Couriers
Who provides these tools to couriers?
Couriers as independent contractors are responsible for their own tools and the cost of those tools.
What does DNU stand for?
Do not use.
Hold Time Accuracy (HTA) is GOOD, what does this mean?
The system will process reimbursement automatically when the Courier Hold Time meets the market’s settings.
When a chat is assigned to you, where do you find it?
Under Mine tab
Where can you copy the restaurant’s name?
The copy icon on top of the Partner Name
What motivates our couriers?
Be their own boss. That means couriers have full control over their schedule.
Extra incomes for their tuition, vacations, and purchases.
Why do they have DNU words?
DNU words are legal requirements.
DNU words are in place to prevent assumptions on employment status. Again, couriers are independent contractors.
Hold Time Accuracy is BAD, what does this mean?
The system will NOT process reimbursement when Courier Hold Time meets the market’s settings.
When do you set My Status as Invisible?
To block upcoming chats. During training and nesting, we will work on 1 or 2 chats at a time.
How can you tell if it is an ASAP order?
When ASAP is checked.
Do you think couriers must comply with a dress code?
No, they don’t. However, we have a Social Code that we recommend couriers wear appropriately while working with us. For example, couriers can wear shorts and a shirt or blouse to cover the top.
What terms do we use instead of wage, or salary?
We use the term earnings.
We refer couriers to view earning breakdowns in the Courier App.
Couriers will receive a weekly earnings statement.
When HTA is BAD, what do we need to check?
The Parked pin (blue) and the Collected pin (green).
We check how close they are to the restaurant’s pin (black).
What do we do if the courier stopped responding?
We wait for 2 minutes then we send them the appropriate ending macro and finish the chat.
Where do we cancel an order in other markets?
AU/IE/UK
Order Management tab
Who provides these tools to couriers?
Couriers as independent contractors are responsible for their own tools and the cost of those tools
Can we tell couriers “You work for Skip as a courier” or “You hired by Skip”?
No, couriers work with Skip as a courier.
“Work for” refers to employment status.
“Work with” refers to a business partnership.
After how many minutes at the restaurant are UK couriers eligible for the resto hold reimbursement?
In some zones, it’s 15 minutes. Other zones don’t offer resto reimbursement.
How many minutes do we have between responses?
2 minutes since the last courier’s message.
Where can we reimburse a live order in the Canadian market?
Order Issue tab
What if the courier ignores our dress code?
The customer might report the courier under Behavior Issues. Senior Specialists will contact couriers to coach them about the Social Code.
Can we tell a courier “You can find the bonus amount on your earning statement”?
No, the statement is correct if we replace “bonus” with “fee/incentives/subsidy” for legal purposes.
Courier Hold Time is -5, is it a glitch?
No, it means the courier arrived and collected the order 5 minutes earlier than the projected preparation time.
Where can I quickly verify the courier’s current location?
The Courier Map icon
What do we use to reimburse couriers in other markets (UK, IE, AU)?
Courier Reimbursement Form (CRF)