Check the contents
Match each item and quantity to the order, including paid extras and preparation instructions. Assign one person to the final check. Keep separate customer orders apart on the packing counter.
Protect the journey
Choose packaging appropriate to heat, liquid, weight and fragility. Keep incompatible goods separate. Use your food-safety procedures for temperatures and hygiene. Include utensils or condiments only as instructed or included in the product.
Use the reference
Label the bags with the Dovi order reference without exposing unnecessary customer information. Count all bags with the driver and confirm the collection details. Never hand over one customer’s order because a driver merely recognises the store name.
If something is wrong
Raise the issue before handover where possible. Record what happened using the available support process and the order reference. Do not invent a replacement or claim a refund has been issued before it is confirmed.