Responding to “Pickup Not Complete” Notifications

If a driver does not mark their pickup task Successful 15 minutes after the pickup time, we will receive a notification in the “pickup_not_complete” Slack channel. This is a prompt for DSC’s/Support to look into the progress of an order so that we can be proactively communicating delays with the order provider/restaurant partner, and also make sure […]

CP Has Delivery Time As Pickup Time

This particular scenario happens more often than one would think. Oftentimes the restaurant will have the wrong time for the driver to arrive, an example is an 11am pickup with an 1130am delivery time but the CP has it as an 1130am pickup. The driver is usually the one who will point this out in […]

CP States the “Order Is Not Paid For”

If the driver arrives to pickup, and the CP says they cannot release the food because the order isn’t paid for, we need to advise the driver and also reach out to the client (order aggregator or direct client). Since we don’t work with customers directly the orders are 100% always pre-paid.

CP Has No Record of the Order

If a driver calls/texts that they are at a pickup and the CP (restaurant) doesn’t have the order or is unaware of the order please follow the steps below: 

Wait Time Compensation

We can bill for wait time and compensate drivers that are waiting for an order to be prepared starting 15 minutes after the pickup time. Be sure to check the pickup history– if the driver is delayed reaching the pickup location., wait time starts billing 15 minutes after the arrival time. Billing for wait time