On this page you will find a range of the most common reasons why couriers may have lost access to their account, how to avoid it, and what you can do if it happens.
This could have been from something as simple as expired documents to a breach of the courier agreement.
Some first checks you can do:
- Check your email inbox for an informative email from Just Eat
- Double check the reason and time frame highlighted in the email
- If you can’t find an email then try your Spam/Junk folder
Summary of Potential Revocations/Account Blockers
Fraud
Duplicate Accounts
Utilising new account(s) after already being revoked and/or utilising multiple courier accounts to increase the likelihood of runs/orders.
Breach of Agreement Section A 5.1 & 9.3
Best Practice: Only hold one account on the Just Eat platform
Detours
Courier actions impacting the arrival time at the partner, and/or delivery time at the customer.
Breach of Agreement Section A 9.3 & Section C 1.2
Best Practice: Move directly to the partner after accepting an order and move directly to the delivery address once you have received the order
Item Theft/Undelivered Orders
Accepting orders and failing to collect / deliver in its entirety. This includes repeatedly cancelling orders and flash marking orders as “Delivered”
Breach of Agreement Section A 9.3
Best Practice: Once the order has been accepted, couriers are obliged to collect and deliver the order unless exceptional circumstances apply
Spoofing
Using software to falsify location during an order for any reason.
Breach of Agreement Section A 4.1, 5.3 & 9.3
Best Practice: Do not use any third-party apps and/or software to interfere with the courier app at any time
VAT Fraud
Falsely claiming to be VAT registered and /or knowingly supplying false information for financial gain.
Breach of Agreement Section A 7.6 & 9.3
Best Practice: While it is not an obligation for you to be VAT registered you must inform us if you are VAT registered and subsequently inform us immediately should your registration status change by emailing us. You must also notify us immediately if your VAT registration number changes or if you sell all or part of your business
Shift Grabbers/Run Abuse
The use of any software to secure open runs through an enhanced refresh rate and automated acceptance.
Breach of Agreement Section A 4.1 & 9.3
Best Practice: Do not use any third-party apps and/or software to interfere with the courier app at any time
Fraudulent Holds
Improper use of the collect swipe in order to gain inflated hold fees.
Breach of Agreement Section A 9.3
Best Practice: Remain at the restaurant after marking yourself as arrived and swipe collected as soon as the order is safely inside your hot food bag
Serious Incidents
Sexual Misconduct/Assault
As a company we don’t tolerate any form of sexual misconduct - verbal and/or physical. Behaviour of this kind will lead to permanent revocation of your account.
Verbal/Physical Abuse - including discrimination
As a company we don’t tolerate any form of abuse - verbal and/or physical. Behaviour of this kind will lead to permanent revocation of your account.
Unsafe Use of a Vehicle
Whether your vehicle is motorised or not, being unsafe while using it puts yourself and others at risk. Some examples are:
- Intoxication
- Uninsured vehicle
- No business insurance (for motorised vehicles)
- Incorrect vehicle classification on your Just Eat account
Other Blockers
Expired Documents
If one or more of your documents - that are required from a safety, and / or legal perspective - has expired, your account will be paused until they are updated and then you’ll be back on your way!
Under Investigation
If any concerns around your account have been raised to us, we will pause your account until it is resolved.
Process Summary
Here at Just Eat we want your courier experience to be as supported, safe, and enjoyable as possible. This is why there are human reviews of evidence for the initial removal, and with this in mind the account access reconsideration process is designed to be simple but it requires specific information to be efficient and effective.
The process starts ahead of the account access reconsideration itself. Just Eat will have sent an informative email containing the revocation reason and the time frame in which the behaviour occurred.
This gives you the opportunity to review your or your substitute’s actions within the shared dates. If you believe that Just Eat has wrongfully removed your access to the network, you have the right under GDPR to have that manually reviewed. Upon completing an account access reconsideration request form we ask that you fill out every section to the best of your knowledge and upload as much supporting evidence as you can to assist us in coming to the correct outcome.
Once you have submitted your form our team will review your account access reconsideration (please note that if the form is completed incorrectly or with insufficient evidence then you are likely to not receive a response), and use the evidence supplied to support your account access reconsideration for reactivation.
This process may take a little time if there are an increased number of reconsiderations submitted; however, we will respond with the result within 2 weeks of the account access reconsideration form being sent. We want to take the time required to come to the correct decision so please be patient and don’t submit multiple account access reconsiderations within 2 weeks.
Account access reconsiderations must be submitted within 4 weeks from the date of revocation, after this any account access reconsiderations will be deemed invalid. The decision is final and any subsequent account access reconsiderations will not be considered.