What happens if the recipient is unavailable or the location is closed?
The next steps depend on whether you've selected Authority to Leave (ATL).
What is Authority to Leave (ATL)?
Authority to Leave (ATL) is an option that allows our drivers to leave an order at the delivery location unattended and in a safe place.
What happens if ATL is selected and the recipient is unavailable?
- If there is a safe place: The Sherpa driver will leave the item and take a photo of where it was left.
- If there is no safe place: The Sherpa driver will book a return to the pick-up location.
What happens if ATL is not selected and the recipient is unavailable?
- The Sherpa driver will first contact the recipient.
- If the driver cannot get in touch with the recipient, they will book a return on their app and return the order to the pick-up point.
- Once your item has been returned to the pick-up location and you still wish to proceed, you may book a new job at a future time or date.
Will I be charged for a return or redelivery?
Yes, if a return or redelivery needs to be booked, you (the User) will be charged.
What happens if ATL is not selected and the recipient is unavailable?
If ATL is not selected and the recipient is unavailable, here's the process:
- Driver Contact Attempt: The Sherpa driver will first attempt to contact the recipient.
- If Contact Fails: If the driver cannot get in touch with the recipient, they will book a return on their app.
- Return to Pick-Up Point: The order will be returned to the pick-up point.
- Next Steps: Once your item has been returned to the pick-up location, you can book a new job at a future time or date if you still wish to proceed.