Report a problem or request an add-on

On a stop, tap Problem when you cannot get in, the customer is not home or it is not safe. Tap Request add-on when the customer asks for something extra, and say how they agreed.

Before you start

Open the stop from Today. Both buttons are on the stop and stay available until the stop is Done.

Steps

Report a problem

1. Tap Problem. The sheet is titled "Report a problem".
2. Choose Can't get in, Customer not home or Unsafe.
3. Add a note if it helps (Note (optional)), then tap Send.

Request an add-on

1. Tap Request add-on.
2. Under "Which add-on?", choose one. Its price shows beside it.
3. Under "How did the customer agree?", write it, for example "asked at the door, they said yes". This is required.
4. Add a photo if you want (Add a photo (optional)), then tap Send request.

What happens next

• The office sees both on its board. After a problem, the stop shows "Problem reported" with the kind you chose.
• For Can't get in and Customer not home, the stop shows "No-show fee request at" a time, unless the customer arrives. Unsafe does not start that timer.
• Your add-on request shows under Requests as "Waiting for the office", then Approved or Declined.

If something goes wrong

• "No add-ons to offer." The company has none set up. Ask the office.
• You reported a problem by mistake. Tap Arrived when you are at the door; the problem clears.
• No signal. The tap is saved on this phone and sends when you are back online.

Related

Use the crew app on your phone