Troubleshooting Common Issues

Can’t find the item? Enter it as “Lost”

Lost items are items that are not accounted for unclear reasons (mis-counts, items in the wrong place, items swapped out incorrectly). When in doubt, ask another staff member for a second look!

Resolving Issues with Off-Site Deliveries

Communicate any issues with onsite staff and management. Make notes on the invoice.

If a consumer rejects an off-site delivery item, they will need to have the cost of that item credited to their account. Accept payment as normal but make a note on the invoice of which items were rejected and why. Return invoice and rejected item(s) to on-site staff for evaluation and to handle any relevant refund/credit.

No-Shows

Sometimes due to scheduling conflicts or human error, a consumer may not show up to a satellite location or may not be home to accept their delivered items. In these cases, their contact information should be on their invoice: reach out to the consumer if you can. If they can’t meet you to pick up their items, or you cannot reach them, return to the food hub and store the order according to their respective storage needs. Make a note on the invoice about the no-show and notify food hub staff. Your food hub will have their established procedure for either uniting these items with the consumer, or returning them to inventory.