Can't reach customer

We know you always want to make sure customers receive their food safely.

Sometimes it can be difficult to reach a customer, or know what to do when you can’t get hold of them. Here some advice to help you to contact the customer in every way possible and gives them a reasonable amount of time to respond.

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 the Chat icon in the top right-hand corner of the Deliver order screen to send the customer a message in chat.
There’ll be a few ready-made messages for you to choose from.

Give them a call

If they don’t reply, tap the ? icon in the top right hand corner of your screen and select ‘Call’.

Send a ‘Leaving soon’ alert

If the customer doesn’t answer their phone or respond to your message, the option to send them a push notification will become available 2 minutes later.
To send a notification, tap the ? icon again.
The alert lets the customer know that if they don’t respond quickly, you’ll have to leave.

Leave the order

If the customer still doesn’t respond, you should leave the order in a safe place, like outside their door, or with the building concierge or a neighbour. Remember to remove any age restricted products like alcohol from the order – you should never deliver these items without checking the customer’s ID at the door.

Tap Leave Order in the rider app, and choose from the list to explain where you’re leaving the order. 

Use your mobile phone to take a photo of where you’re leaving the customer’s order. You’ll need to allow the rider app to access your phone camera. It’s important that you don’t include any people’s faces or any other identity information, for privacy reasons.


  • Should I do that each time I can’t reach a customer?

That we'll help us to prove 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.

  • Can I still message a customer using Chat after I’ve called them or sent them an alert?

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