Self-Redispatch

We are proud to present another new feature in our rider app!

 

After accepting an order and before picking it up, if you find the need to re-dispatch the order, you are able to do it on your own now, instead of reaching out to the Rider Service Team.

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How to redispatch an order during shift in rider app?

 

​From 11 August 2021, we have moved the break request button to every relevant category inside our Self-service Tool. Check out the page to see how you could access to this function! 

Thanks to this new amazing feature, from now on you should not contact the Rider Service Team in order to reassign an order before picking up.

 

In particular, some of the situations now you should use the self-redispatch function, including but not limited to:

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  1. Distance too long;

  2. Bad weather;

  3. Bike issue;

  4. Break request;

  5. Vendor late preparation only if you wish to re-dispatch the order (Simply use the "update vendor delay" function if you just want to inform the Team of the delay) - refer to the screenshot below

Frequently Asked Questions 常見問題

English

Can I re-dispatch any order?

Yes, but only before picking up an order. However, please be reminded that Acceptance Rate will also be calculated in your scoring. For details, you can visit the " Score based scheduling model" page.



Can I re-dispatch an order after picking it up?

No. After you pick up an order, it is your responsibility to deliver as swiftly as possible to ensure the best possible experience for our customers. In exceptional situations where there is a clear reason not to proceed with the delivery after having picked up the order, the Rider Service Team can help you.



How will re-dispatching an order affect me?

Redispatching an order will be considered the same way as declining it. Thus, it will affect your acceptance rate.



Can I get an order back if I re-dispatched it by mistake or I change my mind?

No, as the order will be automatically assigned to another available courier, there is no option to get it back once you have chosen to re-dispatch it.



What happens if I have stacked orders assigned?

If you have two orders assigned and have not picked up either of them, re-dispatching one will also cause the other to be redispatched. If you have two orders assigned and you have picked up the first order, you cannot re-dispatch this one anymore, but will still be able to re-dispatch the second order before picking it up, and the first one will still be yours to deliver.



Can employed couriers also enjoy this feature?

We expect full compliance from our employed couriers and therefore they are required to always deliver the orders assigned to them. We would like to give our self-employed couriers as much flexibility as possible. Therefore, this new feature is only available for self-employed couriers.



Can I use this function with the situation of vendors closed?

If an order is needed to be cancelled due to vendor closed, you should inform the Rider Service Team and your Acceptance Rate would not be affected. On the contrary, please note that your Acceptance Rate will be deducted if you use the self-redispatch function instead of notifying the Team for order cancellation.



中文

我可以自行轉走任何訂單嗎？

可以，但只限於提取訂單之前。可是，注意接單率仍是其中一個評分因素。有關詳情，請查看「評分編更模式」。



在提取訂單後，我可以轉走訂單嗎？

不可以。當你在提取訂單後，你有責任盡快送遞該訂單，務求為顧客提供最好的外賣體驗。在個別情況下，如你有明確原因在提取訂單後而未能繼續送遞，請即刻聯絡送遞員服務部。



如我因不小心或改變主意而轉走訂單，我可以再次送遞該訂單嗎？

不可以，一旦你轉走該訂單，系統會自動委派該訂單給其他送遞員，故你未能再次送遞該訂單。



孖單情況下，自行轉單功能如何運作？

如你有孖單但 未有提取任何一張訂單，轉走任何一張訂單都會轉走另一張訂單。 如你有孖單但你 已提取第一張訂單，則不能轉走第一張訂單，但你仍可在提取第二張訂單前轉走第二張訂單，而你仍需繼續送遞第一張訂單。



自行轉單功能對我有甚麼影響？

自行轉單與拒絕訂單一樣。所以，自行轉單會影響你的接單率。



受僱送遞員可以使用這功能嗎？

受僱送遞員有責任送遞任何獲派訂單。 我們希望給予自僱送遞員更多彈性，所以，此新功能只適用於自僱送遞員。



在商店已關門的情況下，我可以使用這個功能嗎？

如訂單因為商店關門而需要被取消，你需要通知送遞員服務部，你的接單率並不會受影響。 相反，如你在這個情況下使用自行轉單功能，而未有通知送遞員服務部取訂訂單，你的接單率將會下降。