Here are some common scenarios that can occur while you’re on the road and delivering to hungry customers.
Waiting at the restaurant
Restaurants can get particularly busy during peak times of the day. If you are at a restaurant and are waiting for the order to be ready, we recommend that you have updated your status to be “Parked at Restaurant”.
As soon as you enter the restaurant, we recommend that you inform the restaurant staff that you’ve arrived and provide the correct order number.
Don’t forget to swipe “Collected” when you’ve picked up the order from the restaurant.
Contacting the Customer
After picking the order up from the store or restaurant, the app will show you the customer’s delivery address. You can contact the customer by tapping their name on the order or by tapping the phone icon on the order screen in the app.
Please know that as a courier on the network, you are responsible for any confidential information you receive, which may include customer or vendor details. We expect professionalism in your interactions with customers, other couriers, and Menulog partners and employees for a safe and positive network experience. Read the Community Respect Guide to set yourself up for success.
Customer Unreachable (Self-Serve)
If the customer is still unreachable, please follow these self-serve steps:
- Tap the “Having Trouble?” banner and follow the in-app process. A 5-minute timer will begin.
- You’ll then be prompted to confirm you’ve verified the delivery location and tried contacting the customer.
- After the 5-minute timer runs out, tap on the “Marked Undelivered” button. Leave the order in a safe location, unless it is alcohol, and send a message to the customer indicating where you’ve left the order.
- You’re not required to return to the restaurant (except for undelivered alcohol orders)*. You’ll receive your total earnings for the order.
*All undeliverable alcohol orders must be returned to the restaurant or alcohol merchant. In these scenarios, you’ll be paid for returning the product. Before leaving the customer’s location, get in touch with the Menulog team using the chat function in the app. Once the return is complete, we’ll ensure you receive the appropriate compensation.
Missing Items/Incorrect Order
If a customer informs you of missing items in their order, please advise them to get in touch with our team using the Menulog app. Mark the order as delivered so you can continue onto your next delivery.
Food Items Spilled/Ruined
If a drink item is spilled or a food item is damaged during transit, please use the chat function in the Courier App to notify our team of the situation. Depending on the situation, you might be asked to deliver the remaining items.
For undelivered alcohol orders, please know that you’ll be required to return the alcohol. Get in touch with us using the chat function and our team will advise you on the next steps.