Issues with the account
Glovo remains dedicated to delivering the utmost satisfaction to our couriers, partners, and customers. In order to uphold a just and equitable platform, there are occasions where intervention becomes necessary if any user fails to adhere to fair use principles. If your account is blocked, you will still have access to your account but will not be able to perform any actions. You can contact Support through the Courier app to unblock your account.
If your account gets disabled, you can no longer access the Courier App.
You will receive an email with a form where you can appeal the decision or explain the situation. Please fill out the form and clarify the situation. Your reasoning will be analyzed and you will be contacted by email with a decision.
We use 2 categories of reasons to determine whether to block an account, namely;
Quality: We monitor the level of service and performance provided by couriers.
Fraud: We check for deceptive and dishonest actions carried out with the intention to deceive or manipulate customers or restaurants for personal gain.
High Reassignment: Reassignment refers to transferring an order assigned to you to another courier. Reassigning an order increases its delivery time of that order and affects customer satisfaction.
High No-Shows & Late Unbookings: Frequently absenting from booked slots, either by unbooking late or not showing up at all, affects our ability to satisfy customers
Auto-Acceptance Off: Disabling the auto-acceptance button makes your account ineligible for new orders. This button should be used only when you need to attend other urgent tasks during a slot. Using it for extended periods is abuse and may lead to account blockage.
No GPS/Data: Turning Off Data/GPS during a slot makes your account ineligible for new orders. Doing so for extended periods is abuse and may lead to account blockage.
Glutton: Couriers must mark orders as delivered after successful delivery. If for emergency reasons, a courier is unable to deliver an order after pick-up, they must contact support through the app
Forced Cancellation: Couriers who exploit the goodwill of support agents by repeatedly claiming to be involved in accidents or victims of robberies purposely to retain the contents of the orders after pickup will be blocked.
Cash Unpaid Fraud: This is when a courier reports that the customer did not pay the order (and keeps the payment)
Fake Shipment Fraud: This is when couriers create shipment orders from customer accounts and manage to get the order assigned to themselves.
GPS Fraud: Frequently absenting from booked slots, either by unbooking late or not showing up at all, affects our ability to satisfy customers
Customer Absent Fraud: This is when a courier abusively cancels a high number of orders using the “customer absent” cancellation reason.
Reassignment after pickup Fraud: This is when a courier picks up an order and does not mark it as picked up and then reassigns it. This causes trouble as the next courier goes to the pickup point and then realizes the product has already been picked up
Issues with orders
Issues with the app
Issues with the account
Critical situation
Emergencies
Issues with the account
Glovo remains dedicated to delivering the utmost satisfaction to our couriers, partners, and customers. In order to uphold a just and equitable platform, there are occasions where intervention becomes necessary if any user fails to adhere to fair use principles. If your account is blocked, you will still have access to your account but will not be able to perform any actions. You can contact Support through the Courier app to unblock your account.
If your account gets disabled, you can no longer access the Courier App.
You will receive an email with a form where you can appeal the decision or explain the situation. Please fill out the form and clarify the situation. Your reasoning will be analyzed and you will be contacted by email with a decision.
We use 2 categories of reasons to determine whether to block an account, namely;
Quality: We monitor the level of service and performance provided by couriers.
Fraud: We check for deceptive and dishonest actions carried out with the intention to deceive or manipulate customers or restaurants for personal gain.
High Reassignment: Reassignment refers to transferring an order assigned to you to another courier. Reassigning an order increases its delivery time of that order and affects customer satisfaction.
High No-Shows & Late Unbookings: Frequently absenting from booked slots, either by unbooking late or not showing up at all, affects our ability to satisfy customers
Auto-Acceptance Off: Disabling the auto-acceptance button makes your account ineligible for new orders. This button should be used only when you need to attend other urgent tasks during a slot. Using it for extended periods is abuse and may lead to account blockage.
No GPS/Data: Turning Off Data/GPS during a slot makes your account ineligible for new orders. Doing so for extended periods is abuse and may lead to account blockage.
Glutton: Couriers must mark orders as delivered after successful delivery. If for emergency reasons, a courier is unable to deliver an order after pick-up, they must contact support through the app
Forced Cancellation: Couriers who exploit the goodwill of support agents by repeatedly claiming to be involved in accidents or victims of robberies purposely to retain the contents of the orders after pickup will be blocked.
Cash Unpaid Fraud: This is when a courier reports that the customer did not pay the order (and keeps the payment)
Fake Shipment Fraud: This is when couriers create shipment orders from customer accounts and manage to get the order assigned to themselves.
GPS Fraud: Frequently absenting from booked slots, either by unbooking late or not showing up at all, affects our ability to satisfy customers
Customer Absent Fraud: This is when a courier abusively cancels a high number of orders using the “customer absent” cancellation reason.
Reassignment after pickup Fraud: This is when a courier picks up an order and does not mark it as picked up and then reassigns it. This causes trouble as the next courier goes to the pickup point and then realizes the product has already been picked up