Here are some Frequently Asked Questions (FAQs) by merchants related to delivery operations.
What should I do when the driver comes earlier than the scheduled food pick-up time?
Drivers should only come at the scheduled pickup time. If they come early and food is not ready yet, please tell them to wait. There is no need to pass them the food earlier.
If the driver shows a bad attitude when they are told to wait, kindly send us the incident report so that we can relay your feedback to our delivery partner. If you want a new driver, do let us know in your dedicated WhatsApp group chat and we will find a new driver for you.
When the customer didn’t provide the unit number for delivery
There are cases where customers forget to provide the unit number and the driver is unable to deliver the items after picking up. We should suggest the below actionables:
Contact the customer to get unit number and inform the driver
Inform the customer that the driver will leave the food at guardhouse if applicable
If the customer is uncontactable, you can request the driver return the food to the store, or dispose of the food.
When the driver delivers the food to the wrong address.
We would suggest you issue a full refund to the customer. You can report to us about the incident and we will refund you the full order and delivery fee. Please refer to our compensation policy here.
However, if you decide to redeliver the food, the delivery fee applies for the second delivery.
When the driver picks up the food and goes missing, the food is not delivered to the customer eventually
We would suggest you issue a full refund to the customer. You can report to us about the incident and we will refund you the full order and delivery fee. Please refer to our compensation policy here.
However, if you decide to redeliver the food, the delivery fee applies for the second delivery.
When there are missing items or damaged food received by the customer
We would suggest you issue a partial refund of the missing or damaged items to the customer. You can report to us about the incident and we will refund you the value of the missing or damaged items. Please refer to our compensation policy.
However, if you decide to redeliver the items, the delivery fee applies for the second delivery.
When the driver is rude
Kindly send us the incident report so that we can relay your feedback to our delivery partner to improve the service from the drivers.
Have more questions? Contact our Delivery Coordination Team here.