Following your feedback, we’ve worked towards improving your support experience. This is why we’ve updated the support section of the app. You’ll find it easier to select the suitable contact option that fits your issue.
What’s new?
We’ve simplified the support overview by slimming down the list of options you can choose from. Don’t worry, you can still find an answer for every issue. In fact, you’ll see them organized into clearer categories.
If you go to Profile > Support, you will notice:
– simple, straightforward way to select suitable contact reason
– clearer language
– more intuitive selection
This makes it easier for you to find the right reason to contact us.
How do I find the right contact reason?
Let us walk you through the contact reasons:
Option 1: You have an ongoing order
1. Accidents and offences
Select this if you’ve had an accident or offence while delivering in order.
Accident: You’ve had an accident while handling an ongoing order
Broken vehicle: Your vehicle is damaged and you can no longer deliver orders
Report bad behavior: You want to report bad behavior or a offence by an agent, partner, customer or another courier
Report illegal activities: You suspect a possible fraudster and/or they may be trying to send/purchase illegal items
2. Reassign order
If you cannot handle the order, you can ask it to be reassigned.
3. Report bad weather
Is it raining or snowing? You can report bad weather here.
4. Issues at pick-up
If you’re facing issues at the pick-up of the order, you can select what fits you best.
Issues with pick-up address: You have a problem with the address of the partner
Payment issues at pick-up: You have a problem with the payments
The order is too big: You cannot handle the order due to it’s big size (volume/weight) and need help
Another courier picked up the order: Another courier took your order or you are waiting for the same order.
Product is not available: The store doesn’t have all the products of the order
Order not received by store: The partner has problems with their device or the partner does not receive orders on their device.
Store won’t prepare the order: The store does not want to prepare the order or cannot prepare orders due to their own technical issues (electrical problems, kitchen problems, internet problems…)
Long waiting time at pick-up: There is a long wait at the store (preparation time, long queue)
Store is unavailable or closed: The pick up point is closed or there is no one there to hand you the order.
5. Issues at drop-off
If you’re having problems at the drop-off point of the order, please choose what best describes your issue.
Issues with drop-off address: You have a problem with the address of the customer.
Payment issues at drop-off: You have issues related to the payments at the customer.
Customer is absent: The customer is not there or is not answering.
Customer refused the order: The customer does not want to receive the order.
Order is damaged: The order was damaged before the delivery.
App issues: You have issues about not receiving orders or the app not working.
Can’t see order details: You are unable to see the order details in the app.
Can’t finalize the order: You cannot mark the order as finished.
Can’t upload the receipt: You cannot upload the purchase.
6. Can’t return the order
You can select this if you cannot return the cancelled order.
Option 2: You have a problem apart from an order
1. Accidents and offences
If you’ve had an accident or faced offences, please select this.
Report bad behavior: You want to report bad behavior or a offence by an agent, partner, customer or another courier
Report illegal activities: You suspect a possible fraudster and/or they may be trying to send/purchase illegal items
2. Delivery
If you need help related to your deliveries or profile.
Update profile: You want to update some of the information on your profile
Remove slots: You want to remove slots or inform you cannot collaborate during some booked slot
My slot is red: You want to know why you have an absence
Equipment: You need help for material (Glovo office, Replace/Return, Deposit…)
Delete account: You want to stop delivering with Glovo
3. Earnings
Select this if you have problems with your earnings.
My earnings
KM earnings review: You want to review the Kms of an order
Promo review: You have questions about extra earnings through promos and adjustments
Daily earnings review: You want to review the daily earnings
Invoice issues: You have questions related to your invoices or summaries of orders
Cash deposit or withdrawal: You have questions about process of cash deposit or cash withdrawal
Glovo card issues: You have issues with the courier payment card (e.g. Pin forgotten, lost, stolen,or ATM issues)
4. App issues
If you have problems with your app, please select this contact reason.
App is not working: You’re not receiving orders / the app not working
My order disappeared: You’ve had an ongoing order but it’s not shown in the app anymore
