If you have a problem on a delivery, submit a Help Request from the app. A real person on our team reviews every submission and will follow up with you.
What's a help request?
A Help Request lets you notify our support team about a problem on a delivery. Answer a few questions in the app and a real person will follow up with you.
How to find the "Request help" button
The Request help button is at the bottom of the Delivery Details screen.
For multi-stop deliveries, go to the specific stop where you need help, then tap Request help at the bottom of that stop's screen.
Types of help requests
Don't see your exact issue listed? Pick the closest type and submit anyway. Your request will still be routed to the right team.
Type | When to use it |
Waiting over 30 mins | Use if you wait over 30 minutes at a stop. You may be eligible for compensation. |
Waiting over 60 mins | Use if you wait over 60 minutes at a stop. You may be eligible for compensation. |
Customer canceled | If the customer tells you they want to cancel the delivery. |
Incorrect address | Use when the address is wrong. Get help finding the correct address or updating it. |
Delivery not advancing | If the app won't move you forward in the delivery process. Submit your stop info here. |
More weight than quoted | If the delivery weighs more than described, request compensation or unassign the delivery. Only substantial weight differences qualify. |
Location closed | If the location is closed when you arrive. |
Materials rejected | If materials are damaged at drop-off or rejected by the receiver. |
Overnight hold | If the drop-off is closed and the receiver asks you to hold the delivery overnight. |
Loading and/or unloading | If asked to hand load or unload items over 100 lbs. Compensation may already be included in your payout. |
Items damaged | If an item is damaged at pickup. |
Payload won't fit | If the payload won't fit in your vehicle at pickup. |
Order issues | Any other issues with the order at pickup or drop-off. |
Customer unresponsive | If you can't reach the customer at pickup or drop-off. |
Submitting a Help Request ensures your issue is logged and gets to the right team quickly.