You’re expecting a delivery, but something isn’t going according to plan.
Perhaps the driver has attempted to contact you. Maybe the delivery hasn’t arrived when expected. Or you may simply be trying to contact the driver and aren’t getting a response.
The first thing to understand is that being unable to contact a delivery driver doesn’t necessarily mean something has gone wrong with your parcel.
Drivers are completing deliveries, navigating traffic, finding addresses and following delivery procedures. Direct communication may not always be available or appropriate.
Instead of repeatedly trying to reach the driver, there are several more useful steps you can take.
1. Check the Delivery Tracking First
Start with the latest tracking information.
Look for:
- the current delivery status;
- the most recent delivery event;
- whether the parcel is still in transit;
- whether it is out for delivery;
- whether a delivery attempt has occurred; and
- whether the delivery has already been completed.
The tracking information may answer your question without requiring direct contact with the driver.
If you’re expecting a GoPeople delivery, start with the GoPeople tracking page.
For help understanding delivery tracking, see How to Track Your Delivery in Real Time.
2. Don’t Assume the Driver Can Answer Immediately
Delivery drivers may not be able to respond while they’re driving or completing another delivery.
There may also be operational or technical reasons why direct communication isn’t available.
Repeatedly calling or messaging a driver isn’t necessarily the fastest way to resolve a delivery problem.
Instead, check the delivery information and use the appropriate support channel when assistance is required.
3. Check Whether the Driver Tried to Contact You
If you’re waiting for a delivery, check your phone for:
- missed calls;
- text messages;
- delivery notifications; and
- other relevant updates.
If your phone number was entered incorrectly when the delivery was booked, the driver or delivery system may not have been able to reach you.
For future deliveries, make sure the sender has a valid recipient contact number.
4. Review Your Delivery Instructions
If you’ve supplied delivery instructions, check that they’re accurate and practical.
For example, a driver may have difficulty completing a delivery when:
- the apartment building is locked;
- a unit number is missing;
- reception is closed;
- access information is incomplete;
- the address is difficult to locate; or
- nobody is available and the parcel cannot be left.
Good instructions can help, but they don’t override the requirements of the delivery service or what the driver can safely and reasonably do.
5. Contact Customer Support When You Need Assistance
If tracking doesn’t explain what is happening and you genuinely need help, contact the appropriate delivery support team.
Have your:
- tracking number;
- delivery reference;
- recipient name;
- delivery address; and
- relevant details about the problem
ready before contacting support.
Try to describe the problem specifically.
For example:
“Tracking says out for delivery, but I received a missed call from the driver.”
or:
“Tracking shows an unsuccessful delivery attempt, but I’m not sure what happens next.”
That’s much more useful than simply saying:
“I can’t contact the driver.”
6. If the Delivery Is Still Out for Delivery, It May Still Arrive
If tracking shows that your parcel is out for delivery, being unable to contact the driver doesn’t automatically mean the delivery has failed.
The driver may simply be continuing the delivery route.
Unless the tracking information indicates a problem or action is required from you, continue monitoring the delivery status.
Avoid assuming that a missed call or unanswered call means the parcel has been lost.
7. If Delivery Was Unsuccessful, Check What Happens Next
An unsuccessful delivery attempt changes the situation.
The driver may have been unable to complete the delivery because of:
- no access to the property;
- nobody being available;
- incorrect or incomplete address information;
- inability to leave the parcel safely;
- delivery instructions that couldn’t be followed; or
- another delivery exception.
Check the tracking information for the latest status.
The next step depends on the delivery service and what happened during the attempt.
It may involve a redelivery process, collection arrangement, return process or further instructions.
Don’t assume the driver can simply turn around and try again.
Once an attempt has been completed, there may be an operational process that needs to occur before another delivery can be arranged.
8. Don’t Ask the Driver to Make Unauthorised Changes
If you manage to speak with a driver, avoid asking them to make changes that aren’t supported by the delivery process.
For example, changing the delivery to a completely different address may require approval or an update through the appropriate system.
Similarly, don’t assume a driver can:
- change the delivery address;
- return later at a specific time;
- leave a parcel where they aren’t authorised to leave it;
- take the parcel to an unrelated location; or
- change the applicable delivery process.
When a change is required, contact the appropriate support channel.
9. If Tracking Says “Delivered” but You Can’t Find the Parcel
At this point, contacting the driver isn’t necessarily the right first step.
Review the available delivery information instead.
Check:
- delivery time;
- proof of delivery;
- delivery notes;
- the address associated with the delivery; and
- reasonable locations around the property.
Also ask other people at the address whether they accepted the parcel.
If you still cannot locate it, follow the appropriate investigation process.
Our guide What to Do When Your Package Goes Missing explains these steps in more detail.
10. If You Think the Parcel Went to the Wrong Address
First confirm the address originally supplied with the delivery.
If that address was correct but the available delivery information suggests the parcel went somewhere else, contact the appropriate sender or delivery support team.
Information such as proof of delivery, timestamps and other delivery details may help establish what occurred.
Don’t put yourself at risk trying to recover a parcel from an unknown address.
What Businesses Should Do When Customers Can’t Reach Drivers
This problem isn’t limited to recipients.
Retailers and other businesses may receive calls from customers saying:
“I can’t reach the driver.”
The business shouldn’t automatically tell the customer to keep trying.
Instead:
Step 1: Identify the Delivery
Confirm the correct order and tracking reference.
Step 2: Check the Current Status
Establish whether the parcel is in transit, out for delivery, unsuccessfully attempted or completed.
Step 3: Review the Latest Event
Look for information that explains what happened.
Step 4: Determine Whether Action Is Actually Required
If the parcel is still progressing normally, there may be nothing to resolve yet.
Step 5: Escalate Through the Appropriate Channel
If there is a genuine delivery problem, follow the delivery provider’s support or investigation process.
Step 6: Explain What Happens Next
Don’t simply tell the customer:
“Try calling the driver again.”
Tell them what is known and what the next step is.
That creates a much better customer experience.
Tracking Can Reduce the Need to Contact Drivers
Good delivery visibility reduces the need for recipients to communicate directly with drivers.
Instead of calling someone to ask:
“Where is my parcel?”
tracking can provide useful information about the delivery’s progress.
Customer notifications can also keep recipients informed about meaningful delivery events.
This is particularly useful for ecommerce businesses managing significant delivery volumes because support teams don’t need to manually answer every routine delivery-status question.
Read Why Real-Time Tracking Matters for Online Shopping for more.
Better Delivery Communication Starts Before the Driver Arrives
Many communication problems can be reduced before a delivery begins.
Businesses should make sure the delivery includes accurate:
- recipient details;
- mobile number;
- delivery address;
- unit or suite number;
- business or building name where appropriate; and
- relevant delivery instructions.
Recipients should also monitor the contact information supplied with their order.
A driver can’t contact a recipient successfully if the phone number attached to the delivery is wrong.
Choose the Right Delivery Service
Different delivery requirements call for different delivery models.
GoPeople provides four business delivery services:
GoEXPRESS — Next-Day Delivery
For businesses requiring next-day parcel delivery from customer warehouses in supported locations.
GoBUNDLE — Multi-Drop Delivery
For businesses that need multiple deliveries completed as part of an optimised delivery run.
GoSAMEDAY — Same-Day Delivery
For business deliveries that need to be completed on the same day.
GoVIP — On-Demand Courier
For urgent and time-sensitive courier requirements.
The appropriate service depends on factors including pickup location, delivery requirement, volume and urgency.
Businesses can check GoPeople service availability for their location.
Frequently Asked Questions
Why isn’t my delivery driver answering the phone?
The driver may be driving, completing another delivery or unable to communicate directly at that time. Check the latest tracking information first and use the appropriate support channel if assistance is required.
What should I do if I missed a call from my delivery driver?
Check your tracking information and any delivery notifications. The delivery may still be in progress, or the tracking information may show whether an attempt was unsuccessful.
Can I call a delivery driver directly?
This depends on the delivery service and how communication is managed. Direct driver contact shouldn’t be assumed to be available for every delivery.
Can a driver come back if I missed the delivery?
Don’t assume the driver can simply return later. What happens after an unsuccessful delivery depends on the applicable delivery process and circumstances.
Can I ask the driver to deliver to another address?
Address changes may need to be made through the appropriate delivery or support process. A driver shouldn’t be expected to make an unauthorised address change directly.
What should I do if tracking says delivered but I don’t have my parcel?
Check the delivery information, proof of delivery where available, the address, reasonable locations around the property and whether somebody else accepted it. If you still can’t locate the parcel, report the issue through the appropriate channel.
Should businesses give customers the driver’s phone number?
Businesses should follow the communication processes supported by their delivery provider rather than assuming direct driver contact is appropriate. Tracking, notifications and support channels can provide a more structured way to manage delivery enquiries.
Focus on the Delivery, Not Just the Driver
When you can’t contact a delivery driver, repeatedly trying to reach them isn’t always the best solution.
Start with the delivery itself.
Check the tracking.
Review the latest event.
Confirm your contact and address information.
Determine whether the delivery is actually experiencing a problem.
And when assistance is required, use the appropriate support process.
The most useful question usually isn’t:
“Why won’t the driver answer?”
It’s:
“What’s happening with my delivery, and what happens next?”