My card was declined
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.
I need to update the price on my order
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, it can be helpful to ask 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.
I used my own funds to pay for a Favor
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.
I need a new Runner card
Lost or damaged card? No worries! You can visit the online Runner Store to purchase a new card. Runners will be charged $4 for the replacement of lost Runner cards.
This card is issued by Sutton Bank, Member FDIC, pursuant to license by Mastercard.