foodpanda aims to provide our customers with the best delivery services, and every one of our couriers represents the image of foodpanda while delivering. Therefore we take rider compliance very seriously. 

Below are a list of common compliance types we observed and if any non-compliant act not listed below is discovered we will also be taken action. 

 
 

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If we spot other inappropriate/dishonest behaviours, it will be considered a compliance issue and take actions accordingly. Actions include but not limited to 1) reminders, 2) account suspension and 3) account termination. 

 

Orders 訂單

Clicked-through orders 提早完成訂單步驟


You should strictly follow the delivery procedures: Pressing “picked-up” only when you have successfully picked up the order at vendors or “completed” after you have delivered to the customer and collected the money if it is a COD order. 嚴格跟從送遞指示:在確實在商戶提取訂單後才按「已提取」、送遞訂單到客人地址時及收取有關現金(如是現金單)後才按﹏已送遞」,切勿擅自提早完成訂單。




Prematurely delivered orders 過早完成訂單


You should strictly follow the delivery procedures: Pressing “picked-up” only when you have successfully picked up the order at vendors or “completed” after you have delivered to the customer and collected the money if it is a COD order. 嚴格跟從送遞指示:在確實在商戶提取訂單後才按「已提取」、送遞訂單到客人地址時及收取有關現金(如是現金單)後才按「已送遞」,切勿擅自提早完成訂單。




Wrong orders 提取錯誤訂單


You should verify and pick up correct orders from the vendor or hand the correct one to the customers accordingly when you have more than one order at a time. Please refer to the instructions on page "Order delivery". 從商戶提取正確訂單及確保在送遞多於一張訂單時交收正確訂單予客人。詳情請參閱「 送遞訂單」頁面。




Self-placed orders 上線時自行下單


You must not place orders while being on shifts even if it is your family members who use your account to place orders for themselves. 送遞員於上線期間 不能使用平台訂購服務,包括其家人使用同一帳號下單。





Shifts and delivery 更份及送遞

Not using thermal bag 沒有使用保溫袋


You should always use a thermal bag during delivery for hygiene and safety reasons. 送遞員需在更份期間 時刻使用保溫袋以確保訂單衛生及食物安全。




Waiting at drop off 在送遞地點附近等候


If you do not want to receive another order since your shift is ending, you can take a break by using the “on-demand break” function in Roadrunner to avoid incoming orders. 如你不希望再更份接近完結時收到新訂單,請使用Roadrunner内「 自行更份暫停」功能,則可避免接到新訂單。




Complaints 投訴


You should follow instructions provided by the vendor staff within the premises, maintain good behaviour and attitude, show respect during interactions with every stakeholder. ying跟從商戶職員的合理指示,保持良好行為和態度,溝通時尊重客人、辦公室職員、送遞員服務部。




Swap Shifts 未有出席交換更份


Self-employed couriers can pick shifts at their own will but always make sure you can attend the shift before taking it. 自僱送遞員可自由選擇更分,但提取「交換」更份前 請確保你能夠出席





Others 其他

Delayed COD replayment 延遲歸還COD


You should return COD money before your Roadrunner account is automatically suspended by the system ("COD Submission") 在系統自動封鎖帳號前歸還現金訂單的款項(COD)(「 歸還COD」)




Not following road safety guidelines 沒有跟從交通安全指引


You should always follow road safety guideline. 請時刻謹守 道路安全指引




Provide misleading information 提供錯誤資訊


You should provide factual information to Operations Team and Rider Service Team at all times. 於任何時候都應向營運部及送遞員服務部提供正確資訊。




Contacting customer privately 私自聯絡客人


Customers’ contact should be used for delivery purposes only. If you need to text the customer, the only channel is the Rider Customer chat available in Roadrunner. 客人聯絡資料 只作送遞用途。如你需以訊息聯絡客人,你只可使用程式內的 即時聊天室