A rider reaches the customer’s address, calls repeatedly and waits outside for several minutes. The customer is at work, the security guard cannot accept the package and nobody else has been authorised to receive it.
The rider eventually leaves with the parcel.
Your business may now face a return charge, another delivery fee and an unhappy customer who expected the order to arrive without difficulty. The problem was not the address, product or packaging. Nobody confirmed that the customer would actually be available.
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Customer availability is one of the simplest delivery details to check, yet it is often overlooked. A short confirmation before dispatch can prevent wasted trips, unnecessary costs and delayed orders.
Why Availability Matters as Much as the Address
A complete address only tells the rider where to go. It does not guarantee that anyone will be there to receive the package.
Customers may leave for work, attend meetings, travel unexpectedly or keep their phones on silent. Some live in estates where security personnel cannot accept parcels without prior authorisation.
Before dispatching an order, confirm the customer’s availability and preferred delivery window. This small step can significantly reduce failed delivery attempts.
Businesses should also follow the address checks explained in how to prevent wrong addresses from ruining deliveries.
Ask Before Booking the Delivery
Do not assume that because the customer placed an order in the morning, they will be available all day.
Send a simple message such as: “Your order is ready for dispatch. Will you or someone you trust be available to receive it between 1 p.m. and 3 p.m.?”
This gives the customer an opportunity to confirm, suggest another time or provide an alternative recipient.
Once availability and delivery details are confirmed, you can book a delivery through AllDeliveries without sending the rider on an uncertain trip.
Give Customers a Realistic Delivery Window
Telling a customer that an order will arrive “today” may not be helpful enough.
A customer cannot remain in one location throughout the day without knowing whether the rider will arrive in the morning, afternoon or evening.
Provide a reasonable time window, such as:
1. Between 10 a.m. and 12 noon
2. Between 1 p.m. and 3 p.m.
3. Before close of business
4. On the selected delivery date
The window should be realistic based on traffic, distance, order volume and the chosen service.
If your business handles both urgent and flexible orders, read same-day versus next-day delivery before promising timelines.
Collect an Alternative Recipient
Customers are not always able to receive packages personally.
Ask whether a receptionist, colleague, family member, neighbour or security officer may collect the parcel on their behalf. Record the person’s name and phone number where necessary.
For valuable items, the customer can provide a confirmation code that the authorised recipient must present before collection.
The rider should never hand an expensive parcel to an unknown person simply because they are standing near the address.
Recording the actual recipient also supports the practices explained in why proof of delivery matters for every business.
Notify the Customer Before the Rider Arrives
Even after the customer confirms availability, send another update when the rider is approaching.
A message such as: “Your rider is on the way and should arrive within approximately 30 minutes. Please keep your phone nearby.”
can prevent missed calls and unexpected waiting time.
Timely updates also allow the customer to inform security personnel, move closer to the agreed meeting point or contact the authorised recipient.
This is one reason delivery notifications can improve the customer experience.
Explain Redelivery Rules in Advance
Sometimes customers confirm availability but still become unreachable.
Your business should have a clear rule explaining what happens next. State whether:
1. The rider will wait for a limited period
2. The parcel will be returned
3. Another attempt will attract an extra fee
4. The customer must select a new delivery date
5. The original delivery fee is refundable
These rules should be shared before dispatch, not after the delivery has failed.
A clear delivery policy customers can understand helps prevent arguments over waiting time and redelivery charges.
Make Availability Confirmation a Routine
Customer availability should not be checked only for expensive or long-distance orders.
Create a simple dispatch checklist that includes:
1. Address confirmed
2. Phone number active
3. Delivery fee accepted
4. Delivery time agreed
5. Recipient available
6. Alternative recipient recorded
7. Special access instructions provided
This routine helps your team catch missing information before the rider leaves.
You can download the AllDeliveries mobile app to access delivery services conveniently from your phone.
For more practical delivery and business-growth advice, visit the AllDeliveries Blog.
Frequently Asked Questions
When should customer availability be confirmed?
Confirm it before booking the delivery and send another reminder when the rider is approaching.
Can someone else receive the order?
Yes, provided the customer authorises the person and supplies any necessary details or confirmation code.
What happens when the customer is unavailable?
The parcel may be returned or scheduled for redelivery, depending on the business’s delivery policy.
Should riders wait for customers?
A reasonable waiting period may be allowed, but the limit and any possible charge should be explained beforehand.
How does confirming availability reduce costs?
It prevents wasted journeys, long rider waiting times, returned parcels and repeated delivery fees.
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