Receiving an order from a courier: what to check

The most important moment of an online purchase is when the courier is at your door. Take your order the right way in those few minutes and you avoid long chats and stress later. Here is what to check when you receive an order from a courier, and what to do if something is wrong.

Before the courier arrives#

The order page shows the status in three steps: “Pending”, “Shipped”, “Delivered”. Once the order is “Shipped”, keep your phone close: the courier calls the recipient named in the order.

If the order is going to someone else, check that they are set correctly at the “Who is this order for?” step at checkout. A filled-in “Landmark” field and a note for the courier help them find the place faster. A wrong address or phone number can lead to delays and extra cost.

The code the courier will ask for#

Once the order is shipped, its page may show “Code the courier will ask for”. The app says: tell the courier this code when you receive your order. If someone else is receiving it, send them the code in advance.

Check the box#

Where the courier’s process allows, check the parcel before you accept it. Dona’s delivery policy recommends exactly this. It is simple:

• Is the packaging intact? Look for tears, dents or signs it was opened.
• Does the item match your order? Model, colour and size should be what you chose.
• Is everything there? Whatever the product page or the live stream said is included should be in the box.

It takes a minute or two and settles most questions that could come up later.

For something expensive or fragile, such as a phone, dishes or electronics, it helps to record a short video while opening the box. If there is a problem, that is the clearest proof. Since the item may need to go back, keep the original box and tags for the first few days too.

If something is wrong#

If an item is missing, visibly damaged, or clearly not what you ordered, do not throw away the packaging. Note the problem, take photos if you can, and report it as soon as possible in the app or to [email protected] with your order number.

You have legal rights for goods that are defective, wrong or damaged. Depending on the case, that can be a repair, a replacement, a price reduction or a full refund. These rights are set out in the Payments and Refunds Policy and are protected by Uzbekistan’s Law on Protection of Consumers’ Rights.

If you pay in cash#

If you chose to pay in cash on delivery, have the exact amount ready and make sure you get confirmation of payment. You can see the amount on that order’s page in the app, in the “Pay the courier” line of the payment card (on some older orders, the “Total” line). If you bought from several shops, each shop’s order comes separately and the courier collects only the total of their own order. Check the box first, then pay.

If you are not at home#

If the first delivery attempt fails, the courier or seller may try again or contact you to agree a new time. Extra attempts depend on the courier’s rules and may sometimes cost more. A parcel that is never collected may be sent back to the seller.

So if you know you will be out, sort it out as early as you can: write to [email protected] with your order number.