be noted that “undeliverables” result in a return trip back to the merchant for yourself with the order as well as a return fee for the merchant. We want to avoid having to mark things as “undeliverable” unless absolutely necessary.
- Make sure you reach out to the customer first.
Calling them through the app will not give out your number. The customer will receive a tracking link once you are on your way to them though and will be able to see where you are, if necessary. They can guide you to where you should be in the event that you may be in the right spot.
- See if the order is marked with an “in-person handoff” or contains alcohol.
While this doesn’t always mean the order actually requires a handoff or actually has alcohol in it, it is always good to double check if possible.
If neither are checked off, then you can go ahead and check if there is a safe place to place it or a concierge/reception to drop off at. If there is, then feel free to place the order there and let support staff and, if possible, the customer know where it has been left.
A picture is always a good idea just in case the customer comes back saying they were unable to find the order. You can send one in to the support staff through the Trexity Driver app. That way you have proof for the customer if they ask about it.
Should you not be able to do any of the previous steps, then you can move on to contacting support staff using the Trexity Driver app to let them know the order you need to have them mark as “undeliverable” (especially if you have more than one route on you) and why it needs to be marked “undeliverable”, followed by the photo.
- Wait for support staff to follow their procedure.
Once you’ve alerted the support team to the order, they will reach out to the customer then the merchant to see what the next steps are. Sometimes merchants will put in the notes what drivers should do if a customer is not home/not responding.
Support staff may take a few moments, so your patience is greatly appreciated. Once they have followed their procedure, they will let you know how to proceed with the order. Sometimes the merchant may offer an alternative solution to avoid the return.
- Your order is marked “undeliverable”.
Once the support staff have marked it as “undeliverable”, the app will update and continue the route for you. When you’ve completed the full route, the app will then automatically create a return trip for you which you will get paid for. No label is needed, the app will be able to tell if you’re at the correct destination unless there is a technical issue.
Under certain circumstances, a delivery might need to be returned in the middle of a route. These include the merchant closing before you will complete the route or it makes more sense to have you deliver it back before continuing the rest of your route. In those cases where an order is marked “undeliverable” and the merchant has closed, please reach out to support staff for alternative arrangements.
- Prescriptions do not always require an in-person handoff. The merchant will mark off whether it does. Handoffs are checked off either because the customer has asked for it or the medication being delivered is regulated by federal or provincial laws and therefore can only be picked up by the person it is prescribed to.
- If you contact a customer to let them know you are there and they ask you to leave alcohol (or similar) there for them, please inform them of the policy. It is not only against our company policy, but it is also illegal. If you are caught leaving alcohol unattended by authorities, it may also result in a financial penalty or potential legal action.
- Should a customer become difficult because they are upset you will not leave the delivery, please direct them to reach out to Trexity at email@example.com. We will be able to answer any of their questions. If they won’t take that for an answer, please reach out to Trexity support staff through the Trexity Driver app.
- An email/alert is sent to the customer to inform them that a package has been marked “delivered” or “undelivered”. Often if a delivery is marked as “undeliverable”, they will reach out to support to ask why it was not delivered. This is why we want to make sure we take every step possible to ensure we’ve followed procedures. It ensures when we investigate we can let the customer (or sometimes the merchant) know exactly what happened for liability purposes.