Driver not following the route

If a driver seems to be taking an indirect path, it's usually normal. The most common reason is order stacking — the driver is carrying several deliveries at once and handling them in an efficient order — and the rest is everyday traffic and rerouting.

Check whether it's expected

• See if the delivery is stacked. On the delivery, a delivery that's part of a batch shows that — including its sequence in the batch, or how many stops come before it. If it's stacked, an indirect route is expected.
• Watch the map. The delivery's map shows the driver's live location with a Last Updated time; if it reads Location Not Live, the position is stale rather than the driver having stopped. Live location depends on the provider sharing it, so it isn't available for every delivery.

If something's genuinely wrong

• Contact the driver — the delivery shows a driver phone number to call when the provider makes one available.
• Contact provider support — the delivery lists the provider's support number and the delivery ID to quote.
• Report an incident — if the delivery is running late or missed, you can Report Incident from the delivery (there's an "arrived late" topic) once a provider is engaged.