1. No more weekly emails for your payable amount on Mondays. Refer to your Roadrunner Wallet balance as reference.
     

  2. No communication with the Finance Team via Telegram. Use Rider Support in Roadrunner instead.
     

  3. No rigid timeline for the deposit.  Deposit when or before your wallet reaches the limit. Details will be explained below.

After depositing the COD amount, you should send the deposit receipt to

the Finance Team via creating a ticket in Roadrunner.

*Only one submission is allowed in a single ticket*

  1. Open Roadrunner and press the menu button ( the 3 lines at the top left corner)
     

  2. Choose “Rider Support”
     

  3. Press “+” on the top right corner 

  1. Choose “Cash Collection” for first option

  2. Choose “ Daily Cash Collection” for more specific option

  3. Input COD amount as subject [omit dollar sign]

  4. Input the date and time of deposit in the description box [Format: DDMMYYY HHMM (24 hours)]

  5. Attach the deposit receipt and click “Submit”

COD amount: $1234.5

Date of deposit: 8th September 2020

Time of deposit: 9:59 pm

Subject: 1234.5

Description: 08092020 2159

Remarks:

  1. You can only submit one receipt per ticket. If you have more than one receipt, you will need to create another ticket.
     

  2. You can only choose "Daily cash collection" when you inform the Finance Team. For other issues, please select the appropriate category.
     

  3. Your COD deposit will be deducted from Roadrunner Wallet in 2-3 working days.
     

  4. If the information required is not correctly input, it might lead to delays in handling time. foodpanda HK is not responsible or liable for any loss of any kind incurred as a result of incorrect/invalid information provided by the courier.

WRONG FORMAT

COD amount: $3698

Date of deposit: 3rd September 2020

Time of deposit: 1:35pm

Subject: HK$3698

Description: 03.09.2020.13.35pm

Problem

Subject: HK$3698

Description: 03.09.2020.13.35pm 

Correction

Subject: 3698

Description: 03092020 1335

INVALID SUBMISSION

COD amount: $2500

Date of deposit: 22th October 2020

Time of deposit: 9:24am

Subject: COD

Description: COD

Problem

Subject: COD 

Description: COD

Correction

Subject: 2500

Description: 22102020 0924

1) Make deposit and inform the Finance Team following the guideline above.

2) When your Roadrunner Wallet balance goes ABOVE -$2500 (zero/overpaid) , you account will then be automatically unblocked by the system.

 

You DO NOT need to visit our offices for unblocking your account.

Frequently asked questions 常見問題

English

Why did the amount in my Roadrunner Wallet stays the same even after I deposited the amount and submitted a ticket in Roadrunner?


1) Make sure you input the correct format while submitting the ticket 2) Finance Team will need around 2-3 working days to adjust the wallet amount




What if I deposit the COD amount on Friday and my account is being blocked during the weekend?


Finance Team will need 2-3 working days to adjust your Roadrunner wallet amount. Therefore please take this into consideration and we highly recommend couriers to deposit COD before the amount in your Roadrunner wallet reached -$2500.




Will I still receive any email notifications from the Finance Team regarding my payable amount?


To simplify the COD money return process, the Finance Team will no longer notify you of the payable amount. Instead, you can always refer to Roadrunner Wallet for the amount to be returned.




When should I return the COD money to the company?


We aim to provide a higher flexibility to couriers, therefore you can plan ahead and choose when to return COD. However if your Roadrunner wallet amount reaches -$2500 for 7 days, your account will be suspended.




How much should I return to the company?


For the amount to be returned, you can always refer to the Roadrunner Wallet balance.




The customer gave me a different amount from what is shown in my Roadrunner, what should I do?


It is always the courier’s responsibility to politely collect money from the customers if it is a COD order. If the customer gives you a different amount when you deliver at his/her location, you should politely clarify it with the customer and at the same time inform the Rider Service Team of the situation. If the customer insists on giving you a different amount, please receive the cash and report it in Roadrunner by following the tutotial below Click here to see step by step illustrations The Finance Team will then follow up with your report and validate any proposed adjustment. If wrong/incomplete information has been provided, the Operations Team will follow up with compliance issues.




The amount shown on Roadrunner Wallet is different from my own calculation, what should I do?


You should always make use of the “Report” function if there is any discrepancy when you collect cash from the customer. Refer to the previous question for illustration. If you need to clarify it with the Finance Team, please create a ticket via Rider Support within Roadrunner (Select ‘Cash Collection’ → ‘E-wallet issue’).




My account is suspended, what should I do to get it unblocked?


Make a deposit and inform the Finance Team by following the above guidelines. When your Roadrunner Wallet balance goes above -$2,500 (zero/overpaid), your account will then be automatically unblocked by the system. You DO NOT need to visit our offices to unblock your account. If you need further assistance, please create a ticket via Rider Support within Roadrunner (Select ‘Cash Collection’ → ‘Unblock/Auto-block').





中文

我還會收到會計部給我有關歸還 COD 款項通知的電郵嗎?


為簡化歸還 COD 款項程序,會計部將不會再發送有關電郵。你可以參考 Roadrunner 錢包,以得知要歸還的款項。




我應何時歸還 COD 款項?


這次更新的目的是為了提供更高彈性給送遞員,因此你可以提早計劃及決定何時歸還COD。但如果你的Roadrunner錢包金額達到任何上述條件時,帳號會被自動封鎖。




我應歸還多少 COD 款項?


有關歸還的款項,你可以參考 Roadrunner 錢包金額。




當客人給的金額和 Roadrunner 列明的金額不符,應如何處理?


如你正送遞 COD 訂單,你有責任有禮地向顧客收取現金。如果客人支付的金額和 Roadrunner 所顯示的金額有所出入,你應有禮地向客人解釋。與此同時,你需通知送遞員服務部以得到即時的幫助。 如客人仍然堅持給和 Roadrunner 列明的款項不符的金額,請先收取客人現金,然後根據以下步驟在 Roadrunner 內報告相關情況: 點擊查看流程步驟 會計部將會跟進你的報告及查核所報告的調整屬實與否。如發現報告不誠實或不完整,營運部將會跟進其紀律問題。




Roadrunner 錢包顯示的金額與我自己的計算有所不同,我該怎麼辦?


當你發現兩者的計算有出入,你可善用Roadrunner的「報告」功能。你可參閱上文以了解更多詳情。 如有任何差異,請透過 Roadrunner 支援提出新查詢,直接聯絡會計部(選擇「COD訂單問題」→再選擇「錢包問題」。




我的帳號被封鎖了,我該怎麼辦?


歸還款項後根據以上指示通知會計部。當你的Roadrunner 錢包金額高於-$2500(歸零/多付) 時,你的帳號便會自動解封。請無需就解鎖帳號到我們的辦公室。 如需更多協助,請透過 Roadrunner 支援提出新查詢(選擇「COD現金單問題」→再選擇「錢包問題」。




為什麼即使我已歸還COD金額及已提交新查詢後,我的Roadrunner錢包還沒有更新?


1)請確保你在提交新查詢時輸入正確格式。 2)會計部需大概2-3個工作天更新Roadrunner錢包金額。




如我在星期五歸還COD金額,但我的帳號在週末被自動封鎖,應如何處理?


會計部需大概2-3個工作天更新Roadrunner錢包金額。因此請提前計劃,我們亦建議送遞員在Roadrunner錢包金額達到-$2500時或之前歸還款項。