If there are any issues (cancellation, failed age verification, any of the below) during the out of hours and the courier needs an amendment or return docket, you must inform Gophr via our chat, and we will respond as soon as possible.
1. What should I do if no one is at the collection address?
If no one is available at the collection location, the job will need to be cancelled. You can try contacting the booker to arrange this. If there's no response, our Ops team will automatically cancel the job at the start of the next shift (7am).
2. Can I cancel or unassign a job myself?
You cannot cancel a job yourself. Only the booker or the Ops team can do this. You can unassign yourself within the first 2 minutes of accepting a job. After that, if you can’t complete the booking, contact the booker to cancel and rebook.
3. What should I do if a package needs to be returned?
Returns cannot be booked outside of operating hours. If a return is needed, the package must be returned to the original pickup address. Be sure to collect a clear Proof of Delivery (POD) for the return.
4. What happens if the recipient fails age verification?
If age verification fails, instruct the recipient that the package must be returned to the original pickup address. Be sure to collect a clear Proof of Delivery (POD) for the return.
5. What if there’s a change to the booking (e.g. weight or size)?
Any changes must be confirmed with the customer. Once confirmed, our Ops team will amend the booking during working hours.
6. How are cancellations handled?
Cancellations must be done by the booker or Ops team. If the booker is unavailable, our team will cancel it the following morning (7am).
7. How do I unassign myself from a job?
You can only unassign yourself within the first 2 minutes after accepting a job. After that, contact the booker if you cannot complete the delivery.