How to handle a failed date of birth verification as a Dispatcher

This article explains the steps a dispatcher has to take after a driver contacts them about a failed date of birth verification.

Introduction

When delivering orders containing age-restricted items such as alcohol or tobacco, drivers are required to verify that the recipient meets the legal age requirements.

To do this, drivers must check the recipient's government-issued ID and enter their date of birth into the Driver App. The date of birth must match the information the customer provided when placing their order.

If the verification fails, the driver must contact support. They cannot complete or fail the stop on their own, to ensure legal compliance. As a dispatcher you fail the drop-off in the Dashboard and choose a Return outcome, which sends the order back to its pickup location so the driver can keep working.

INFO

This article covers the verification-specific steps. For the general fail flow, the failure reasons, and all outcomes, see Failing a Stop. For the return-specific details, see the Booking Return Flow article.

Step 1: Check the tour

• Once a driver contacted you about the failed verification, open up the corresponding tour details in the Dashboard

• You will see that the pickup was completed and that the driver arrived at the drop-off stop

• In the drop-off details you will see a ‘Check ID’ section, which verifies that a date of birth verification was required and that the return is justified

INFO

The actual date of birth is not visible in the dashboard (as it is hashed), so you cannot ‘help’ the driver by simply providing the date of birth to complete the delivery.

Step 2: Fail the drop-off and choose a Return outcome

The driver cannot complete or fail the stop in the Driver App. You fail it in the Dashboard and choose a return, so the goods go back to the pickup location and the driver can continue.

• Click the three dots next to the drop-off stop and select Fail stop

• Choose the failure reason for the failed verification

• Choose what happens next:

  • Return now appends the return stop to the end of the current tour, so the same driver brings the goods back on the same trip.
  • Return later adds the return stop to the booking without dispatching it, so you can plan the return separately.

• Confirm

You no longer need to create the return stop by hand before failing the drop-off. Choosing a Return outcome appends the return stop for you, so the tour won't complete prematurely.

For the full fail flow, the reasons, and all outcomes, see Failing a Stop. For more on returns, see the Booking Return Flow article.

What happens next

• With Return now, the driver continues the tour and returns the order to its pickup location at the end. Once the last stop is completed, the tour moves into the Completed status.

• With Return later, the booking stays in the ‘Partially dispatched’ status so you can dispatch the return stop to a later tour.

Depending on the outcome and your internal procedures for handling bookings where ID verification has failed, you can also cancel or complete the booking on its details page.