Starting a return for an order
Here is some helpful information on returning an order if you’re unable to complete a delivery.
Before starting a return
Before starting a return for an order, you can:
- Review anything the customer may have added to the Customer notes on the order to give additional info for completing the delivery successfully.
- Review the order details to see if the customer is required for “attended delivery” or if the order can be delivered to the drop-off location.
- Tap CONTACT on the order screen to talk with the customer directly.
Reasons to start a return
You can start a return for the order if you can’t complete the delivery because:
- the customer wasn’t available to complete identity verification for the “attended delivery.”
- the customer couldn’t give the correct OTP to receive the order.
- the customer couldn’t provide REAL ID-compliant driver’s license verification to receive the order.
- the drop-off location wasn’t safe or accessible to complete the delivery.
- the order contained items that couldn’t be delivered to the specific delivery location.
- the customer was unavailable and unresponsive after 5 minutes of trying to contact them.
Starting a return for the order
For instance, after confirming arrival at the delivery location, if you can’t complete a delivery, you can choose to start a return for the order within the Spark Driver™ app.
Once you confirm arrival at the delivery location, you can:
- Swipe up on the Swipe up if you’re having issues tab at the bottom of the screen.
- Tap Delivery Issues.
- Choose the reason for return.
- Tap SUBMIT.
- Another stop will be added to the end of your trip to return the items to the store.
- Return items can be brought to the store after completing any other deliveries.
Completing a return trip
Store parking is available in the curbside pickup area.
- Once you park, sliding the CONFIRM ARRIVAL bar will let a store associate know you’ve arrived, and the associate will come to your vehicle to collect the order.
- If it’s been more than a few minutes since you arrived, pressing CONTACT connects you with the store so they can assist.
- Giving the associate the Driver Code displayed on your screen and press CODE CONFIRMED will provide a fast return.
- Tapping CONFIRM indicates the associate has collected the order.
- Swiping the COMPLETE RETURN bar will finish the return.
For Walmart GoLocal & Pharmacy orders, you can complete the return by entering the associate’s name on the Return Recipient screen and swiping the COMPLETE RETURN bar.
