What should I do if no one is available at the pick-up or delivery location?
Sometimes you may arrive at the pick-up or delivery location and find no one available. Follow these steps:
At the Pickup Location:
- Contact the User: Attempt to contact the user who booked the job.
- Contact Sherpa Support: If you cannot get in touch with the user, contact Sherpa Support via live chat or call.
Note: If you have to wait at either the pickup or delivery location, you will be reimbursed for this time. You can read more about Wait Time Fees here.
At the Delivery Location and no ATL (Authority to Leave) is provided
- Contact the Recipient: Attempt to contact the recipient of the delivery.
- Contact the User: If you cannot reach the recipient, contact the user who booked the job for alternative contact details.
- Contact Sherpa Support: If you cannot get in touch with either the recipient or the user, contact Sherpa Support via live chat or call us.
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Return the Delivery to Pickup: If you still can't get in touch with the recipient or the user, you might need to create a return through the Sherpa Driver app and return all items back to the pick-up address.
Note: If a return or redelivery is required, you will be paid for this time. Please remember not to wait at a location for longer than 5 minutes unless instructed by Sherpa Support.
At the Delivery Location and ATL (Authority to Leave) is provided
- Locate a Safe Spot: Find a safe and secure spot to leave the item as per the ATL instructions.
- Document the Delivery: Take a photo of the item in the location you left it to provide proof of delivery.
- Update the App: Mark the delivery as complete in the Sherpa Driver app and upload the photo.
Note: Ensure that the item is left in a location protected from weather conditions and is not easily visible from the street to avoid theft or damage. If there is no safe place, you might need to create a return through the Sherpa Driver app.