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. You can check the Store Details and Favor Details in the Runner app for information that can help you when ordering. Expert Runners recommend trying online or in-person ordering if restaurants or stores are not answering their phones.
I can’t contact the customer…
…when placing an order
If the customer does not respond to texts, expert Runners suggest calling them to try to get in touch. It can be helpful to try contacting the customer several times before moving forward.
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. As a reminder, any purchases not authorized by the customer are prohibited. Canceling the Favor may also impact your Runner ratings.
…when trying to find the customer’s location
If you cannot locate the customer’s address and they have not responded to calls or texts, contact Runner Support for assistance.
…when delivering alcohol, tobacco, or another age-restricted item
If you are delivering age-restricted items and the customer does not respond or answer the door within a few minutes, you can follow the instructions in the Runner app to return the entire order. You will be compensated by Favor for the return. If the merchant will not accept the return, please dispose of the items. Please note that inappropriately returning items may violate the Runner Community Guidelines and may result in temporary suspension or deactivation.
Age-restricted items cannot be left as a leave-at-door delivery and Texas law requires you to check the customer’s ID. Your account may be temporarily suspended or deactivated if you do not check the customer’s ID.
If an illegal delivery is made, it can result in arrest, fines, or additional liability. It is your responsibility to familiarize yourself with all Texas Alcoholic Beverage Commission requirements and to comply with them.
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. Expert Runners recommend only canceling Favors 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. Expert Runners 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, you can select Reassign. Reassignments are only available before items are purchased.
Please note: Your Runner ratings may be impacted by reassignments and cancellations. Please see the Community Guidelines for more information
My Runner card is being declined
If you experience an issue with your Runner card, we recommend trying the following solutions:
- Verifying credit status—Runner cards can only be run as a credit card. If you or the restaurant or store ran the card as a debit card, we recommend trying to run the card as a credit card. If you are prompted to enter a zip code, you can enter 78702.
- Verifying order type—Runner cards are not needed for Pickup & Deliver orders. You can simply pick up the order and head to the customer!
- Entering the correct zip code—If an error arises and you are prompted to enter a zip code, you can use code 78702.
- Purchasing orders with age-restricted items—If you are having a card error purchasing alcohol, tobacco, or another age-restricted item, we recommend verifying you are at the exact location listed in the Runner app. It can also be helpful to verify you have the correct item(s) (for example, if the customer wants one pack of cigarettes, and not a carton, you will only be able to purchase one pack).
- Verifying the card’s expiration date—It can be helpful to verify the expiration date on the card if your card declines. If your card is expired, you can request a new one here.
If these solutions do not work, please contact Runner Support.
This card is issued by Sutton Bank, Member FDIC, pursuant to license by Mastercard.