How to: submit a return request

Sometimes deliveries cannot be completed. This may happen if:

• No one is home
• It is not safe to leave the item
• The patient has been discharged
• There is no contact number available

Step 1: Mark “Cannot Deliver”

On the job page, click the “Cannot Deliver” button.

Step 2: Attempt Contact

You must attempt to contact both the Recipient and the Sender:

• Call each party at least 3 times
• Make the calls through the app so that call records are logged

Step 3: Request a Return

If you are still unable to complete the delivery:

1. Click “Request to Return”
2. Select a reason
3. Click “Continue to Return Item”

Step 4: Provide Proof of Visit

• Take a photo of the street or door number as proof that you attended the location
• Click Next to submit the return request

You can also add notes if there are any additional details.

After submission, please wait for the Sender or Admin to approve or decline the request.

Step 5: Return the Item

Once the return is approved:

• You must return the item by 12:00 pm (noon) on the next business day
• Do not close the job until the return is completed

When returning the goods:

• Ensure the Sender signs off on the returned items (same as a normal delivery)

Return Scenarios

If You Have Another Run with the Same Sender

If you are scheduled for another run with the same Sender the next day:

• Return the item during your next pick-up
• The return is free (no extra trip required)

If You Do Not Have Another Run

If you do not have another run with the same Sender:

• You will be paid a return fee
• You must still return the item by 12:00 pm (noon) the next business day

Take Care of the Goods

While the item is in your care, you must keep it safe and in good condition.

This is especially important for sensitive items such as flowers.
Please do not leave them unattended in your car or allow them to be damaged.