Most orders are Place & Pay Favors in which you will personally place the order online, over the phone, or in person. You can save time by placing the order in advance. This allows you to pay and pick up quickly when you arrive at the restaurant.
How to place an order
You can call an order in, order online, or order in person. The in-app notes may provide instructions from specific restaurants or stores.
Ordering over the phone
Expert Runners find it helpful to call in the order as soon as the order is accepted. They also anticipate common questions, including drink sizes, sides, etc. to ensure orders are accurate. Restaurants may quote a longer time than required for the order to be ready. Heading straight to the restaurant can help provide a quick delivery!
Ordering online
The notes in the app may direct you to a restaurant’s website if the restaurant prefers orders to be placed online. Your Runner card can be used for online orders. Expert Runners recommend picking a strategic pickup time based on how far away you are from the location so you can quickly pick up and deliver the order.
Ordering in person
Food trucks, some fast food restaurants, and other stores may not have a way to accept orders online or on the phone. The restaurant or store’s employees can often help if you are confused about items in the order.
Issues paying for an order
If your Runner card declines, you will see an error message in the app or receive a notification with instructions about how to resolve the issue.
Occasionally, Favor may need to approve an order. If you see instructions to contact Runner Support, you will need their assistance to resolve the issue.
If you use your own funds (such as cash or a personal credit or debit card) to pay for a Favor, you can request a reimbursement by selecting I used my own card when saving the price and receipt during checkout. This will generate a form for Runner Support and allow us to issue your reimbursement. Please note that SNAP/EBT payments are not eligible for reimbursement.
If you do not select I used my own card in the Runner app, you can request a reimbursement by contacting Runner Support with the order details and a photo of the receipt.
You must submit a clear photo of the receipt to be eligible for reimbursement. Please note that reimbursements can take up to 14 days to process.
Issues picking up an order
The Runner app will direct you to the specific location the item is ordered from. Some stores have pickup shelves, to-go counters, or other designated spaces for delivery orders. The in-app notes will typically list the restaurant or store’s preferred pick-up methods.
Many restaurants and stores have curbside parking spots available for customers picking up to-go orders. We recommend looking at the in-app notes to verify the restaurant’s preferred parking or drive thru preferences.
Extra order items
It can be helpful to include extra items like utensils, condiments, and napkins with the customer’s order before leaving the restaurant or store. No one wants to eat soup without a spoon!
The Runner card is issued by Sutton Bank, Member FDIC, pursuant to license by Mastercard.