Blacklisting

If you are suspended multiple times due to the reasons mentioned above, this may potentially lead to you being blacklisted. (Permanently banned from being a foodpanda rider) Fraud cases are taken very seriously – riders will immediately be blacklisted if they are found to be fraudulent.

How can I improve?

Missing Item

  1. Ensure that you’ve picked up the correct order from the vendor.
  2. Before leaving the vendor, double check all the items in your order. Make sure the items stated on the receipt match the items inside the foodpanda paper bag. This step is essential because it will prevent missing item reports from the customer or concerns of potential vendor/rider fraud.

Acceptance Rate

  1. Ensure that your phone is not on vibrate/silent mode to avoid missing any order notifications
  2. Accept as many orders assigned to you as possible
  3. Book shift slots in which you know you can continuously deliver as efficiently as possible.

Time at Drop Off

  1. Click “delivered” after each successful delivery. A successful delivery means that you’ve dropped off the order at the doorstep of your customer and were able to see them pick it up while maintaining a safe distance.
  2. If you deliberately do not want to click on “delivered” because you do not want to receive another order, you can take a break in the Roadrunner application to avoid incoming orders
  3. Do NOT click “delivered” late for your last order just to make up for your “Actual vs Planned” criteria. We are able to track riders who do so and this is considered fraud.

Break Ratio

  1. Avoid putting yourself on break as much as possible.
  2. Breaks affect your Actual vs Planned hours which makes up 35% of your Batch Score. The higher your score, the quicker you can move up a batch. Riders with a higher batch are incentivized with higher service fees and can book their shifts first.

No Show

  1. Be online for the shifts you’ve booked.
  2. Plan your shift schedule well and do not take the shift if you are unable to work.
  3. Swap your shift in advance if you are unable to work so that other riders can take the shift and your performance will not be affected.
  4. No show affects your Actual vs Planned hours which makes up 35% of your Batch Score.
  5. A lower no-show means higher your score. Riders with a higher batch are incentivized with higher service fees and can book their shifts first.

Cancelled Order

  1. Click “delivered” after each successful delivery. A successful delivery means that you’ve dropped off the order at the doorstep of your customer and were able to see them pick it up while maintaining a safe distance.
  2. Do NOT click “delivered” late or cancel your last order just to make up for your “Actual vs Planned” criteria. We are able to track riders who do so and this is considered fraud.
    If you have trouble finding a customer, please contact the dispatcher and they will provide assistance.
  3. Do not take food ordered by customers / hijack orders from other riders
    Please be careful when you bring food, especially cakes, soups and drinks to avoid cancellation of order due to food spillage.

Late Log-In

  1. Create reminders on your phone about the shifts you’ve booked. It is always best to plan ahead!
  2. Have a structured weekly routine in order to stick to the shift booking slots you’ve booked.
  3. Be on time or early for your shifts. The sooner you’re online, the more orders you can fulfill during the day. More orders means higher service fees!

Order Click Through

  1. Click “delivered” after each successful delivery. A successful delivery means that you’ve dropped off the order at the doorstep of your customer and were able to see them pick it up while maintaining a safe distance.
  2. Do NOT click “delivered” early for your orders. We are able to track riders who do so and this is considered fraud.

Customer Never Received

  1. Click “delivered” after each successful delivery. A successful delivery means that you’ve dropped off the order at the doorstep of your customer and were able to see them pick it up while maintaining a safe distance.
  2. When close to or have reached the customer’s location, send a message to the customer in your Roadrunner application or call the customer to inform that you have arrived and also check if the location is correct.
  3. If you have trouble finding a customer, please contact the dispatcher and they will provide assistance.
  4. If the customer does not appear within the specified time, please follow the instructions from the dispatcher. If need to, place the food in a safe place (do NOT place on the floor) and take a picture of the food and send the picture to the dispatcher as proof of delivery
  5. Do NOT click “delivered” before the successful delivery as customers will receive notification that the order is delivered but did not receive the food. This may cause confusion and they might report that they never receive the order.
  6. Do not take food ordered by customers / hijack orders from other riders

Interactive Educational Course

You will find all the necessary information you need to be the best panda rider in our interactive course “How To Be a Good Rider” here: https://foodpanda.nivelat.com/users/sign_up
If you don’t have an account yet please sign up with your registered email address.

We monitor our Pandas closely to ensure that our fleet is as exceptional as ever. We will review your performance periodically, and riders who do not improve will be potentially suspended or blacklisted. Ride safe!