Deliveries
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What do I need on me while delivering?
First of all, you need a functioning bike that complies with the legal road traffic regulations.
💡You can find out whether your bike is roadworthy here!
You also need an intact smartphone with the Rider app installed!
💡It is best to check whether the Rider app is up to date and you are logged in before the start of the slot.
Check the weather and wear the proper clothing. We have the right equipment for all weather conditions!
💡It certainly doesn't hurt to put on an extra layer in winter or have sunglasses & sunscreen with you in summer.
You are obliged to wear a helmet!
💡Always remember to put it on before you start your slot. Not wearing it while riding can have severe consequences.
Bring enough water and snacks with you.
💡This is very important, especially if you are on the road for a long time.
A fully charged power bank is also very helpful.
💡If your phone battery runs out, you can charge your phone on the go!
It is also best to bring a repair kit with you.
💡A pump, a multi-tool and an inner tube are useful for fixing a flat tire.
You can find all the information about foodora equipment here!
Where can I start my slots?
To start your slot, you must be located in the correct starting zone of your city.
ATTENTION VIENNA: There are 2 starting zones in Vienna - one in the city centre (around the 1st district) and one above the Danube (Transdanubia, 21st & 22nd district). You must also bear this in mind when booking slots!
💡If you have problems with starting your slot or going online, take a look here!
When can I start my slots?
It's best to be in the starting zone 10 minutes before the start of your slot.
This will help you to be on time and receive your first order quickly.
💡Going online too late can have a negative impact on your batch. Therefore, always make sure to be there on time.
Why do I get no orders for a longer time at the beginning of my slot?
Sometimes you can start and deliver orders 30 minutes before the slot starts.
However, this is only possible if a particularly large number of orders are being placed.
If the demand is not so high, you will not receive any orders in the 30 minutes before the slot starts.
Please log out and log in again shortly or exactly when your slot starts, so that the system can find you at the start of the slot.
What to do if I have technical issues with the rider app?
If you have technical problems with the rider app, please follow the steps below:
Check whether your internet connection is stable.
Make sure whether you have enough battery. With less than 30%, many models go in low battery mode and the GPS will stop working.
Accept the conditions and allow the app to access the GPS
Make sure that you always install the latest updates. Do not ignore these notifications and check the current version of your app if necessary.
Once everything has been checked, only the following will help:
Switch your GPS off and on again and log into the Rider app again.
Log out, restart your mobile phone and log in again.
Uninstall the Rider app, restart your mobile phone and reinstall the app.
💡If nothing solves the problem, please contact Rider Support via ticket!
What does the auto-accept button do for me?
The higher your acceptance rate, the more orders you can deliver per hour.
This in turn has a positive effect on your earnings.
We recommend that you activate the auto-accept button so that every new order you receive is automatically accepted.
💡Please note, however, that you must be in the open app for the auto-accept button to actually work.
If your acceptance rate is lower than 70%, you will receive a notification from us.
Not accepting orders can lead to longer delivery times and delays.
We want to avoid this to guarantee our customers the best possible experience with foodora!
💡If there are reasons why you cannot accept an order, please contact the dispatch team and describe the situation.
How does the extend-shift button work?
In addition to the "Auto-Accept" button, there is also the "Extend-Shift" button.
This allows you to extend your current slot if you wish.
However, you will only see this function if we are expecting a particularly large number of orders!
💡Please note: Extending your slot has neither a positive nor a negative effect on your batch.
How to make sure that I picked up the correct order?
Each order is marked with an individual order code.
This consists of the Vendor-ID (which remains the same for the same restaurant) and the Order-ID (which varies for each order).
You can see the order code in your Rider app:
When collecting, compare this with the order code on the bag or invoice.
Sometimes orders consist of several bags/packages.
So always check all orders orders waiting to be picked up in the pick-up area.
💡If you are unsure, ask the restaurant which items belong to your delivery.
What can I do if a restaurant treats me badly?
As a Rider, you represent foodora and are largely responsible for positive interactions.
The restaurants are also responsible for this by treating you with respect and providing access to hygiene facilities and drinking water.
If you notice that a restaurant is not fulfilling this responsibility, use the rating system in the Rider app or contact your logistics team directly using this form. Processing may take a few weeks.
For acute concerns: If an employee makes racist, sexist or condescending comments, leave the restaurant and contact the dispatcher to describe the situation.
How do foodora market orders work?
When picking up foodora market orders, you will see a large screen with all the information about the various orders when you enter the respective market. Here you should check whether the order is "Ready for Pick-up" or still "In Preparation".
Pick-up takes place independently from the designated compartment, make sure to pick-up the correct bags according to the instructions. There may also be several bags! Of course, we take care of your health, so you will not receive orders that weigh more than 7.5 kilograms.
💡If your order is still over the weight limit or simply too heavy for your well-being, please write to the dispatcher.
If you have any queries or questions, the foodora market team is available on site.
Where can I find the pick-up time and when can I re-dispatch orders?
You can see the exact pick-up time after you have accepted the order in the top right-hand corner of the rider app.
If you are at the restaurant earlier, you will have to wait until the order is ready.
If the pick-up time has already passed and the restaurant is not yet ready, you will have to wait at least 8 more minutes at the restaurant.
After these 8 minutes, you can voluntarily opt for a re-dispatch. Please contact the dispatch team, they will assist you.
You get paid €1 + kilometre allowance for each re-dispatch.
💡Please note that only one re-dispatch is possible per hour and that each order can only be re-dispatched once.
What to do if I cannot find or reach the customer?
If you have difficulty finding the entrance to the house or the door of the customer, please follow these 5 steps:
1. Check, with your own eyes, that you are at the correct address (postcodes, house number, stairs, door etc.)
2. Check the rider notes and whether the customer has left you instructions.
3. Use the customer chat in the Rider app and text the customer that you are having difficulty finding them
4. Try calling the customer on your phone via the Rider app
5. Contact the dispatch team via the Rider app if all previous steps have not helped.
NEVER CONFIRM THE DELIVERY YOURSELF!
💡You can find out how the Dispatch team can help you and what happens with the goods in this guide.
How to act when a customer complains to me?
If a customer is upset, for example because the order was delivered too late, apologise to the customer, even if it's not your fault.
These situations are unpleasant and can best be resolved if you remain calm and professional. Don't get involved in discussions and always respond objectively. Be sure to refer to customer support, which customers can contact if they have any problems.
⚠️However, if a customer reacts with racist, sexist or patronising comments, leave the customer's premises and contact the dispatcher to describe the situation. We do not tolerate statements of this kind and will always fully support you as a rider in these situations.
What happens in case of order cancellation?
There are various reasons as to why orders are cancelled. You can find out how and for which cancelled orders you will be refunded here.
Be sure to stay in contact with our dispatch team for cancelled orders and follow their instructions exactly.
⚠️Please do not simply confirm the delivery yourself, as our dispatch team will change the order status to "cancelled" in the background.
After the order has been cancelled, you can continue with your next order.
💡If the order has to be cancelled because you can't find the customer, this guide will also help you.
What happens if an order gets damaged or spilled?
It is important that you store the order in your backpack in such a way that the food cannot leak out. As soon as you have picked up the order from the restaurant, the order must remain in your backpack. Do not open it again until you reach the customer.
If the order is visibly damaged or has leaked, be sure to write to the Dispatch team and send them a photo.
Apologise to the customer and refer them to customer service in the foodora app, where they can ask for a refund.
Our thermal bags keep the food properly warm or cold. Make sure that hot and cold food is always kept separate in your backpack. Get creative and utilise the full potential of your backpack. Except for pizza - you should put it horizontally in your backpack!
💡The restaurant is also responsible for packing the food properly. If a restaurant does not fulfil this responsibility, use this form to let us know and we will get in touch with the restaurant!
How do contactless deliveries work?
Place the order in front of the door and walk back 2 metres.
Wait until the customer opens the door and picks up the order.
As soon as you are sure that the customer has taken the order, you can confirm the delivery!
💡Please note: Contactless delivery does not mean having no contact with the customer at all. It means keeping a safe distance.
Always wait and make sure that the customer receives the order.
How do alcohol deliveries work?
Alcohol may only be delivered to customers who are over the age of 18 years. If you have any concerns about whether the customer is already 18 years old when delivering alcohol, politely ask to see their ID.
If the customer is under the age of 18, politely point out that alcohol may only be served to customers over the age of 18, keep the goods and contact the dispatcher. Follow the instructions of the dispatcher and return the goods to the restaurant.
What do do if I have an issue with my gear or equipment during my slots?
If you have problems with your equipment, please follow these steps:
Go to Pause in the Rider App
Repair your tire or equipment
Continue delivering as soon as you have fixed the problem.
Write us a ticket and we will correct your break so that there are no consequences for your batch.
💡If you can't fix the problem yourself, come to the Rider Station!