Help for Drivers

Quick answers for drivers using the Zendera mobile app. For complete instructions, see our driver guides.

Receiving Orders

Q: How will I know when I have a new delivery? A: You’ll receive push notifications on your phone when:

• New orders are assigned to you
• Order details are updated
• Messages are sent from dispatch
• Route changes occur

Q: Can I see all my orders for the day? A: Yes, the app shows your complete route with all pickups and deliveries, including time windows and special instructions.

Q: What if I can’t make a scheduled pickup time? A: Contact dispatch immediately using the app’s messaging feature. They can adjust the schedule or reassign orders as needed.

Navigation & Routes

Q: Does the app provide GPS navigation? A: The app integrates with your phone’s navigation apps (Google Maps, Apple Maps, etc.) for turn-by-turn directions.

Q: Can I change the order of my deliveries? A: Route optimization is typically handled by dispatch, but you can contact them if you see a more efficient route.

Q: What if I can’t find the delivery address? A: - Use the contact information provided to call the customer

• Message dispatch for clarification
• Take a photo of the area and report the issue

Making Deliveries

Q: What information do I need to collect at each stop? A: Typically:

• Customer signature (if required)
• Photos of delivered items
• Any special notes or conditions
• Proof of delivery confirmation

Q: What if nobody is available to receive the delivery? A: Follow your company’s policy, which usually involves:

• Attempting to contact the customer
• Leaving a delivery notice
• Returning items to depot if required
• Documenting the attempted delivery in the app

Q: How do I handle damaged items? A: - Take photos of any damage

• Document the condition in the app
• Contact dispatch for instructions
• Get customer acknowledgment if they accept damaged items

Customer Interactions

Q: What if a customer wants to change their delivery? A: Direct them to contact dispatch directly, as drivers cannot modify orders. Provide them with the dispatcher’s contact information.

Q: How do I handle customer complaints? A: - Stay professional and courteous

• Document the issue in the app
• Contact dispatch for guidance
• Don’t make commitments about refunds or future deliveries

Q: What if a customer refuses the delivery? A: - Ask for the reason and document it

• Take photos if relevant
• Contact dispatch immediately
• Follow their instructions for handling the refused items

Using the Mobile App

Q: How do I mark an order as complete? A: Follow these steps:

1. Confirm all items delivered
2. Collect required signatures/photos
3. Tap “Complete Delivery” in the app
4. Add any notes about the delivery

Q: What if the app crashes or stops working? A: - Force close and restart the app

• Check your internet connection
• Contact dispatch if problems persist
• Keep a backup method to reach dispatch (phone number)

Q: Can I see customer contact information? A: Yes, the app provides customer phone numbers and any special delivery instructions.

Time Management

Q: How do I handle time windows I can’t meet? A: - Contact dispatch as soon as you know you’ll be late

• Provide your estimated arrival time
• They can contact the customer to reschedule
• Document any delays and reasons in the app

Q: What if I finish my route early? A: Contact dispatch - they may have additional orders or allow you to return to base early.

Q: How are break times handled? A: Follow your company’s break policy and use the app to log your status (e.g., “On Break”, “Off Duty”).

Vehicle & Safety

Q: What if my vehicle breaks down? A: - Ensure your safety first

• Contact dispatch immediately
• Provide your location and description of the problem
• Wait for instructions - they may send another driver or mechanic

Q: How do I report vehicle maintenance issues? A: Use the app’s reporting feature or contact dispatch to report issues like warning lights, unusual noises, or performance problems.

Q: What safety equipment should I carry? A: Follow your company policy, but typically:

• High-visibility vest
• Basic first aid kit
• Emergency contact numbers
• Vehicle documentation

Communication

Q: How do I contact dispatch? A: The app usually provides:

• Messaging feature for non-urgent communication
• Emergency contact number for urgent issues
• Direct dial option for immediate assistance

Q: What if I don’t receive a response from dispatch? A: Try multiple communication methods:

• Send a message through the app
• Call the dispatch phone number
• Use emergency procedures if it’s urgent

Q: Can I communicate with other drivers? A: Communication policies vary by company. Generally, all communication should go through dispatch.

End of Day Procedures

Q: How do I complete my shift? A: - Ensure all deliveries are marked complete

• Return any undelivered items to base
• Complete any required paperwork
• Log out of the app or mark yourself as “Off Duty”

Q: What paperwork do I need to submit? A: This varies by company but may include:

• Delivery receipts
• Fuel receipts
• Mileage logs
• Vehicle inspection reports

Q: How do I report my hours worked? A: The app typically tracks your active time automatically, but confirm with your dispatcher about specific timesheet requirements.

Troubleshooting

Q: The app shows the wrong delivery address - what do I do? A: - Contact dispatch immediately

• Don’t attempt delivery to the wrong location
• Wait for corrected information
• Document the discrepancy

Q: I can’t scan a barcode or take a photo - why? A: Check that:

• You’ve given the app camera permissions
• Your camera lens is clean
• You have adequate lighting
• Try force-closing and reopening the app

Q: My GPS isn’t working properly in the app A: - Check location permissions for the app

• Ensure GPS is enabled on your device
• Try restarting your phone
• Contact dispatch if problems continue