Overview
Introduction
PIN/Delivery code verification helps make sure the right order goes to the right recipient. By asking the recipient for a delivery code before handing over the order, drivers can confirm the handover and reduce the risk of misdeliveries, theft, and disputes.
To do this, drivers must ask the recipient for the delivery code and enter it into the Driver App. The delivery code must match the delivery code generated by the system.
If the verification fails, the driver must contact support. They cannot complete or fail the stop on their own. 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 ‘Request delivery code’ section, which verifies that a delivery code verification was required and that the return is justified
The actual delivery code is not visible in the dashboard (as it is hashed), so you cannot ‘help’ the driver by simply providing the delivery code 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 a delivery code verification has failed