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.
If the verification fails, the driver must contact support. They cannot complete or fail the stop on their own to ensure legal compliance. A dispatcher needs to initiate a return flow so the driver can continue working and the order is sent back to its pickup location.
⚠️ Follow the next steps exactly in the order described to ensure a smooth return process.
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
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: Create a Return Stop
⚠️ If the driver is at the last stop of the tour, you must create the return stop before failing the drop-off stop. Otherwise, the tour will be completed and the driver won't know what to do next.
Copy the address of the pickup stop
Click on Add Stop
Paste the address and make sure ‘Drop-off’ is selected
Click on Add
The stop is added to the end of the tour
Step 3: Fail the original drop-off stop
The driver cannot complete or fail the stop in the Driver App. You need to fail it in the Dashboard so the driver can continue with the tour.
Click on the three dots next to the stop
Click on Fail stop and confirm the action in the popover
The driver will be navigated to the next stop
Step 4: Driver will complete the Tour
The driver will continue the tour as normal and return the order to its pickup location at the end. Once the last stop is completed, the Tour will also move into the Completed status.
Step 5: Decide what to do with the Booking
The Booking with the failed stop will stay in the ‘Partially dispatched’ status. You can either cancel or complete it on the bookings details page, depending on your internal procedures for handling bookings where ID verification has failed