Overview
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.
Step-by-step instructions
Once you arrive at a stop that requires age verification, you will see a “Check customer ID” section
Ask the recipient to show their government-issued ID
Click on Enter date of birth
Enter the day, month, and year exactly as shown on the customer's ID.
Click on Verify
Note that you have a limited number of attempts (e.g., 5), which is displayed below the input fields.
Verification successful
In the “Check customer ID” section you will see “Verification complete”
You can complete the stop
Verification failed
You will see a popup telling you the entry doesn’t match the records
You either accidentally entered the wrong date, or the customer provided incorrect information
You won't be able to complete the stop
1. Try again
Make sure that you enter the correct date from the ID and try to verify again
You have a limited number of attempts (e.g., 5)
Each failed attempt reduces the number of remaining tries
2. Hitting the attempts limit
The input screen and the "Check customer ID" section display a note indicating that attempts are exhausted
You need to contact support
If you close and reopen the app, the remaining attempts for a stop stay the same (they are saved on your device).
3. Contact your company support team
If you run out of attempts or are certain the customer provided incorrect information, contact the support team of the company you work for, so they can initiate the return. Otherwise, you won’t be able to complete the stop on your own.
The Contact Support button is located:
Below the verify button
In place of the verify button once you run out of attempts
On the stop card
Clicking the button opens either a chat interface or a screen with options to contact your company's support team
Inform the support team that you couldn't verify the date of birth, and wait for them to initiate the return
Partial deliveries are not allowed. If the order contains non-restricted items, you must take those back with you as well.
4. Return the order
A dispatcher will mark the drop-off stop as failed so you can proceed with the tour and navigate to the next stop
They will add a new drop-off stop at the end of your tour to return the order to its pickup location