JET is committed to protecting the health and safety of our entire network, which is why we’ve made all deliveries contactless across the network.
What is contactless delivery?
A “contactless” delivery is a delivery where you do not directly come in contact with a customer when handing off the customer's order. For a contactless delivery, you place the order in a customer accessible location (the location is provided by the customer in the special delivery instructions) and communicate to the customer via text message or phone call to inform them that their order has been dropped at the designated location.
How do I know if a customer would like a contactless delivery?
Check the special instructions posted by restaurants and customers in-app before picking up and delivering orders. At present, due to COVID-19, we encourage all deliveries on the Just Eat Network to be handled contactless. Please know that alcohol deliveries require couriers to check the customer’s ID and hence cannot be completely contactless.
How do I complete a contactless delivery?
Ensure you check the customer’s special delivery instructions to know the designated drop off location for their order.
Maintain 2 metres distance while picking up and delivering orders. Avoid any close encounters. Call the customer to confirm that you have delivered their order to their contactless delivery location.
What about contactless pickup at restaurants?
You can expect some variation in how each restaurant partner approaches contactless pickups. Check the restaurant’s special instructions in-app to stay up to date on the restaurant partners' approach to contactless pick-ups.
Waiting at the restaurant
Restaurants may get busy especially during peak times of the day. If you are held up at a restaurant and are waiting for the order to be ready, ensure that you have updated your status to be “Parked at Restaurant”.
As soon as you enter the restaurant, inform the restaurant staff that you’ve arrived and provide the correct order number.
Don’t forget to swipe “Collected” when you’ve picked up the order from the restaurant.
Contacting the customer
After picking the order up from the store or restaurant, the app shows you the delivery address of the customer. You can get in touch with the customer by tapping their name on the order or by tapping the phone icon on the order screen in the app.
As a courier on the network, you’re responsible for any confidential information you receive, which may include customer or restaurant details. We encourage professionalism for a safe and positive network experience. Read the Just Eat Social Code to set yourself up for success.
Customer unreachable
In the event that a customer is unreachable, please follow these self-serve steps:
- Tap the “Having Trouble?” banner and follow the in-app process. A 5-minute timer will begin.
- As the timer counts down, please try to call the customer and check for any special delivery instructions to verify you are at the correct address.
- After the 5-minute timer runs out, tap on the “Mark Undelivered” button. Leave the order in a safe location, unless it is alcohol, and send a message to the customer indicating where you’ve left the order.
- You’re not required to return to the restaurant (except for undelivered alcohol orders)*. You’ll receive your total earnings for the order.
*All undeliverable alcohol orders must be returned to the restaurant or alcohol merchant. In these scenarios, you’ll be paid for returning the product. Before leaving the customer’s location, get in touch with the team using the chat function in the app. Once the return is complete, we’ll ensure you receive the appropriate compensation.
Missing items/Incorrect order
If a customer informs you of missing items in their order, please advise them to get in touch with our team using the Just Eat app. Mark the order as delivered so you can continue onto your next delivery.
Food Items Spilled/Ruined
If a drink item is spilt or a food item is damaged during transit, please use the chat function in the Courier App to notify our team of the situation. Depending on the situation, you might be asked to deliver the remaining items.
For undelivered alcohol orders, you’ll be required to return the alcohol. Get in touch with us using the chat function and our team will advise you on the next steps.