FAQs
Orders Change topic
- What should I do if I want to unassign an order after waiting more than 15 minutes at the restaurant?
- What are delivery notes?
- What if the customer’s location changes while I deliver an order, or the map shows a wrong pin?
- What is a stacked order?
- Do I need to show the restaurant my phone when I collect an order?
- What should I do if my vehicle breaks down or my equipment stops working?
- How to handle spilled items during a delivery?
- Sometimes I feel like I have to wait a little while before I'm offered any orders. Why is this?
- Can I unassign an in-flight stacked order?
- Can I unassign a stacked order?
- What is the impact on acceptance rate if I reject the stacked orders?
- What would happen to my acceptance rate if the order was cancelled by a customer / restaurant?
- How far do I have to travel to the restaurant or the customer?
- If there's an emergency while I'm on an order, what should I do?
- Why can't I call and reach out to the customer?
What should I do if I want to unassign an order after waiting more than 15 minutes at the restaurant?
Please use the self-help feature (the “?” button in the top right corner of the app) to unassign an order, and submit the request review form within the current payment cycle by 12:00 PM the following Monday.
Submitting the request review form will initiate the Manual Review Process, allowing you to request a review if you believe your acceptance rate has been unfairly affected, for example by unassigning an order due to system errors or if you waited at the restaurant for over 15 minutes.
Remember, the 15-minute waiting time refers to your actual time at the pickup location, not just the time displayed in the rider app. When submitting the form, please include your rider ID, email (matching the one in your rider app), and order number.
You will receive the review results via email by Monday at the earliest. Adjusted boost fees will be issued on the normal payment date, which is Tuesday.
