How it works
If a driver causes a restaurant to request a significant refund, they will be responsible for covering the cost of the refund. DeliverThat's deduction policies include a 50% charge of any refund over $40, totaling up to $100. The only exception is the Borrowed Equipment policy, which can include a charge of the full cost of the refund.
Reasons for Deduction
Process
Drivers will receive an email and text documenting the pending deduction
An email stating the final deduction notice will be delivered
Deductions are processed on Monday and Wednesdays for the previous pay periods.
- Monday - deliveries taken between Thursday-Sunday
- Wednesday - deliveries taken between Monday-Wednesday
Penalty
- Cost of the refund - maximum $100 penalty
- 30-day restrictive policy which only allows drivers to accept 3 or fewer deliveries
- Must complete 10 deliveries in 30 days without an incident to regain full access to deliveries
Removal from Platform
DeliverThat uses a 3 strike process for removal
- 1st incident: warning and potential deduction
- 2nd incident: restriction of access and potential deduction
- 3rd incident: removal from the platform
Comments
6 comments
I feel being at the pickup location early is okay, but being fine for having the meals not ready is another thing. I was at the restaurant 20 minutes early for a pickup and the order pickup was at 11:14 am which the restaurant opens at 11:00 am, so I've been told that the order wont be ready by the pickup time. As I waited for the order to be made, I finally loaded it up and I was already running behind due to the timing was off to pickup and drop off. I reached out to dispatch and the person who order the food to let them know that the order is still not ready and I am patiently waiting for the meals to be done. Once the order was ready, I started to deliver the food after loading up the order in my vehicle and reach my destination as soon as possible. So I feel there should be a more reasonable schedule for the order to be ready and not to deduct my current delivery especially for my first time working for this team. So please hear me out on this task and just giving you my honest words about my delivery experience in person.
Hi Corey, thank you for your comment. At DeliverThat, we actually do pay for your wait time at the restaurant. We pay $5 for every 15 minutes you wait past the pickup time listed. All you would need to do is contact support and let them know when your wait has started and when you leave the restaurant. This would not reflect negatively in any way on your account with DeliverThat. This is actually a very common occurrence on our platform
I was fined for a no show and delivery was complete. Had gotten signature at restaurant and pic of drop. I've told them this several times and no corrections made.
Hey Walter, thanks for reaching out. We will follow up with driver relations to find a resolution for you
Why is this the only place that takes earned money away?? The really frustrating part is you trust drivers to deliver food to customers during a pandemic but there's no trust they had an extenuating circumstance or event that resulted in being late or canceling without proof!?!?
Hey Michael, we have full trust in our drivers and understand more than most that accidents/things out of your control can happen. The only thing we ask on our end is to be made aware as soon as possible so we can find a solution for our partners and their customers. We do have to file tickets on our end to follow the policies we have in place, but when you receive the email regarding that ticket, you are able to respond directly to that and explain what happened on your end. In no way do we want or look to take money away from the drivers on our platform but should we have to refund a partner or customer for the issue, we do find resolution through these policies.
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