When you arrive at a drop-off location and find it is closed, or the receiver is unavailable, follow these steps right away.
Step 1: Check the order notes
Read all order notes carefully before assuming no one is available. There may be a backup contact number, alternate instructions, or a secondary access point listed.
Step 2: Try to reach the delivery contact
Use the call button in the Dispatch app to contact the delivery contact directly. Do not use personal phone numbers. If they do not answer, try once more and leave a brief voicemail if possible.
Step 3: Contact Dispatch Support immediately
If you cannot reach anyone on-site, contact Dispatch Support through the in-app chat right away. Do not leave the items unattended or drive away without authorization. We will coordinate with the customer to determine next steps.
Live Support hours: Monday through Friday 5am to 6pm CST, Saturday 7am to 8pm CST, and Sunday 7am to 4pm CST.
If you are instructed to hold the materials overnight
In rare cases, Dispatch Support may authorize an overnight hold if the drop-off is closed near the end of the day and no alternative is available. If this happens:
Confirm the hold with Dispatch Support before leaving the area.
Store the materials securely in your vehicle.
Submit an adjustment request after the order is complete and note the name of the support team member who authorized the hold.
You will be compensated with an overnight hold fee and possible additional mileage.
Do not leave items without confirmation
Leaving materials unattended at a closed location without support authorization is a policy violation. Always contact Dispatch Support before making a decision about the items.