Part 1 — Attempt every package
A package brought back to the station with no attempt reason counts against you. Every package gets a real attempt.
✓ Do
- Make an honest delivery attempt on every package.
- If you can't deliver, follow contact compliance (next section).
- Mark a valid RTS code on every returned package (UTA, UTL, NSL, Bad Weather…).
- Hand packages back to Amazon only with a reason marked.
✗ Don't
- Bringing a package back with no delivery attempt.
- Returning a package with no RTS code.
- Calling a package undeliverable without trying.
- Guessing a code that doesn't fit the situation.
Real example: A customer isn't home and the gate is locked. The DA texts and calls, lets it ring past 12 rings, calls Driver Support, then marks it UTA — a clean, fully-credited attempt instead of a DCR miss.
Part 2 — Contact compliance is text AND call
When you can't deliver, you must reach out before giving up.
✓ Do
- Text AND call the customer — both, every time.
- Let the call ring through: make contact, leave a voicemail, or let it ring at least 12 times.
- If there's no answer, or the call drops before 12 rings, call Driver Support as well.
✗ Don't
- Skipping the text.
- Hanging up before 12 rings.
- Marking undeliverable without trying Driver Support.
Remember: Text + call + (ring 12 or voicemail) + Driver Support if no answer + a valid RTS code. That's the full sequence.
Knowledge check
Answer all 6. You need 5 of 6 to pass. You can retake it.