What do I do if a customer is not in?
Follow the app's process and photograph everything. Do not improvise.
Last checked 12/09/2026.
Use the in-app process for the platform you are on - attempted delivery, safe place, neighbour or return to depot. Doing it in the app is what protects you if the parcel is later disputed.
Photograph the delivery location whatever you do, including the safe place if you use one. Photographic proof is the difference between a resolved query and a deduction from your pay.
Never leave a parcel somewhere the customer has not authorised and the app has not recorded. That is the situation where the loss lands on you.
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You can usually appeal, and you should - but keep your own records, because losing access can mean losing your earnings history.
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What happens if I have an accident while working?
Your motor insurance handles the vehicle, provided the policy covers delivery. There is generally no sick pay, which is the risk self-employment carries.
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What do I do if I cannot find the delivery address?
Contact the customer through the app first, then use the platform's in-app support. Do not leave the parcel somewhere unrecorded.
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