In this article, we will review the following:
- Defining the deduction policy
- Scenarios and policy list
- Deduction notification process
- Potential penalties
- What to do if you have a pending deduction
- Related Articles
Deduction Policy Defined:
DeliverThat's deduction policies include a 50% charge of any refund over $40, with a maximum deduction of $100. (The only exception is the Borrowed Equipment from restaurants, which can include a charge of the total cost of the refund.)
Scenarios and list of policies:
If a driver causes a restaurant to request a significant refund, our team will investigate the situation in depth. If a driver is found at fault, they will be responsible for covering a portion of the refund. Click here for a full list of policies and incident types that may result in refunds and deductions.
Deduction notification process
Drivers will receive an email and text documenting the pending deduction and stating the final amount.
Deductions are processed on Mondays and Wednesdays for the previous pay periods.
- Monday - deliveries took between Thursday-Sunday
- Wednesday - deliveries took between Monday-Wednesday
Potential penalties for causing a refund:
- Deduction for 50% 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
- Suspension from the DeliverThat platform
- Removal from the DeliverThat platform for egregious or repeat offenses
What to do if you have a pending deduction or violation:
We understand life happens, and factors outside of your control can impact your ability to complete a delivery. Should you have a scenario where this occurs, please make sure you document your situation. When you receive your email for your pending deduction, you can respond to us immediately with your reasons why this happened and the documentation.
If you have deductions processing that you believe are unwarranted, please email firstname.lastname@example.org within 24 hours of receiving your notice.
Driver Incidents & Policies Defined
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.
What are the policies around excepted offers being recalled?
As the contractor, you must ensure the routes you have accepted align correctly and can be done at the times listed. We reserve the right to preserve any delivery based on poor logistics, routing, or timing. There should always be clear communication when a delivery is removed, though. You will receive an automated "Bad Route" text if you have a route that needs to be addressed, and from there, you would receive an additional text if our in-house team has to go ahead and remove what could not be done. We also pay out for any delivery that is canceled by our partner under 2 hours to the pickup time listed, of which you would be notified through text as well.
I specifically accepted 3 offers from me that were not, under any of the restrictions mentioned a few days ago.
I would suggest calling the hotline, 3156303330, or emailing email@example.com. I personally am unsure what restrictions you are referring to or what occurred a few days ago.
Well I made you guys aware of my situation as soon as I got ready to leave to do the order, I cannot help that with the weather change in the middle of the night my tires could go flat and I contacted you guys with this information as soon as I was made aware of it and I still was penalized because of it and now you guys want me to keep taking a test that we are supposed to have all of the answers but the articles are all over the place and do not give us direct access to the right answers for each question. Please make changes within your app and also within your policies you guys say that you understand that some things are out of our hands and yet you still penalize us for every issue and look for results and being that I’am disabled and cannot change tires on my own and have other disabilities that are out of my control we all look for a little leniency and understanding in some cases, we understand that this is a business and things have to be ran as such but we are only human and our vehicles are also made by humans which means everything has failures my truck is a 2019 I got this truck for this reason but I cannot control what goes wrong with it on day to day issues all we are asking is that you guys uphold your integrity part of the job as well and not to penalize us for things that are out of our control.
I accepted an order 2 days ago, to be delivered on the 21st of March 2023. An unexpected emergency came up which is 30 minutes before my pickup delivery commence, should i drop the order for it to be reassigned to another driver in my locality.?
Hello, I haven’t had any orders yet, it’s been a week. Any words of wisdom, things I should know or will encounter?
The same thing happened to me, because of where I live my phone is always showing that I’am offline or they are not able to see my ETA because of the rural area I live in and I’am always getting penalized for it and the last time I did a delivery. I went all the way to the store and they told me that the order had been cancelled by the customer when it probably was picked up by another driver. When I contacted dispatch I was told I would be compensated for my drive and time and still get paid for the delivery, but that was not the case. I find my account was drafted for a $50 payment for something that was not even my fault and this has happened on several occasions, is this right for a job that we never got paid for in the first place I cannot help my phone went offline and did not show my ETA. And, this caused my account to be in the negative on several occasions. This policy has to change or we all will go broke. Now, my tire went flat it was also my fault, I’m guessing, as well, which now, they are now making me take a test over and over again I don’t see anything in the article that explains to me why, or what are the reasons your account can be suspended. “Idus.” And now that I see other employees asking and saying the same thing about the same question then that means something needs to change on the platform. IJS.
Hey, Mary Braddock It seems that there is an issue with a violation you received. We would be happy to discuss this issue in detail with you. Please feel free to give us a call during business hours. Have a great day!
Please sign in to leave a comment.