Troubleshooting the Verification Process

What do I do if the customer does not have their ID with them?

Depending on the city that you deliver, there may be laws that prevent you from giving the customer an order without first verifying their identity. If the delivery contains alcohol or tobacco, you are always required to verify a customer's age.

If the customer does not have a valid, government issued ID with them, you’ll need to to go to the Complete Delivery screen, select the option Customer Missing Identification, and Slide to Complete the delivery. Once completed, a return delivery will be automatically added to your route. You will need to return the order back to the pickup location before you can receive new delivery offers.




What do I do if the in-app ID scanner is not working?

Always make sure you're scanning the right side of the ID. If it is a State ID or Driver's License you may need to scan the back of the ID. After three unsuccessful attempts to scan the customer’s ID you will be prompted to manually enter their information to complete verification. 

You will be asked to enter information that is found on the customer’s ID. This includes the customer’s first name, last name, and date of birth. Additionally, you may be asked for the type of ID, the full ID number, and the expiration date of the ID. If the delivery requires age verification, you will be prompted to enter the date of birth, and if the delivery requires name verification you will be prompted to enter the customer's name.