There was an issue with my order, how can I request a new delivery attempt?

There was an issue with my order, how can I request a new delivery attempt?

🚚 There was an issue with my order, how can I request a new delivery attempt?

If an order has encountered an issue and you wish to request a new delivery attempt, you must first contact the customer and confirm that they will be available to receive the order.

📝 How to request a new delivery attempt?

1️⃣ Contact the customer

Before requesting a new visit, make sure you have previously coordinated the delivery with the recipient.

2️⃣ Access the Incidents section

Log in to the Dropea panel and locate the INCIDENTS section.

3️⃣ Provide a solution

Within the corresponding incident, indicate the solution agreed with the client so that the transport company can manage a new delivery attempt.

ℹ️ The tabs from which you can contribute solutions to incidents are : Pending to resolve, Pending to resolve (1st absent), and Sent solutions (the yellow ones).


  1. 💡 It is important that the solution provided contains clear and up-to-date information to avoid further incidents or delivery delays.
  2. ⚠️ Please note that it is not possible to request delivery for the same day that you provide a solution to the issue.
  3. 📘We recommend reviewing the incident resolution manual to provide correct solutions for each case and to learn how to interpret them.
  4. 🗺️ Remember that incidents are geolocated, so if the customer tells you that they were at home at the time of the incident, that they were not called or that they did not reject it, you can request the proof image from the customer service team.

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