What ordering looks like for customers
As a rider, you’re familiar with the app notifications you receive, but have you ever wondered what the customer sees once they’ve placed their order?
When a customer places an order, they see the live order tracker in their app (or on the website), and receive notifications depending on what stage their order is at.
Each notification is triggered by signals from your app, including when you reach the restaurant, when you’ve marked the order as collected, and when you’re within a few hundred metres of the customer’s address.
If there are any delays or variations to the customer’s delivery, such as if a restaurant has kept you waiting, we’ll let the customer know.
What happens when I can’t find the customer?
If you haven’t been able to reach a customer by calling them, and decide to send a notification, we’ll let the customer know that you’re looking for them.
We know that you might be in a hurry, but please stick around for a few minutes – it’s likely they’re coming to find you!
If you’ve waited and need to leave the order somewhere, we’ll also let the customer know exactly where it’s been left and how long you waited.
To ensure the customer is ready to receive your order, it is important that the signals from your app are accurate.
We want to make sure that deliveries are efficient for everyone, so in the future we’ll be looking at ways to make sure that location information can flow more easily from you to the customer, and how we can make it easier for you and the customer to contact each other.