An order may be marked as a non-delivery if a Runner accepts a customer’s Favor request and then fails to complete the order. Delivery is only complete once the items to be delivered have been given to the customer.
If a customer is not available or has requested a Leave-at-door delivery, the delivery is only complete if you have made a reasonable attempt to contact the customer or have left the items in the designated location noted in the Runner app.
Check out tips and tricks from Runner Community Experts to avoid having orders marked as “not delivered.”
Look at the Delivery Notes
The Delivery Notes provided by the customer can be helpful when delivering an order, especially when delivering to apartments or other non-residential locations. We recommend looking at the Delivery Notes prior to leaving the restaurant or store for any useful information, including gate codes or instructions for how to find the specific drop-off location.
Take a good confirmation photo
Confirmation photos are helpful to show the items were dropped off at the correct location. These photos can be especially helpful if a customer reports that they did not receive their items. Favor will reference your confirmation photo in these situations for proof of delivery.
When taking the photo, a good rule of thumb is to back up to a point where you can include the house or apartment numbers, the entire delivery, and any unique features of the building.
Stay in touch with the customer
Customers appreciate great service. Staying in touch with your customer during the delivery can be helpful if you have questions when trying to drop off the order.
Runners can text or call their customer throughout a delivery to clarify an order, confirm a drop-off location, or find a house in the dark.
Keep your non-delivery rate in mind
Your non-delivery rate is based on the number of Favors reported as not delivered out of the total number of Favors you accept. If your non-delivery rate exceeds your area’s maximum threshold, Favor may suspend your access to the Runner app temporarily or permanently. In all cases, you will be notified and given an opportunity to respond and appeal. We recommend keeping this in mind as you deliver orders to avoid any disruptions to your account status.