Issues with orders
Moving to an area in the city with more restaurants and stores can help. Bear in mind that specially around popular restaurants or food chains you will probably increase your chances to be offered with an order. Are you low on battery? You might want to make a pitstop to charge your phone to increase your chances of orders.
We’re sorry to hear that you’ve had an issue with the partner. If you arrived at the pick-up point and the partner had very long waiting times, did not have their tablet turned on or was rude to you, we encourage you to share your experience with us. Please fill out the form above. A team member will get back at you as soon as possible.
If you have been assigned an order and it has been cancelled by a customer or partner, there’s a policy in place to guide you through the process. This helps you understand how much earnings you will get for cancelled orders from customers or partners.
Full payment: you have picked up the order and are in the delivery area (i.e. you have travelled at least 75% of the KM to the customer’s address).
Payment of the basic cancellation fee (customer): you have collected the order and are not yet in the delivery area (i.e. you have not yet driven at least 75% of the kilometres to the customer’s address).
Payment of the basic cancellation fee (partner): you have not yet collected the order but are on your way to the partner (i.e. you have driven at least 75% of the KM to the partner address)
No payment: you have not yet collected the order and you are not on your way to the partner (i.e. you have not driven at least 75% of the KM to the partner’s address).
If one of your orders gets canceled after you have already picked it up, a cancellation notification will appear on your screen: this means that the order should be returned within 24 hours of the cancelation.
The vendor or restaurant will not receive canceled orders, only the return points will.
What cities require the order to be returned? Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, Ukunda. If your city doesn’t appear in this list, go to point number 5.
What happens if I do not return the order? If the return isn’t completed within 24 hours, you will be charged for the value of the order via the cash balance in your Glovo Rider app’s Wallet.
Will I get paid to return the order? Yes! You will receive a compensation once it is confirmed that the order has been recovered. This compensation will be added via the cash balance in your Glovo Rider app’s Wallet.
My city does not have a return point. If you have checked all of the information provided above and find that your city does not have a return point, you can keep the canceled order for yourself and will not be charged for its amount. Please make sure to carefully review the cities and addresses before keeping the order. If your city has a return point and you fail to take the canceled order there within 24 hours, the app will automatically charge you for its amount.
If you marked an order as ” delivered ” and it has never been dropped off, it is considered fraud. The system detects that it was either stolen, you didn’t reach the drop off point or never picked it up from the partner. As a consequence, you’ll be charged for the amount that the customer receives as compensation.
The amount compensated to the customer will be deducted automatically in the next payment period.
If you are suspected of having untruthfully marked the order as “delivered”, you will receive an email from us. You will see details on the order number and the date. It’ll give you information about the amount that you’ll be charged.
We strive to discover the fraud as accurately as possible. However, if you do not agree with the actions, you have the option to appeal. You will receive an email with a form that you can fill out. After submitting the complaint, the team will review it and get back to you.
Issues with orders
Issues with the app
Issues with the account
Critical situation
Emergencies
Issues with orders
Moving to an area in the city with more restaurants and stores can help. Bear in mind that specially around popular restaurants or food chains you will probably increase your chances to be offered with an order. Are you low on battery? You might want to make a pitstop to charge your phone to increase your chances of orders.
We’re sorry to hear that you’ve had an issue with the partner. If you arrived at the pick-up point and the partner had very long waiting times, did not have their tablet turned on or was rude to you, we encourage you to share your experience with us. Please fill out the form above. A team member will get back at you as soon as possible.
If you have been assigned an order and it has been cancelled by a customer or partner, there’s a policy in place to guide you through the process. This helps you understand how much earnings you will get for cancelled orders from customers or partners.
Full payment: you have picked up the order and are in the delivery area (i.e. you have travelled at least 75% of the KM to the customer’s address).
Payment of the basic cancellation fee (customer): you have collected the order and are not yet in the delivery area (i.e. you have not yet driven at least 75% of the kilometres to the customer’s address).
Payment of the basic cancellation fee (partner): you have not yet collected the order but are on your way to the partner (i.e. you have driven at least 75% of the KM to the partner address)
No payment: you have not yet collected the order and you are not on your way to the partner (i.e. you have not driven at least 75% of the KM to the partner’s address).
If one of your orders gets canceled after you have already picked it up, a cancellation notification will appear on your screen: this means that the order should be returned within 24 hours of the cancelation.
The vendor or restaurant will not receive canceled orders, only the return points will.
What cities require the order to be returned? Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, Ukunda. If your city doesn’t appear in this list, go to point number 5.
What happens if I do not return the order? If the return isn’t completed within 24 hours, you will be charged for the value of the order via the cash balance in your Glovo Rider app’s Wallet.
Will I get paid to return the order? Yes! You will receive a compensation once it is confirmed that the order has been recovered. This compensation will be added via the cash balance in your Glovo Rider app’s Wallet.
My city does not have a return point. If you have checked all of the information provided above and find that your city does not have a return point, you can keep the canceled order for yourself and will not be charged for its amount. Please make sure to carefully review the cities and addresses before keeping the order. If your city has a return point and you fail to take the canceled order there within 24 hours, the app will automatically charge you for its amount.
If you marked an order as ” delivered ” and it has never been dropped off, it is considered fraud. The system detects that it was either stolen, you didn’t reach the drop off point or never picked it up from the partner. As a consequence, you’ll be charged for the amount that the customer receives as compensation.
The amount compensated to the customer will be deducted automatically in the next payment period.
If you are suspected of having untruthfully marked the order as “delivered”, you will receive an email from us. You will see details on the order number and the date. It’ll give you information about the amount that you’ll be charged.
We strive to discover the fraud as accurately as possible. However, if you do not agree with the actions, you have the option to appeal. You will receive an email with a form that you can fill out. After submitting the complaint, the team will review it and get back to you.