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熊猫骑手常见问题Driver FAQ
入驻前：
1. 成为骑手有什么要求？
答：您只需要一部智能手机和一种交通工具（若您不是步行送单），例如汽车、踏板车或摩托车。按照注册流程提示勾选相关协议，并提交相关信息进行背景审核。
2.上线时间是⾃由的吗？
答：作为自雇者，您的审核通过后，可以在我们地区开放接单时间内随时灵活地上线配送送单。为了方便运营即时给您派单，建议您提前在配送APP里预约好您的上线时间。另外，在用餐高峰时段单子多，您方便的话可以多在这期间上线送单，酬劳可能会更高。
3. 我需要有经验才能成为熊猫自雇骑手吗？
答：不！作为自雇骑手，您不需要任何先前的配送经验。您可以进入我们配送APP里的“骑手中心”阅读“司机端快速入门指南，自雇骑手温馨提示等”文件，里面有如何接送订单的图文教程和注意事项。如有需要，也可以人工给您讲解。
4. 一定要有骑手的帽子、衣服、保温箱等物品才能接单么？如何获取这些物品？
答：这些物品不是必须的。您作为自雇骑手，需要自己准备送餐所需要的装备，我们不提供相应装备 。当然，如果您选择与我们签订广告协议成为我们的广告商，并按照协议约定自愿穿戴我们提供的广告物料（帽子、衣服、保温箱等），我们将支付广告费给您。如果想要通过成为我们的广告商赚取额外的收入，请联系司管签订广告协议领取相关物料。
若你未与熊猫签署额外的广告推广协议，熊猫仍鼓励你自愿根据您自身需要申请使用相关物料，因为物料可以让商家和客人快速的找到您的位置，减少您在取餐和送餐过程中的等待时间，同时减少商家给错不同平台餐的几率。
5. 我没有身份, 没有工卡可以做吗？
答：不能，您需要有合法的工作身份证明，才能成为与我们公司合作的自雇送餐员。
6. 收入怎么算的？能够赚多少钱？
答：除当地法律法规特殊规定之外，您的合作服务费主要由基础配送服务费+ 客人给的全部小费+ 不定期的其他激励(例如恶劣天气激励、高峰时段激励等）具体激励活动以APP里的“我的活动”为准。具体赚多少是由很多因素决定的，例如你当周配送的单量和相关订单的类型等。
7. 什么时候能收到钱？需要报税吗？
答：您的服务费会转账到您提供的银行账号里，一周结算一次，每周六之前会收到上周一到周日的合作服务费总计（包括小费）。如有变动，以通知为准。若您在我司上一年度的服务费总收入达到600刀，在次年初会根据您入驻时填写的W9向您合法出 1099税表。
8. 是否可以拿现金？是否可以使用他人报税信息等？
答：我司结算方式只有银行转账这一种，不能直接给您结算现金。您作为我司平台的自雇骑手，注册信息务必为您的真实有效信息。
9. 怎么填写银行账号？
答：进入配送APP里的”银行卡信息”自行填写，务必核对好Account Number 和 Routing Number填写正确，这两个号码可以在您的银行支票上，或者您银行APP里查到。
10. 可以在不同的城市上线送单吗？
答：您可以在我们任何开通的城市上线，需与配送经理联系，申请更换配送城市。
11. 作为自雇骑手，平台提供什么类型的保险？
答：达到平台相关合规要求（包括不限于相关协议签署，背景调查审核等）的司机可在配送期间享有相应的人身保险 - Occupational Accident Insurance（仅针对注册司机本人）。因此，若您在配送期间发生交通意外，请及时联系我们当地的配送运营团队。我们的团队会及时为您申请保险提供相应的指引。请注意，若您没有及时联系我们的团队进行确认，而您自行申请错误的保险（例如worker’s compensation insurance），可能会导致您失去申请我们自雇骑手人身保险的资格。最后，作为自雇骑手，您应确保您始终持有法律要求的相关auto insurance。
入驻后：
1. 当我遇到问题时，我应该联系谁？
答：您可以在DeliveryPanda app中点击右上角的铃铛标志，联系"熊猫小伙伴"反馈您的问题。
2. 遇到商家出餐很慢怎么办？
答：您点击""商家未出餐""后, 我们建议您可以先送别的近单或继续等待5分钟左右，如无法再等待可以进入订单点击“遇到问题”选择“商家未出餐”申请撤单。
3. 商家点了已出餐，到店发现其实没有岀餐怎么办？
答：进入订单点击“遇到问题”选择“其他问题”并填写理由申请撤单，或直接在线/电话联系调度。
4. 在取餐时需要核对单号吗？
答：为避免不必要的损失，请您在取餐时务必认真核对单号的后6-8位数，并留意商家出餐和您拿餐是否齐全(有些订单餐品过多, 会分多个包装袋）。
5. 如在取餐时发现商品包装不完善怎么办？
答：我们建议您请委婉的告知商家为避免配送路上颠簸导致撒餐影响客人体验，麻烦他们二次包装下。如商家拒绝二次包装, 建议您请拍好照片并发给调度。
6. 配送过程中发现撒餐了怎么办?
答: 请先检查撒餐的轻重程度。如轻微的撒餐可继续安全的配送给客人,我们建议您送达后表达下歉意。如因商家包装问题导致严重的撒餐，在反馈给调度后可以尝试返回商家重新打包或出餐。如因个人配送问题导致的严重撒餐请联系人工调度处理。（请勿自行打开餐盒处理）
7. 当联系不上客⼈时，怎么办?
答: 您可将餐品放置在安全的地方，如客人家门口,大堂等位置。为了避免不必要的纠纷，我们建议您放好后可以拍照后通过app内客人联系方式发图片信息告知客人。 如联系不上客人也没有安全的放餐点，可直接联系人工调度。
8. 配送费迟迟没有收到怎么办?
答: 结算时间：每周六之前会收到上周一到周日的的配送费。请检查是否在结算时间内没有收到，如还有问题请联系司管。
9.“配送计划”是什么？如果我填了没法上线怎么办？
答：作为自雇骑手，您可以在任何时间自由上下线。“配送计划”是根据您自己实际情况酌情选择您预计可以上线接单的时间。若您无法按照您选择的时间上线，如果您方便，希望您也能提前告知我们。
10. 我对软件操作还不是很熟悉，有教程吗？
答: 您可以进入APP里的"骑手中心", 查看<司机端快速入门指南>。
11. 激励活动是什么？什么时候会有激励活动？
答：激励活动是额外给骑手激励的活动。例如恶劣天气激励、高峰时段激励等。具体激励明细以APP“我的活动”里显示为准。
Before you start:
1. What are the requirements to become a food delivery driver?
A: All you need is a smartphone and a vehicle (if you are not delivering orders on foot), such as a car, scooter or motorcycle. Please follow the registration instruction, including but not limited to, providing consent to relevant Independent Contractor Terms & Conditions and completing required criminal and/or DMV background checks.
2. Can I decide for myself when to log in and make deliveries?
A: As an independent contractor, after your registration is completed, you are free to decide when you want to log in to make deliveries for your registered area(s) at any time as you wish. Meanwhile, to improve the efficiency of our system of dispatching orders to you, we strongly suggest you book your anticipated availabilities in advance in the DeliveryPanda APP. In addition, there are a lot of orders during peak hours of dinning, so we recommend you to actively deliver more orders during these to earn extra service fees.
3. Do I need experience to become a Panda Driver?
A: No! As an independent contractor, you do not need any prior delivery experience. You can go to the "Driver Center" in our delivery app and read the relevant documents including "How to use the DeliveryPanda App", which contains detailed tutorials and instructions on how to use our app to make deliveries.
4. Do I need to use any HungryPanda driver's hat, clothes, thermal box and other items to take orders? How do I get these items?
A: These items are not required and are entirely optional and voluntary. As an independent contractor, you need to prepare your own equipment for food delivery. We do not provide the corresponding equipment. Of course, if you voluntarily choose to sign an advertising agreement with us to become our advertiser and voluntarily wear the advertising materials (hat, clothes, thermal box, etc.) provided by us as agreed in the advertising agreement, we will pay you advertising fees separately in accordance with our local advertising fees schedules. If you want to earn extra income by becoming our advertiser, please contact our local operation team to sign an advertising agreement to receive the relevant materials.
If you do not want to enter into an advertising agreement with HungryPanda, we still encourage you to use the relevant materials voluntarily as it would allow merchants and customers to identify you more efficiently, reducing your waiting time during pick-up and deliveries, as well as reducing the chances of merchants giving meals to wrong platforms.
5. Can we make deliveries for HungryPanda if I am not legally authorized to work in the United States?
A: No, you must be legally authorized to work in the United States in order to make deliveries for HungryPanda.
6. How much money I can make with HungryPanda and how is it calculated?
A: Your earnings as an independent contractor at HungryPanda is made up of three parts: base pay, 100% customer tips, and Promotions. Promotions give you extra money for certain deliveries at certain times, i.e., extreme weather or rush hours. The exact amount you earn is determined by many factors, such as the number and/or types of the orders you deliver during that week.
7. When will I receive the money? Do I need to file a tax return?
A: Your service fee will be transferred to the bank account provided by you and will be settled once a week. You will receive your total earnings, including base pay, 100% tips paid by our customers, and promotions (if any) your earned by making deliveries from the preceding Monday to Sunday by this Saturday. If there is any change to the payment schedule, you will give you timely notice and the notice shall prevail. If your earned $600 or more in the preceding year, a 1099 tax form will be issued to you, in accordance with the information you provided in your W- 9 form during your registration process, early the following year.
8. Is it possible to take cash? Is it possible to use other people's tax information, etc.?
A: We only provide bank transfer, we cannot provide direct cash settlement. As an independent contractor-delivery driver of our platform, please make sure your registration information is all true and up-to-date.
9. How do I fill in my bank account number?
A: Go to "Account" in the DeliveryPanda app and fill in the information yourself. Make sure to fill in the correct and accurate Account Number and Routing Number, which can be found on your bank check or in your Bank App.
10. Can I deliver order in different cities??
A: You may deliver orders in the any states/cities in which HugnryPanda operates, but we may need to manually switch the settings for you in our system. Because the service fees and delivery time may differ depending on your city, if you plan make deliveries in a different city, please contact your local operation team to ensure we update your settings timely.
11. As an independent contractor, what type of insurance does the Panda provide?
A: HungryPanda provides Occupational Accident Insurance to its independent contractor delivery contractors. Please note that in order to be qualified for the above insurance coverage, you must directly enter the Independent Contractor Agreement with HungryPanda and meet all requirements imposed by HungryPanda, including but not limited to, passing the criminal background check and the driver history check and comply with all HungryPanda policies. Drivers who meet the relevant requirements and get injured during the deliveries for HungryPanda maybe entitled to claim coverage under our Occupational Accident Insurance. Therefore, if you are involved in a traffic accident during deliveries for HungryPanda, please contact our local operation team as soon as possible. Our local operation team will provide you with the appropriate instructions to submit the claim to the aforementioned insurance in a timely manner if we determine that you may be entitled to such coverage. Please note that if you do not contact our team timely for verification and/or you apply for the wrong insurance (e.g. worker’s comp) on your own, you may lose your eligibility for our Occupational Accident Insurance. Finally, as an independent contractor, you should ensure that you always have the auto insurance required by law.
After you start:
1. Who should I contact when I have a problem?
A: You can contact Panda Online Services in the DeliveryPanda App by clicking the bell icon in the upper right corner.
2. What should I do the restaurant is delaying the preparation of the order?
A: You can first click “Order is not Ready”, we then suggest you may deliver another order (if any) that is closer to you or continue to wait for about 5 minutes; if you deem the waiting period is too long, you can also click "Help" then select "Food is not ready" to withdraw your acceptance of the order.
3. The order status shows food is ready for pick-up, but when I arrive at the restaurant, I find that the food is not ready, what should I do?
A: Click "Help”, then select "Others", and fill in the reason to cancel the order, or click "Online Help" or call our local operation team directly for assistance.
4. Do I need to check the order number when I pick up the order?
A: In order to avoid unnecessary losses, please check the last 6-8 digits of the order number carefully when you pick up the order, and please make sure the order you pick up is complete (some large orders may be divided into multiple bags).
5. What should I do if I find out that the food is not well packed when I pick up the order?
A: We suggest that you politely inform the restaurant about the situation and ask them if they can repack the order so we can avoid food spillage which would significantly affect their customers’ experience. If the restaurant refuses to repack the food, we suggest you take a photo and report the incident to Panda Online Service.
6. What should I do if an item spills during a delivery?
A: Please check the condition of the order first. If the items are unaffected by the spill, we recommend continuing with the delivery and you could also explain the situation and apologize to the customer upon your arrival. If there is a serious spillage due to the packaging problem, you can try to return to the restaurant to repack the order and re-deliver the order after providing feedback to the Panda Online Service. For serious spillage caused by the way you deliver, please contact the Panda Online Service immediately so they can inform the customer of what happened and also provide them assistance with the spilled items. (Please do not open the food containers)
7. How Do I Complete a Delivery if the Customer is Unavailable?
A: You can put the order in a safe place, such as at the customer’s door, lobby and other locations. In order to avoid unnecessary disputes, we suggest that you take pictures of the order and send pictures and/or messages to the customer within the App. If you still find the customer unavailable and cannot have a safe place to put the food, you can directly contact the Panda Online Service for further assistance.
8. What should I do if I haven't received the delivery income?
A: You will receive your delivery income as detailed in No. 7 above. If you believe you did not receive your earnings on time, please contact Panda Online Service.
9. What is the "Schedule Plan"? What if I can't go online as scheduled?
A: As an independent contractor-delivery driver, you are free to go online and offline at any time as you wish. The purpose of the "Schedule Plan" is help us predict your availabilities during the following and it is entirely voluntary and optional, you can enter your availabilities based on your own discretion and anticipation. If you are unable to go online at your chosen time, we would appreciate it if you would let us know in advance.
10. I am not familiar with using the DeliveryPanda. Is there any tutorial?
A: You can go to the "Driver Center" in the DeliveryPanda App and read “How to use the DeliveryPanda App”.
11. What is the Promotions? When will Promotions be available?
A: You may be entitled to additional Promotions in certain circumstances, i.e., extreme weather or rush hours. You can find more information about our Promotions in "My Activity" of DeliveryPanda App.