What happens if no one is present at the pick-up/delivery address?

Updated at: 2023-06-13 16:41

Minimum waiting time of 15 minutes

The minimum waiting time is 15 minutes. If within those 15 minutes you have called the customer twice, and then also called Brenger once, you will get agreement to drive on after 15 minutes. You will then receive 75% of the reward, also known as call-out fee. It is important that you contact Brenger on time when this happens, not afterwards after you have driven away.

Nobody home at the pick-up address?

  • Wait at least 15 minutes and call the contact person at the pick-up address at least twice.

  • Take a photo of the front door so we can prove to the customer that you were there so we can charge the customer for call-out fees.

  • Call Brenger to indicate that you are driving away. You will only receive a call-out charge if you reported the situation to Brenger in time. Do not call afterwards. 

Please note!

This policy applies with the exception of auctions and business orders. Here you may have to wait longer than 15 minutes because of a queue. Because of this, the reward for an auction order is also slightly higher by default. If you have to wait, you will receive € 7.50 waiting fee per quarter of an hour. This takes effect after the 15 minutes you have to wait by default. It is also important to let the support team know as soon as you start waiting.

No one at home at the delivery address?

  • Wait at least 15 minutes and call the contact person at the delivery address at least twice. Deliver the product to a neighbour if possible, and take a photo of the house number & front door. Is this also not possible? 
  • Then call Brenger immediately and together we will find a solution. If you don't do this and leave the product without contacting the client or Brenger, you will be fully held accountable for any damage and/or missing items.

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