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Monthly Statement: Sent by email on the 5th business day of the following month, including the details of each affected order (e.g. order code, date, and time) and its respective adjusted amount.​

 

Feel free to keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be proactively analyzing each affected order.

Wrong Pin 

We will proactively review every case in which the original drop-off location does not match the actual drop-off address of the customer updated by rider service team. In these situations, if the difference between both drop-off locations is larger than 100 meters, we will proactively recalculate the distance component of the service fee and pay the difference of the additional distance travelled. Please note that all compensation amounts related to Wrong Pin that are less than $3 (e.g. $1.50), we will top them up and pay $3 each; while in very rare cases that the compensation amount exceeds $15, we will pay a maximum amount of $15.

 

Actions from couriers: 

  1. MUST report the new drop-off location to rider service team (live chat while on shift)  

    • Press on the headphone icon on the top right corner

    • Choose “Drop-off Issues” ,then click on “Wrong pin” 

    • Click on “Chat with agent”

      - Rider service team will validate and update the new drop-off pin in the system

      *Only the cases in which the customer writes the correct/new address in the customer-rider chat in the rider app, the rider service team will update the pin​

      *Only the cases in which the drop-off pin is updated by the rider service team will be considered​​

  2. Complete the delivery of the order to the new drop-off location adjusted by rider service

Payment frequency: Weekly, reflect in rider app Wallet on every Monday

Effective date: 01/12/2021

Distance Discrepancy (will be ceased soon)

Until we have a definitive product solution that calculates the distance component of the per-order payment more precisely (i.e. vehicle-specific drive-time), we proactively compensate with a flat fee for every order in which the difference between the distance calculated using the current metric and the road distance (i.e. road distance - current distance).

 

Rider/driver:

 

1) Difference is 1km-2km,  extra service fees HK$5;

2) Difference is 2km-3km, extra service fees HK$10;

3) Difference is >3km, extra service fees HK$20.

 

Walker/cyclist:

 

1) Difference is 0.5km-2km,  extra service fees HK$5;

2) Difference is 2km-3km, extra service fees HK$10;

3) Difference is >3km, extra service fees HK$20.  

Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Payment frequency: Daily, reflect in rider app Wallet every other day

Effective date: 14/03/2022 (will be ceased soon)

Canceled Same Vendor Stacked Order Adjustment 

It covers the situation when the first order of stacked orders from the same vendor is canceled by customer, the second order will be adjusted with a fixed amount at

  • $5 per order for walker/ cyclist

  • $10 per order for rider/ driver

Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Payment frequency: Weekly, reflect in rider app Wallet every Monday

Effective date: 01/07/2022

Victoria Peak Special Incentive (will be ceased soon)

Until the vehicle-specific drive-time map feature comes into service, we will also have weekly compensation for completed order that delivered to Victoria Peak

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Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Payment frequency: Weekly, reflect in rider app Wallet every Monday

Effective date: 01/07/2022 (will be ceased soon)

Compensation For Opposite Direction Same Vendor Stacked Order (will be ceased soon)

Due to the restriction of actual delivery distance calculation and order dispatching of our current system, some same vendor stacked order might encounter opposite drop off points issue, which may impact delivery efficiency and experience. While we are trying to fix the issue and until the vehicle-specific drive-time map feature comes into service, we have decided to compensate couriers who encounter these cases

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Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Payment frequency: Weekly, reflect in rider app Wallet every Monday (starting on 25/07/2022 for the first time)

Effective date: 01/07/2022 (will be ceased soon)

Fallback Value Adjustment

There is a system error that a small amount of orders cannot show the exact order service fee on the acceptance screen. If you see an order showing estimated earning is $5.55, it is a fallback amount, instead of the actual service fee. We will proactively recalculate and adjust service fee for all impacted cases weekly. The actual service fee will be paid back fully with the extra paid $5.55 fallback amount as compensation.

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Actions from couriers: ​​​

You may keep records of order details for future reference, but there is no need to create tickets for each specific event, since we will be analyzing each affected order proactively.

Steps to check the actual service fee after completing the order to keep records if necessary.

Step 1: Go to “Wallet” tab in rider app

Step 2: Look for the related order 

Step 3: See the actual service fee paid to your “Wallet”

- If you see the paid amount is $5.55, You may keep records of order details for future reference.

 

- If you see the paid amount is NOT $5.55, it means the service fee was adjusted with the correct amount and paid to your “Wallet” automatically by system.

Payment frequency: Weekly, reflect in rider app Wallet every Monday (starting on 08/08/2022 for orders impacted between 26/07/2022 & 06/08/2022)

Effective date: 26/07/2022