✔ WHAT TO DO
Confirm It's an Attended Delivery
Check whether the package needs a signature, OTP, or direct hand-off before treating it as Customer Unavailable.
Contact Customer BEFORE Selecting RTS
Call and ring ~12 seconds. If no answer, send a text — do this before selecting the code.
Give a Reasonable Moment
Wait briefly at the door after knocking or ringing for the customer to arrive.
Or Call Driver Support
If the customer is unlisted/disconnected or it's 8PM–8AM, contact Driver Support instead.
Then Select “Customer Unavailable” RTS
After your contact attempt, select the code in the app.
Follow App Prompts
Complete any photo or confirmation the app requests, then continue your route.
📌 KEY INFORMATION
RTS CODE
Use CUSTOMER UNAVAILABLE in the app
Eligible for Contact Compliance exemption
SEQUENCE (DA-INITIATED)
Confirm attended-delivery requirement
Contact customer / Driver Support FIRST
Then select the RTS code
Follow any app prompts
CONTACT COMPLIANCE
Call — ring 12 seconds (2 cycles)
If no answer: send a text message
OR Driver Support if unlisted/unsafe
8PM–8AM: Driver Support ONLY
ATTENDED DELIVERY
Signature, OTP, or direct hand-off required
Recipient must be present to receive
Never leave at the door
⚠ IMPORTANT REMINDERS
Contact BEFORE selecting RTS — not after
Never leave attended packages unattended
Skipping contact loses your exemption
DC DPMO — CC EXEMPT
Exempt with a valid contact attempt
✖ WHAT NOT TO DO
Don't Leave Attended Packages Unattended
Never drop a signature/OTP/hand-off package at the door to avoid an RTS.
Don't Skip Contact Compliance
No call/text means no exemption. Always attempt contact first.
Don't Call Customers at Night
Between 8PM and 8AM, contact Driver Support only.
Don't Mark Too Early
Give the customer a reasonable moment to answer before selecting the code.
Don't Misuse the Code
Use only for attended deliveries where the recipient isn't present — not for standard unattended drops.
Don't Forget the Wait Window
Some attended deliveries have a wait expectation; don't rush past it.