--- title: "Arrive at the customer" description: "Understand when to record customer arrival and how permissions and location checks affect the action." canonical: https://docs.ordering.co/docs/products/driver-app/deliveries/arrive-at-customer/ --- # Arrive at the customer For supported delivery-type orders in the customer-arrival phase, the active detail can show **Arrived to customer**. This action records arrival at the customer and is separate from **Delivery complete**. Selecting either control can update the order and start related location, media, notification, or provider work. Confirm that you have the correct order and are following your dispatcher's instructions before continuing. ## Availability The arrival control can appear when: - an active detail in a supported customer-arrival phase; - a delivery-type order supported by this flow; - detail content that is not loading; and - the current client permission, connectivity, and action-loading state. The same client phase can also admit **Delivery complete**, which targets a different completion path. A visible or enabled-looking control is not proof of server ownership, transition eligibility, or current location. ## Before you start - Confirm that you are reviewing the intended active-order detail. - Identify **Arrived to customer** separately from **Delivery complete** and **Delivery Failed**. - Review only visible permission or location-validation warnings. - Do not change device permissions or location to bypass a warning. Provide only the media or PIN requested for this delivery. Mounting the detail can already start API reads, current-location work, location follow/validation, sockets, assets, and provider behavior. A visible map marker or simulator location is not trusted arrival evidence. ## Complete the task To review or record customer arrival: 1. Open the current delivery detail. 2. Locate **Arrived to customer** in the order information area. 3. Confirm that the detail is not loading and note whether the control is visibly disabled. 4. Distinguish it from the separate **Delivery complete** control. 5. Review any visible permission or location-validation issue. 6. If you are authorized to record arrival, select **Arrived to customer** once and wait for the result. If you are only checking the order, leave the controls untouched. If permissions are missing, the app may show permission guidance. The arrival action checks location and requests an order-status update. **Delivery complete** follows a separate path and may require media or secure-delivery details. Follow the prompts for the selected action; do not treat arrival as delivery completion. ## Verify the result After selecting an action, wait for the order details to refresh. A visible state does not confirm that every related notification or provider action has completed: - the correct detail is visible; - **Arrived to customer** is visible, absent, disabled, or accompanied by a prerequisite; and - If the result is unclear, contact the dispatcher or order owner before retrying. ## States and variations | Visible state | Meaning | Safe next step | | -------------------------------------------------- | -------------------------------------------------------------------------------- | ------------------------------------------------------------------ | | Detail loading | Order/detail state has not settled. | Wait for content or error. | | Supported customer-arrival phase and delivery type | **Arrived to customer** may be available. | Confirm the order and dispatcher instructions before selecting it. | | **Delivery complete** also visible | The completion contract is separately eligible-looking in the client. | Do not confuse it with arrival or press either. | | Arrival control absent | Effective state, delivery type, loading, or another condition does not admit it. | Do not force a status or route. | | Control disabled | Loading, connectivity/offline, or another action blocks interaction locally. | Wait or report; do not repeat taps. | | Permission guidance | Local permission state does not admit the action path. | Use the permission guide; request is not grant. | | Location-validation warning | Client rules did not accept current location evidence for arrival or completion. | Do not refresh, mock, or change location to force it. | | Completion media/PIN form | Separate completion configuration requires additional inputs. | Leave it; arrival is not completion. | | Error or stale detail | The current client/provider result is unusable. | Return once and re-enter from current active delivery. | ## Troubleshooting | What you see | What to check | Safe recovery | | -------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | | **Arrived to customer** is missing | Effective state, delivery type, detail loading, and order ownership | Do not use another product or status action to force it. Recheck the active detail once. | | **Delivery complete** appears before arrival is recorded | Client visibility rules for completion and arrival are distinct. | Leave both controls untouched and ask the order owner which state is current. | | Permission guidance appears | The current local permission result did not admit the action. | Use [Location permissions](https://docs.ordering.co/docs/products/driver-app/maps/location-permissions/); do not infer grant from a prior prompt. | | Location validation reports a problem | Client freshness, distance, or configured rules rejected the available evidence. | Follow the visible recovery guidance; do not mock or manually change location. | | A proof, PIN, or media form appears | You entered the separate completion path or its configuration requires additional input. | Leave without entering data and use the complete-delivery guide. | | An action was pressed accidentally | An arrival/completion/failure request and follow-ons may have started. | Do not repeat it. Escalate immediately with sanitized time and visible state for server reconciliation. | | The UI changes but the result is unclear | Primary status, location, history, socket, notification, message, proof and other follow-ons are separate. | Stop and let the order owner verify the current result. | **Related guides:** [Active delivery](https://docs.ordering.co/docs/products/driver-app/deliveries/active-delivery/) · [Arrive at business](https://docs.ordering.co/docs/products/driver-app/deliveries/arrive-at-business/) · [Complete delivery](https://docs.ordering.co/docs/products/driver-app/deliveries/complete-delivery/) · [Location permissions](https://docs.ordering.co/docs/products/driver-app/maps/location-permissions/) · [Navigate the Driver App](https://docs.ordering.co/docs/products/driver-app/operate/navigate-driver-app/)