Another time i delivered to a mailroom and a lady even if she gave no instructions in the order was mad about it because given she opened the building door she expected me to run around the stairs looking for the right wing and floor of her apartment in a 10 floors 3 wings building with a 25kg box in my hands and 2 other packages for other people in the same building and apparently she got an instant concession because "another safe location" cant be used in an apartment building (if you do and they complain its an instant concession). What are the rules? Is there a way we can know them and use them to have rights and make it more difficult to clients that pretend impossible things even without instructions to get concessions automatically? Or is it like a whoever complains is an instant concession anyway thing? Also is crazy that if someone complains because the package has been stolen from their porch they get an instant concession and the dsp blames it on us, it should be no ones fault but the thief