I can’t contact the restaurant or store to place the order
Once you accept a Favor, you can place the order online, over the phone, or in person, unless the app indicates the order has been placed for you. Check the Store Details and Favor Details in the Runner app for information that can help you when ordering.
If you are still unable to place the order, you can ask the customer if they’d like to place an order somewhere else. If so, there is no need to start a new order in the app—just upload the receipt as you normally would. If not, let the customer know you will need to cancel the Favor.
I can’t contact the customer
If the customer does not respond to calls or texts, we suggest waiting a few minutes and trying again.
If you don’t feel comfortable placing the order without a reply from the customer, call or text them to let them know why you are canceling the Favor. As a reminder, any purchases not authorized by the customer are prohibited.
If you cannot locate the customer’s address and they have not responded to calls or texts, contact Runner Support for assistance.
If you are delivering age-restricted items and the customer does not respond or answer the door within a few minutes, follow the instructions in the Runner app to return the entire order. You will be paid for both the delivery and the return trip 24 hours after the return is complete. If the merchant will not accept the return, please dispose of the items.
If you are unable to visually confirm a Leave-at-door delivery was received by the customer after knocking or ringing the doorbell, you can send a delivery photo via text.
I need to cancel the order
If you are unable to complete a Favor, you can cancel or reassign it.
Reassigning a Favor will allow another Runner to complete the order. Canceling a Favor deletes the customer’s order completely and requires them to place a new one. Please note that Favors should be canceled only when reassigning is not an option.
To cancel a Favor, tap the menu in the top right corner of the order screen, select Cancel Favor, and choose a reason for the cancellation. We also recommend notifying the customer via call or text before you cancel the order.
If you think another Runner may be able to complete the Favor, select Reassign. You can only do this before you purchase any items.
Please note, your reassignment and cancellation rate can impact your completion rate and access to the Favor platform. Please see the Community Guidelines for more information.