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:
You cannot upload photos from your album. The photo must be taken on the spot.
The uploaded photo must clearly show the order at the drop-off location, for example, the order and the unit number.
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
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.
Frequently asked questions 常見問題
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.