1. Tap “Can you unload?”
- Open the stop in your Deliveries list. - Answer No when you’re unable to unload.
2. Choose Your Reason
Select the option that explains why you couldn’t unload:
- Load damaged
- The customer won’t accept curbside
- Missing paperwork or equipment
- Can’t receive today (wrong date/window)
- Missing appointment
- Change of address
…and more.
3. Provide Details & Proof
Depending on the reason you picked, the app will ask you to:
- Explain in a quick text field (e.g., “They don’t have a forklift.”) - Next, you will add a photo of the issue or the unloading area.
4. Confirm Receiver & Agreement
- Enter the full name of the person who wouldn’t accept the delivery. - Tap Yes when asked if you and the receiver agreed on a new delivery time.
6. Review & Submit
- Double‑check the date, time window, and delivery address. - See your re‑delivery payment and any storage fee upfront. - Tap Submit to send the request.
If you also need to update the delivery address, follow the instructions below:
When updating an address you will need to complete a few additional steps.
7. Enter & Select the New Address
1. In Enter the new address, start typing the location (e.g. “Hyatt house”). 2. Choose the correct suggestion from the dropdown. 3. Tap Continue.
8. Who’s Requesting This Change?
- Fill in First Name and Last Name of the person who asked for the new address. - Tap Continue.
9. Call the Customer to Confirm
1. You’ll see a Call to approve the address change screen with the customer’s number and talking points. 2. Tap Call +1XXX… 3. Be friendly and professional; leave a voicemail if they don’t pick up. - Example script: - “Hi, this is [Your Name] with Mothership. I’m delivering to 5043 Graves Ave, San Jose. [Requester] needs the stop moved to Hyatt House Airport. Can I get your approval?”
10. Did You Reach the Customer?
- Yes → proceed. - No → tap No, then continue.
11. Did They Approve the Address Change?
- Yes → great, tap Yes and continue. - No → select No.
12. Log Who You Spoke With
- Enter the First and Last Name of the person you reached on the call. - Tap Continue, and submit the address change.
