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 service guidelines very seriously.
Please find below some of the service guidelines that you have to follow. However, the list is not exhaustive and we monitor and will take actions against any kind of non-compliant behaviour.
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If we identify any other inappropriate or dishonest behaviours, they will also be considered as violations of service guidelines and actions will be taken accordingly. These will include but not be limited to account suspension or termination.
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.
You should make sure that the order has the receipt with the correct order code attached, 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".
Not using thermal bag
Employed couriers must use foodpanda branded thermal bags while self-employed couriers should always use a quality thermal bag during delivery for hygiene and safety reasons.
Delaying order completion intentionally
If you do not want to receive another order for some emergency matters, you can take a break by using the “on-demand break” function in Roadrunner to avoid incoming orders.
You should follow instructions provided by the vendor staff within the premises, maintain good behaviour and attitude, show respect during interactions with every stakeholder.
Delayed COD replayment
You should return COD money before your Roadrunner account is automatically suspended by the system. Please find more details on this page: COD Submission.
Not following road safety guidelines
You should always follow road safety guideline. Please click the page for more details.
Provide misleading information
You should provide factual information to Operations Team, Rider Service Team, vendor staff and customers at all times.
Customer privacy invasion
Customers’ contact should be used for delivery purposes only. If you need to text the customer, the only acceptable channel is the Rider Customer chat available in Roadrunner.
No show (swap shifts)
You must enable accurate GPS function throughout your shifts and make sure your phone is connected to the internet for smoother delivery.
Proof of delivery
Always provide valid Proof of delivery as instructed.
Make sure the orders are packed safely before leaving the vendor and handle them carefully, especially orders with drinks or soups.
Sharing the account with third parties
Only the registered account holder should operate the account at all times.