Driver FAQ

What documents are needed to become a driver? Go to the Become a Driver page to see the required documents needed to apply.

Why was my account deactivated? The possible reason is we are investigating an issue or reviewing documents. Low ratings, late deliveries, complaints from customers or merchants, theft, or fraud can be reasons your account can be deactivated after one violation. For more information on our deactivation policy please click here.

How will I know if I am approved to become a driver? A link will be sent to the email you registered with saying you are active and to create your account. You will need to upload a photo that match the person on your license.

Will you perform a background check? Yes, initially and we will conduct periodic background checks to ensure that you continue to meet our safety standards. New offense notifications are alerts that notify us if you have new pending criminal charges or convictions that warrant additional review. You must pass the background check to become a driver.

Do I need a specific GPS map? Use Google maps app.

How long do I have to get to the pick up and drop off locations? The app determines this by how far you are from the pick up location and by how far you are from the pick up location to the drop off location. So be sure to use the estimated time to arrival and drop off as a guide. Remember consumers could give you a bad rating if the delivery took too long. They can follow you via their app's GPS system. You are tracked by our Autozod GPS satellite tracking system from pickup to drop off. Our tracking system views to street level.

Do I need to take a picture at "leave at door" deliveries? Yes the app will prompt you to take a picture and that picture is sent to our Autozod tracking system to confirm delivery. Customer will also confirm when order is delivered. Follow the instructions in the app for each delivery. Each customer has different preferences.

Should I let customers know I am on my way? Yes it is a great idea to let customers know as this will help your ratings.

What if I need to cancel an order after I accepted it? Contact support to ask them to remove you from the order. You may not be able to receive orders for a few hours after cancelling. If you have too many cancelations your account can be deactivated.

Why can't I sign in? Make sure you are using the correct login information, you have uploaded all required documents, and that your documents are up to date.

Do I keep 100% of all tips? Yes. You keep 100% of the tips.

What is the delivery fare? You will earn a starting base pay of $3 for each delivery accepted and completed for food delivery and $6 base pay for each delivery accepted and completed for grocery Shop & Deliver orders. Our base fare is higher than Door Dash & Uber Eats. Their base fare is $2. If we have a promotion you will have the opportunity to make more per delivery. Check the website for promotions.

Will you have a lot of delivery drivers? We will not over saturate our delivery market with drivers like other delivery companies do. We will hire just enough drivers so you can stay busy and maximize your money making opportunities. That's why it's important to do a great job and keep good ratings.

Do I need to schedule a time each day to deliver and start accepting orders? No, start accepting orders any time you are ready to deliver and the merchants are open. As an independent contractor you make your own schedule.

What if my account has been compromised? If you feel your account has been compromised reset your password and contact support.

Can merchants block me from picking up and delivering orders from their business? Yes. This will hurt your ratings.

Why am I not getting delivery request? Check your internet connection and make sure you have the latest version of the app. It may be slow in that area. Also check your account to make sure it's up to date.

Why is the app not making noise when an order comes in? Check your phone volume level. If you are using Bluetooth, check that connection as well.

What if the app keeps freezing or crashing? Force quit then reopen the app. You may have to uninstall and reinstall the app. Also make sure you have the latest version.

Why is the GPS not loading properly? You may have low cellular coverage in that area or your location service are turned off.

Will I receive a delivery rating? Yes. After each completed delivery, the consumer and the merchant can rate their experience with you to customer support. It's very important to keep a high consumer rating. Please read Terms & Conditions to learn more about ratings.

Can I report customers for abusive language and harassment? Yes contact support. Please keep screen shots of any text messages to share with support.

Why is my direct deposit late or missing? Your payment should be deposited on the days specified but deposits may be delayed due to bank processing times. Check your account to ensure all of your banking information is up to date.

When do I get paid? You will get paid weekly for the previous weeks completed deliveries via direct deposit to your bank account. Through Direct Deposit, Contractors get paid on a once weekly basis for all deliveries completed between 10am -Sunday and 11:30pm - Saturday of the week worked.

Can I track the money I earned each day? Yes. In your driver app account you can track earnings and orders.

Will the customer be able to track my progress? Yes. They will be able to track you via their app's GPS system from pick up to delivery. It is best to make on time deliveries to keep a good rating.

Do I have the possibility to receive multi-restaurant batched trips? Yes. Be sure to follow the instructions in your app to ensure on time pickup and delivery for all orders.

How do arrival times work? Directions to delivery pickup and drop-off each have an estimated time of arrival (ETA). We share the ETA's with the merchants and customers so they can prepare accordingly. Please use your discretion if you know a quicker route to and from pickups and deliveries. Again you can get bad ratings for late pick ups and deliveries and this can cause your account to be deactivated.

How will I know if I have the correct order at pickup? Confirm and match your order number and customer name with the merchant's order number and name upon arrival. Make sure you have everything in the order. Especially the drinks. To assure great ratings, see if the customer left you a message to pick extra condiments. Please confirm the order at pick up after you receive it in hand as the customer will know you have arrived to the merchant.

What if I am delayed at the merchant waiting on the order? Feel free to reach out to the customer directly and let them know. Ask the merchant for an estimated time for the order to be ready and share this information with the customer.

Do I collect any payments from the customers? No. Customers pay for their order through the app, so you don't have to collect any payment from the customers.

Who do I contact if I have an issue picking up the order? You may want to contact the merchant as they are responsible for preparing the order and should be able to help you with your pickup.

How do I receive delivery request? When you are ready to receive delivery request, open the app and tap the "Off Duty" button to go "On Duty". As long as you are online and in the zones MID-SERV restaurants occupy you should be able to receive orders.

What if I need to take a break? Just tap the "On Duty" button to "Off Duty" until you are ready to resume accepting orders.

Will customers have special instructions for drop off? Yes. Some customers may have special instructions. It would be a good idea to check for customers instructions to make a smooth delivery. This can help you get a good rating. For example, leave at door or meet at door.

Do I need an insulated bag for my delivery? It is not required for food delivery unless you are in a location where it is required by law. But it is required to receive grocery Shop & Deliver orders. It makes for a great experience for customers. This can have an affect on your customer rating. You should deliver orders safely and in accordance with relevant safety standards. For example, do not tamper with or open packaging before or during delivery. Also customers don't like hot and cold food mixed together. It is also a good idea to check your vehicle to make sure you have all items the customer ordered.

Are there specific zones I can work in? Yes. We have specific zones but you can work in any zone that we have merchants in.

What if I cannot contact customer for "meet at door" delivery? Call them 2 times and if no answer then call customer support. If we cannot contact them leave the order at the front door and take a picture.

What if the customer inputs the wrong delivery address and I deliver to that address and now the customer wants me to deliver to a different address? It is your sole discretion on whether you want to deliver to the new address or not. You are only required to deliver to the address that is in the customer's order. If you decide not to deliver to the new address let the customer know that you will leave the order at the address that was in their order. Customers may give you an extra tip if you decide to deliver the order.

Do I use the same contact number and email I used to register when I contact support? Yes

Grocery Shop & Deliver Service Pay Card- FAQ

How can I sign up for a Pay Card?

You can only sign up for a Pay Card if you’ve received an invite for Shop and Deliver requests. We’ll let you know if these types of delivery requests become available in your area and will invite you to participate in receiving a Pay Card.

How do I receive the Pay card?

You’ll receive the Pay Card through the mail if you’ve signed up for Shop and Deliver requests and approved.

NOTE: Receiving Shop and Deliver request is subject to you downloading the latest version of the Driver app and your agreement to the Addendum to the Technology (Independent Contract Agreement).

How do I activate the Pay Card?

You do not have to activate the Pay Card. Once you receive the Pay Card, it will be ready to use so you can start accepting Shop & Deliver orders.

Please make sure you have the most up to date version of the app to receive Shop and Deliver delivery requests. Contact us if you haven’t received your card within 1 week of requesting it. Call us

How does the Pay Card work?

Once you sign up to receive Shop and Deliver requests, you’ll need to sign up for a Pay Card.

The Pay Card may only be used to purchase items pre-approved by a customer who placed a Shop and Deliver request. You will shop from the customer's order list that you will receive in the app after they place their order. You can charge up to the anticipated order total for each delivery when using the Pay Card.

How do I use the Pay Card?

You can use the Pay Card just as you’d use a credit card when you arrive at the store. The Pay Card is available for use only on deliveries from our app where your customer requests you to Shop and Deliver for their item(s).

You don’t need to preload the Pay Card. The Pay Card will be authorized up to the expected order total for that order. The pay card cannot be used at an ATM to WD cash. It will "ONLY" work at the designated store where you are responsible for the Shop & Deliver order. It "WILL NOT WORK" any place else. The cards use and all attempted and completed transactions are monitored and recorded 24/7.

Does the Pay Card require a pin?

No, a PIN is not required to use the Pay Card.

The Pay Card may only be used to purchase items pre-approved by a customer who has requested the Shop and Deliver service. It will "ONLY" work at the designated store where you are responsible for the Shop & Deliver order. It "WILL NOT WORK" any place else.

What if the Pay Card doesn’t work?

You can try swiping, tapping or inserting it again. If the Pay Card still doesn’t work, you may cancel the order, or you may choose to pay with your own personal payment method (such as a credit card or cash) and be reimbursed for the order. You will be require to present a detailed itemized receipt of the customers order paid for in order to receive reimbursement.

Click here If you need help with a reimbursement

NOTE: Reimbursements are only applicable if you choose to use your own payment method for orders accepted in our app where customers request you to Shop and Deliver. You will be reimbursed within 24-48 hours.

If the Pay Card was declined

Let us know if the Plus Card isn’t working by using the phone number below. Make sure you are at the correct store.

Call us

Lost or stolen Plus Card

If you lost the Plus Card or you believe it was stolen, please call us ASAP and let us know so we can cancel the card and and release you from liability for any unauthorized use charges. Call us

If you receive any Shop and Deliver request just decline until you receive a new Pay Card. If you prefer to use your personal payment method in the meantime, you can let us know. Expect your Pay Card to be sent to you in the mail.

Fraudulent use of the Pay Card

For any fraudulent use of the Pay Card you will be "charged with a criminal offense to the fullest extent of the law." The Pay Card is the "sole property" of MID-SERV Solutions LLC and you as the "Contractor" is being allowed to use the card to help you with your contractor responsibility.