Help Center / Delivery Drivers
What if the customer is unreachable?
Attempt contact first - cancellation is last resort.
Overview
Unreachable customers block COD and OTP. Do not leave food in unsafe places or mark delivered without verification.
How it works
- Call the customer number on the order
- Wait a reasonable time at the pin and retry
- Use any in-app messaging available
- Contact Cedar GO with the order ID for instructions
- Cancel only if enabled policy and support path require it
What happens in practice
Gate codes and wrong pins cause many “unreachable” cases. Check address notes. If you have other concurrent orders (up to 3), tell support before rearranging the route.
Important live rules
- Delivery OTP must not be guessed or skipped
- Do not collect cash from a neighbor unless support authorizes a documented handoff
- Driver cancel is exceptional and reviewable
What to do if something goes wrong
Escalate on phone or WhatsApp +961 79 079 390 while still near the location when safe.
Leave a factual note for support: times you called, whether the pin looked correct, and whether neighbors were available. Do not hand food to strangers for free. If you must leave the area for safety, say so immediately on WhatsApp so Cedar GO can coordinate with the customer and the store under Asia/Beirut timing.
Related help
Can drivers cancel orders? · Complete a delivery · OTP help