You may be offered the chance to deliver age-restricted items. When delivering these items, you must always verify the customers age. We call this Challenge 100.
📽 Watch our video guide below on delivering age-restricted items;
🤔 What’s Challenge 100 all about?
Challenge 100 is all about keeping things safe and above board. If you’re delivering age-restricted items, you must follow the Challenge 100 policy detailed in the Courier Agreement. It’s against the law to hand over age-restricted items to anyone underage. So, if there’s ever a doubt, double-check that ID before you make the handoff. Better safe than sorry, right? Remember the customer ID must bear the customer’s photograph, date of birth and either a holographic mark or an ultraviolet feature.
👍 Choice is Yours
The ball’s in your court. You get to decide if you want to take orders that include age-restricted items. But if you do, you’ve got to play by the rules. If at any point you change your mind, you can always reach out to Support using the chat option and we’ll unassign you from those orders.
🛍️ Delivering the Goods
Alright, so you’re all set to deliver age-restricted items. Make sure those special items are tucked away safely in your thermal bags during pickup. And when you arrive at the customer’s address, that’s when Challenge 100 kicks in. Stick to the guidelines, always.
📲 Using the App
You’ll be prompted in the Courier App to enter a customer’s date of birth when you deliver age restricted items which makes verifying the customer a whole lot easier! The app will then reply with a validation response (don’t worry – you can try one more time if you enter it incorrectly). The Courier App will ask you to check that the customer’s name on their ID matches their name on the app and is not intoxicated. If the customer does not appear intoxicated, you can proceed with the delivery. If any issues arise, make sure to connect with support to return the item.
🔍 What IDs Count?
Valid, government-issued photo IDs include passports, driving licenses, and national identity cards from European Union member states. These are your trusty tools for checking age.
🙅♀️ Even if They Look Older?
Yes, even if someone looks like they’ve got it all together, we still want you to play it safe. Challenge 100 principles apply, no exceptions. If there’s any doubt, it’s always best to ask for ID before you hand over the goods.
📜 The Nitty-Gritty
If everything checks out, you’re good to go. If not, give Live Support a tap via the app and don’t hand over the age-restricted items.
🥤 No ID or Intoxication?
In these cases, the food portion of the order can be handed over, but keep a hold on those age-restricted items. Let us know what’s going on through the chat function in your App, and we’ll sort things out.
🛒 Returns and Payments
If things aren’t going right, and you need to return age-restricted items, no worries. You’ll be paid for your effort. Just reach out to us through the app’s chat function, and we’ll guide you through the process step by step.
📦 Customer MIA?
If you can’t find your customer or they’re not home, hit us up through chat. We’ll walk you through the steps of returning those age-restricted items.
Remember, it’s all about making safe choices:
✅ Choose orders with age-restricted items carefully.
✅ If you accept them, stick to the Challenge 100 guidelines.
✅ If in doubt, ask for ID.
✅ Valid IDs only, please.
✅ Match order name with ID name.
❌ Never deliver to those who might be underage or intoxicated.
❓ Any issues? Contact Live Support.
Stay safe. You’ve got this.
If you need any support, please contact us here.
