You may receive a wide variety of offers as a Runner, but the delivery process is generally the same.
Ready to get running? Grab your phone and Runner card! Then, we recommend following these steps:
Accept the Favor:
When you’re offered a Favor, you’ll have 60 seconds to review the details, including delivery distance and estimated earnings, before accepting or declining the order in the Runner app. Here is the information you will usually see before you accept an order:
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Estimated total time: This is the estimated time to complete the Favor, from acceptance to delivery.
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Estimated earnings: This is the exact amount you can expect to earn for each offer (base pay plus customer tip). Of course, a customer can always choose to increase (but not decrease) their tip after the order is complete!
Please note: Promos (except for neighborhood bonuses) are not included in estimated earnings.
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Total distance: This is the driving distance from your current location to the delivery location.
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Number of items: Want to know what size delivery bag to use? You can see an estimated number of items per order before accepting a Favor.
- Place & Pay or Pickup & Deliver: You may need to place and pay for an order, while others (like Fleet and automated orders) are ready for pickup and delivery. You’ll see this information, as well as any insulation and ID check requirements, clearly listed on the acceptance screen.
Full addresses: You can tap the customer and restaurant or store icons to view the full addresses of pick-up and drop-off locations, including building and apartment numbers.
If you’d like to deliver the order after reviewing the Favor Details, tap Accept.
For Favors that do not require an ID check, customers can choose either a Leave-at-door or In-person delivery. You will see the customer’s preferences displayed in the Delivery Notes.
Greet the customer: Customers appreciate communication, and our data shows Runners who text their customers can earn more! You can add custom message templates in the Runner app to introduce yourself and send updates with just a few taps.
Place the order: Once you accept a Place & Pay Favor, you will personally place the order online, over the phone, or in person, unless the app indicates the order is a Pickup & Deliver order that has been placed for you.
Remember, customers appreciate accuracy! We recommend viewing the Store Details and Favor Details in the Runner app for information that can help you when ordering.
Navigate to the restaurant or store: You can tap on the restaurant or store address to get directions through your preferred navigation app. Once you’ve reached the location, tapping Arrived at Store will keep the customer updated on your progress.
Pick up the order: If the order is ready for pickup, pay with your Runner card and ask for an itemized receipt. Then, upload a clear, legible photo of the receipt in the Runner app to verify the price.
Please note: You may not always receive a printed receipt. In these cases, take a screenshot of the receipt texted or emailed to you and upload it to the Runner app.
Need to shop for specific items? You can use the Search feature in the Runner app to find what you need fast. Simply highlight an item in Favor Details or Items Checklist and tap Search to open a quick web search, or tap Copy to save text to your clipboard.
Before placing an H-E-B Now order, customers can also add Substitution Preferences and Shopping Notes to help you quickly finish shopping if a requested item is unavailable. This information is displayed in the Runner app once you arrive at the store and can also be found at the top of the Items Checklist.
Verify the items: Before leaving the restaurant or store, you may be prompted to confirm that you have all items in the order.
Navigate to the customer: When you’re ready to go, you can tap Leaving Store to get directions through your preferred navigation app. The Delivery Notes may give you for important details like delivery preferences, directions, gate codes, and parking information.
Delivering to the customer: Once you’ve reached the customer’s location for an In-person delivery, tap Confirm Delivery and hand the items to the customer. If they prefer Leave-at-door delivery, we recommend tapping Confirm Delivery, taking a delivery photo, and knocking or ringing the doorbell.
If you are unable to visually confirm the order was received by the customer after a few minutes, they will receive a photo of the delivery via text for reference.
Complete the Favor: After you’ve dropped off the Favor, slide the Complete button.
In-App Help: Runner Support is available any time you are on an active delivery. Support can be reached directly through the Runner app by selecting Need Help? on the order screen. If you are not on an active delivery, click here to contact Runner Support.
The Runner card is issued by Sutton Bank, Member FDIC, pursuant to license by Mastercard.