Have your orders disappeared? Do not worry. There are 3 main reasons this could be happening:
- The order changed from Delivery to Pickup.
- The restaurant changed the pickup time after the order was accepted.
- The order was cancelled.
If an order disappears, just follow these steps depending on when the order was reassigned:
Before pickup
- No action required.
- You are not eligible for reimbursement if you have not arrived at the restaurant. You may be reimbursed for the drive time and for any extended wait times.
- Don't worry about reaching out to the customer or the restaurant, we are looking after that for you in the background.
OR
After pickup
- No action required.
- You can discard food-only orders and chat in for alcohol orders.
You can contact us via chat or email to confirm your reimbursement. All applicable reimbursements will be included in the next 1-2 earning statements which can be viewed on the Courier Portal.
So what can you do to ensure that you are reimbursed for orders that disappeared? Here are a few tips:
- Keep a record of all your order numbers.
- For alcohol orders, please reach out to our live support team via call.
- If an order disappears, you are still eligible for other offers and may complete your run.