As a Runner, you have the power to choose which Favors you want to run. When you are offered a Favor, you will have the opportunity to accept or decline it in the Runner app.
If you accept the Favor but can’t or don’t want to complete it, you can reassign it to another Runner. To reassign a Favor, simply cancel the Favor and choose Reassign as the reason for the cancellation. You can only do this before you purchase any items.
Please note that canceling a Favor is not the same as reassigning it. Canceling a Favor voids the customer’s order completely and requires them to place a new one. You may need to cancel a Favor if:
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The requested restaurant or store is closed or does not work with Favor
If the restaurant or store is closed, contact the customer and see if they'd like to place an order somewhere else. If so, you can use the current Favor to complete the new order. If not, let the customer know you will need to cancel the Favor.
Once you have notified the customer of the cancellation, tap the menu in the top right corner of the order screen, select Cancel Favor and choose Merchant Temporarily Closed or Merchant Permanently Closed as the reason.
- The requested items are not available
If the items the customer requested are not available, contact the customer and see if they'd like something else. If so, you can use the current Favor to complete the new order. If not, let the customer know you will need to cancel the Favor.
Once you have notified the customer of the cancellation, tap the menu in the top right corner of the order screen, select Cancel Favor and choose Requested Items Not Available as the reason.
- The requested items are not allowed.
If you receive a request for a prohibited item, let the customer know you will need to cancel the Favor.
Once you have notified the customer of the cancellation, tap the menu in the top right corner of the order screen, select Cancel Favor and choose Requested Items Not Allowed as the reason.
If your Runner card was declined or you are unable to contact the customer to complete the Favor, please check for the following issues before canceling the Favor.
While you are free to decline any Favors you like, by accepting an order for delivery you are committing to a customer that you will complete the delivery. Orders that are not completed for any reason, whether they are reassigned, canceled, or reported for non-delivery, will count against your completion rate. Your completion rate is the number of Favors successfully completed out of the total number of Favors accepted. If your completion rate is too low, you may lose access to the Favor app. Check out the Community Guidelines for more details!
Customer cancellations
Customers can also cancel their own orders directly in the Help section of the Favor app. You will receive a notification in the Runner app and a $2 payout when a customer cancels their Favor. This payout will be immediately reflected in your earnings.
Please note, reassignments and your cancellation rate can impact your completion rate and access to the Favor platform. Please see the Community Guidelines for more information.
When you are away from your phone and do not act upon offers, back-to-back declines from inaction may result in your session ending. We do this to ensure your acceptance rate is not impacted and Favors are being offered to active Runners.
This card is issued by Sutton Bank, Member FDIC, pursuant to license by Mastercard.