Rider handbook

Running deliveries

Sequencing your own route, delivering with proof, collecting cash, and recording a hold or a refusal properly.

QCS riders on delivery duty5 min readPrintable handbook

A delivery run is a list of stops the warehouse built for you. You decide the order, because you know the roads. The app records what happened at each stop, and a stop is not finished until it has an outcome.

Before you leave

01Open the runDeliveries, then your run. Every stop shows the consignee, the area, the cash to collect and any instruction the merchant left.
02Sequence itPut the stops in the order you will actually ride. Express parcels first, then by area. The sequence you set is what the office and the customer notifications follow.
03Check the cash you expectThe run total tells you what you should be holding at the end of the day if every COD stop pays.
04Start the runStarting marks the parcels out for delivery and sends each customer a WhatsApp telling them the parcel is on the road.

A delivered stop

01Hand over the parcelConfirm the name. For a COD parcel, count the cash before the parcel leaves your hand.
02Take the proofA photograph of the parcel with the receiver, or a signature on the screen. Both are acceptable; one of them is compulsory.
03Write the receiver nameThe name of the person who actually took it, even if it is not the consignee. Type what they tell you.
04Confirm the cashEnter the amount you actually took. If it differs from the amount on screen, enter what you took and say why in the note.
05SaveThe stop closes, the customer gets a delivery confirmation, and the merchant’s account is credited.

When it does not deliver

The two failed outcomes
Outcome	Use it when	What happens next
Hold	The customer asks you to come back, nobody is home, the shop is shut, or the address needs the merchant to correct it.	The attempt counter rises by one. The parcel comes back to the warehouse and goes out again, until 3 attempts are used.
Refusal	The customer is there and will not take the parcel, or will not pay.	The attempt counter rises by one and the reason is recorded against the merchant’s parcel with your evidence.

Pick a reason from the list and add a photograph. A closed shutter, a wrong address board, an empty plot: photograph it.
Call the number on screen before recording a hold. Most holds are avoided by one call.
A parcel that has used all 3 attempts is flagged on the next warehouse scan and goes back to the merchant. That decision is the office’s, not yours.
Never record a delivery for a parcel you still have. Never record a hold for a parcel you handed over.

Allow to open

Some parcels are marked customer may open. On those, the customer may inspect the goods before paying. On every other parcel the rule is payment first, and the parcel stays sealed. The flag is on the stop screen and on the label; follow the flag, not the customer’s argument.

Exchange parcels

Hand over the outgoing parcel and take the customer’s item in return.
An exchange carries no cash. If a customer offers money, do not take it.
Photograph the item you accepted. It travels back to the warehouse on your run.

Closing the run

Every stop must have an outcome before the run can close. Undelivered parcels come back to the warehouse on the same run and are scanned in; the inbound scan is what returns them to stock and raises the attempt count on the record.

Questions riders ask

The customer wants to pay part of the COD amount.Do not improvise. Call dispatch. If you take less than the amount on screen, enter exactly what you took and explain in the note; the variance goes to the cash desk and to the merchant as a dispute.

The address does not exist.Photograph where you are, record a hold with the wrong-address reason, and move on. Support will get a corrected address from the merchant before the next attempt.

My phone died mid-run.Charge it and reopen the app. Anything you recorded before it died is on the phone and will be sent. Nothing is lost by the screen going dark.