What to do when a customer is unavailable at drop-off

Occasionally you'll arrive at a drop-off location and the customer isn't there or doesn't respond. GoRoute has a clear process for handling this situation so you're not stuck waiting indefinitely.

For "hand to me" orders

If the customer selected hand to me but doesn't answer the door:

Knock or ring the doorbell and wait a moment.
If there's no response, tap Can't hand to customer in the app. This starts a 5-minute wait timer.
During the timer, GoRoute automatically sends the customer a text and push notification letting them know you're waiting.
You can also try calling or texting the customer directly through the app's built-in communication feature (your personal number stays hidden).
If the customer still doesn't appear after 5 minutes, you'll be prompted to leave the order at the door, take a photo, and complete the delivery.

For "leave at door" orders

These are straightforward — place the order at the specified location (front door, side entrance, etc.), take a clear photo showing the delivery, and tap Complete Delivery. If the delivery instructions are unclear or the location seems wrong, try reaching out to the customer for clarification before leaving the order.

Inaccessible locations

If you can't access the drop-off point — for example, a gated community with no code provided, a locked apartment building, or an incorrect address — contact the customer through the app. If they don't respond within the 5-minute timer, leave the order in the safest accessible spot, take a photo, and complete the delivery. Note any access issues in the delivery comments.

You're always paid

Regardless of whether the customer picks up the food, you receive your full base pay and any applicable bonuses for the delivery. Unavailable customers do not affect your rating or metrics — the situation is between GoRoute and the customer.