Common order issues
Table of contents
- Price adjustment
- Paying for the order
- Adding or removing an item
- Contacting the customer for substitutions
- Contacting the customer for delivery issues
- Restaurants or stores with multiple locations
- Common issues
- Different order types
Price adjustment
The Runner app will walk you through the process of updating the cost of an order if you need to change the final price once you get to the restaurant or store. When updating prices, it can be helpful to refer to the itemized receipt provided with the order. You can save the new price as it appears on the receipt and the Runner app will automatically add the sales tax to the total.
If the receipt does not have an itemized list of items displayed, expert Runners recommend asking the restaurant or store to find and correct the price of items. Some Runners have had success photographing the restaurant or store's screen to save the price of each item. If you are unable to update the price, you can reach out to Runner Support for assistance.
[Price Update flow screenshot]
Paying for the 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.
Adding or removing an item
For Place & Pay orders, you can make substitutions or add items before leaving the store for valid customer requests (for example, you cannot add alcohol if the order was not already marked as an order with age-restricted items). Changes may prompt you to edit the digital receipt or may require an additional photo of the second receipt.
It can be helpful to communicate any changes to the customer. Any purchases not authorized by the customer are prohibited. If you need to add an item after you have selected Leaving store, please contact Runner Support for assistance.
Contacting the customer for substitutions
Customers appreciate when Runners reach out to them if an item is not available. If the customer does not respond to calls or texts, expert Runners suggest waiting a few minutes and trying again.
If you don’t feel comfortable placing the order without a reply from the customer, you can call or text them to let them know why you are canceling the Favor. This is often a last resort for expert Runners as it fully cancels the order and does not reassign it. Remember, any purchases not authorized by the customer are prohibited, and canceling or reassigning orders can impact your Runner ratings.
Contacting the customer for delivery issues
If you cannot locate the customer’s address and they have not responded to calls or texts, you can contact Runner Support for assistance by selecting Need help? on the Order Details screen.
If you are unable to visually confirm the customer received the order after knocking or ringing the doorbell, expert Runners recommend including a detailed delivery confirmation photo.
Restaurant or stores with multiple locations
The Runner app will direct you to the exact location the customer ordered from. This is especially important for orders with alcohol as Texas law requires Runners to pick up from the specific location provided. Different locations also have different inventory, which is why it can be helpful to go to the specific location listed in the Runner app.
Common issues
Order accuracy—Expert runners recommend checking the receipt provided to verify it matches the order placed. Some restaurants or stores do not provide itemized receipts. In these situations, you can ask an employee to check the order. Expert Runners do not recommend opening a customer’s food during a delivery.
Sides, napkins, and utensils—We all know the sauce can make or break our favorite taco. Adding extra items to your customer’s order, such as condiments, straws, and utensils, can take the customer’s experience to the next level. No one wants to eat soup without a spoon! Expert Runners recommend including any extra items the restaurant provides so the customer gets a first-class experience.
Navigation issues—The Runner app will allow you to navigate with your preferred navigation app, but reaching out to the customer can be a great way to locate them quickly if you run into any issues finding their address.
Apartment deliveries—When delivering to a customer in an apartment, it can be helpful to verify you are at the correct location, especially for leave-at-door deliveries where you do not hand items to the customer directly. Paying close attention to the apartment numbers and following navigation clues within the complex can help you find your customer quickly. Some Runners use apartment mapping apps to navigate through complexes efficiently.
Forgetting items in your vehicle—Leaving part of the customer’s order in the car is a common mistake Runners encounter. It can be helpful to double-check your vehicle for drinks, additional items, or extra bags. This can be especially helpful when delivering batched H-E-B home delivery orders because orders can get mixed up when placed together in the vehicle. Expert Runners recommend separating orders in different areas of your vehicle, and some even carry sticky notes to label customer orders and ensure each customer gets the correct order.
Different order types
Place & Pay—Most restaurant orders are Place & Pay Favors in which you will personally place the order online, over the phone, or in person. Whenever possible, 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.
Pickup & Deliver—Favor places orders for you with some restaurants like Freebirds World Burrito, TacoDeli, Snappy Salads, Hopdoddy, and more!
Just like Place & Pay Favors, Pickup & Deliver orders are placed by the customer in the Favor app. We’ve just taken care of placing the order, so all you need to do is pick up and deliver. When picking up your order, it can be helpful to check the app for pickup instructions from the restaurant or store.
Shop & Deliver—These orders involve shopping for a customer’s items inside the store, then delivering them. Orders from grocery and retail stores like H-E-B Now, Walmart, or CVS (previously labeled Place & Pay orders) will now be marked as Shop & Deliver.
If customers are not responding to questions during Shop & Deliver orders, it can be helpful to reach out to them. Calling the customer or sending texts can help establish a line of communication to get questions answered quickly.
The Runner app will list customer preferences for substitutions or item removal for each item they select. When looking for a substitute item, it can be helpful to match the replacement as closely as possible to the original request.
Alcohol, tobacco, and other age restricted items—These orders are only available for Runners who are 21 years old or older and have ID check deliveries turned on in the Runner app settings. You will need to present your ID to the restaurant or store when purchasing alcohol with a Runner card.
Runners are required to check the customer’s ID and deliver all Favors containing age-restricted items in person to comply with local laws. You should never leave age-restricted items unattended at the door. When delivering liquor, it’s recommended to store bottles in the trunk or back seat to comply with open container laws.
You will be prompted to take a photo after the delivery is complete. You can simply take a photo of the door for these deliveries after the customer has returned inside. Please do not include customers in the confirmation photo.