To protect our couriers in any cases of dispute and to better improve our customer experience, we have rolled out a new feature to ensure that an order is actually delivered to the customer before you click the “dropped off” button. 

 

From 01/02/2021 onwards, couriers will have to take a photo of the order at the drop-off location as a proof of delivery. A few reminders:

 

  1. You cannot upload photos from your album. The photo must be taken on the spot.

  2. The uploaded photo must clearly show the order at the drop-off location, for example, the order and the unit number.

  3. In case you have handed out the order, you can take a picture of the location with identifiable elements.

  • A picture of the order being placed at the customer’s designated location, with 1) clear order code and 2) unit number of the customer

  • Blank pictures  

  • Blurry pictures 

  • Holding the order on a random street

  • Other unidentifiable scenarios 


If the customer clearly objects to taking the photo, please stop taking the photo and reach out to the Rider Service Team.

 

In addition, if we receive any customer complaints regarding invasion of privacy beyond our instructions, e.g. taking pictures of the inside of a customer’s unit/their face/or other personal information, we will take the strictest action.

Please follow the step by step guide in Roadrunner to successfully upload proof of delivery and confirm drop off.

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Frequently asked questions 常見問題

English

Why do I need to do this step?


Uploading proof of delivery is to validate order completion. This will help protect you from any disputes, improve our customer satisfaction and overall business performance.




Will I need to upload the proof of delivery for every order?


Not at the moment. Only orders from selected vendors will require proof of delivery. Please refer to Step 1 in the “delivery flow” to see whether proof of delivery is required.




What will be the consequences if my proof of delivery is considered invalid?


Any invalid proof of delivery uploaded will be evaluated case by case, and may be considered as a compliance issue if proven to be fake. Furthermore, we may conduct disciplinary actions including but not limited to account suspension.





中文

我為甚麼要做這個步驟?


上傳送遞證明有助核對你已完成正確送遞訂單,保障各位送遞員、改善顧客滿意度及整體營運表現。




我需要在每次送遞上傳送遞證明嗎?


暫時不需要。只有在送遞個別訂單時需要上傳送遞證明,請參考「送遞流程」的第一步,以了解如何分辨相關訂單。




上傳無效的送遞證明會有什麽後果?


如發現有無效的送遞證明,我們會按個案評估,如有需要,我們會嚴肅跟進,包括封鎖帳戶等。