What are chat tags?

During your delivery you have the option to start a live chat if you need support. 

You can start a live chat by selecting “Need More Help?” while delivering an order and choosing the relevant chat tag. You will find all the chat tags available after you press “Need More Help?”. Once you select the relevant chat tag, the chat window will open to allow you to message the courier support team. 

How to use chat tags when you are ‘On your Way to the Restaurant’;

If you face issues when navigating to the restaurant, you will have following three chat options available to you;

• Trouble navigating: Choose this chat tag if you have GPS issues, cannot locate the restaurant or are unable to update your delivery status. If you are in slow traffic, you don’t have to contact support, as our system will automatically recognise this.

• Unable to pick up order: You should select this tag only if you want the order to be removed immediately when you are ‘On your Way to the Restaurant’.This may be due to reasons such as a sudden illness, a vehicle problem, a family/personal emergency, or if at any time during the delivery you don’t want to continue with the order.  If you choose this tag, we will remove your order right away when you are  ‘On your Way to the Restaurant’.

• Emergency/Safety Concern: Please use this chat tag if you have been directly involved in or have witnessed an accident during delivery such as a car accident, assault or robbery.

How to use chat tags when you are ‘Parked at the Restaurant’;

If you face issues when you arrive at the restaurant, you will have the following three chat options available to you;

• Order collection issue: Use this chat tag for issues such as not seeing the order, another courier picking it up, the restaurant being closed, or the customer collecting the order. Additionally, use it for reporting spills, poor packaging, oversized items. You can also use it if you have updated your status to Collected by mistake, or if you are unable to update your status after picking up the order.

• Unable to pick up order: Use this chat tag if you have accepted the order but have not yet collected the food and need the order removed due to reasons such as a sudden illness, a vehicle problem, or a family/personal emergency. Additionally, use it when the order is not ready or delayed by the restaurant and you want to remove it. If you are ‘Parked at the Restaurant’ and you choose this tag, we will not automatically remove the order until we clarify the reasons for order removal.

• Emergency/Safety Concern: Please use this chat tag if you have been directly involved in or have witnessed an accident during delivery such as a car accident, assault or robbery.

What has changed?

If you initiate a live chat with us while you are  ‘On your Way to the Restaurant’, and choose the ‘Unable to pick up order’ chat tag, we will now automatically remove the order as soon as you choose this tag. 

If you have any other issues with your order, but do not want the order removed, make sure to choose the other available tags.