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 if the customer’s location changes while I deliver an order, or the map shows a wrong pin?
If this happens, please contact our Live Rider Support team at once, or contact us via the Rider website after you’ve completed the delivery.
Same district (eg. HKCE <> HKSW)
If the new location belongs to the same district as the one you were first assigned to, you would still receive the stated fee (as shown on the order acceptance screen) if you decide to deliver the food to the new address. If you decide not to deliver the order to the new address, you can send the food back to the restaurant. However, since the customer has never received the order, you will not be paid for that order.
Cross-district (eg. HKCE <> HKMK)
If the new location belongs to a different district than your assigned zone, you do not need to complete the delivery. Simply swipe ‘complete’ on the order, and return the food to the restaurant. You will be paid what was shown on the order acceptance screen.
Want to learn more? Go to this page for more information.
