What to do when you can’t reach a customer

Can't reach the customers?

We know you always want to make sure customers receive their food safely, but sometimes it can be difficult to reach or find a customer. For example, their delivery notes may be unclear or they might not be answering their door.


We’ve built a step-by-step process for times like this into the rider app. These steps help you to contact the customer in every way possible and gives them a reasonable amount of time to respond. You can find them below the order details on the Order screen.

If they still don’t get in touch or appear at their door, you can mark the order as delivered and let the customer and our team know where you’ve left it, without having to call Rider Support.


Send them a message
Tap ‘Chat with…’ to open a Chat window with the customer. To save you time, there’ll be a few ready-made messages for you to choose from.

Give them a call
If they don’t reply, return to the Order screen and tap ‘Call’.

Tell them you’re leaving soon
If the customer doesn’t answer their phone or respond to your message, the option to send them a push notification will become available underneath the ‘Call’ option 2 minutes later. This lets the customer know that if they don’t respond quickly, you’ll have to leave.

Leave the order after 5 minutes
So you’ve messaged, called and sent a push notification to the customer but still haven’t heard from them? 5 minutes after you’ve sent them a push notification, you’ll be able to complete the delivery in the app. A reason list – the same one you usually see – will appear. All you need to do is select your reason, mark the order complete and leave it in a safe place for the customer.

If you can’t find a safe place to leave the order, please contact the Live Support who will be able to advise you what to do next.


Please contact the Rider Support team who will be able to advise you what to do next.

Completing these steps each time you can’t reach a customer means we’ll have a record of all the ways you attempted to get in touch if the customer contacts our Customer Care team. It also means you can get back on the road quicker knowing you’ve done all you can to reach them.

Yes, you can message a customer using customer chat any time before you complete an order.

If the customer responds at any time you can deliver their order and simply tap ‘Order delivered’ in your app.

If someone else does take an order you left on a customer’s doorstep, these steps will help us confirm that you did everything you could to get in touch with the customer, and gave them a reasonable amount of time to respond before leaving their order.

You should always leave a customer’s order in a safe place – ideally somewhere private and quiet. If you can’t find a safe location to leave the customer’s order you should contact the Rider Support team who will be able to advise you on what to do next.