Driver FAQ

•  How can I be successful as a driver?  Great time management & responsibility skills, great customer service skills, great reliability skills, great safety skills, and great navigational skills.

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

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• Why was my account deactivated?   The possible reason is we are investigating an issue or reviewing documents.  Low ratings, late or missing 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.

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• 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.​

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• 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. You will also have to submit a selfie photo periodically before starting a delivery session.

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• How do I use your app?   It is very simple to use.  We will provide you with our driver app guide as well as a driver safety guide.

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• Do I need a specific GPS map?   Our app uses Google maps app. 

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• 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.

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• Do I need to take a picture of the order and receipt on pickup & delivery?  Yes the app will prompt you to take a picture on pickup and delivery.  You will not be able to proceed to delivery or close out the order after delivery until you take the picture of the order with receipt.   If the customer has "meet at door" you must take a picture of the order during handoff to the customer. (do not take a picture of the customer).  All pictures are sent to our Autozod tracking system to confirm pickup and delivery. Customer will also confirm when order is delivered.  Follow the instructions in the app for each delivery.  Each customer has different preferences.  This is very important to customers and can affect tipping and rating.

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• Is there in app chat function?  Yes and all in app chats are recorded for safety reasons.   You may contact the customer or they may contact you regarding their order.  It is a great idea to let customers know you are on your way?   This will help your ratings and the possibility of an extra tip.​​​

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• What if I need to cancel an order after I accepted it?  You cannot manually cancel orders.  You must 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.  

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• 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.

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• Do I keep 100% of all tips?  Yes.  You keep 100% of the tips. It's the customer's option on giving tips. You will see the total pay and the tip amount before accepting the order.

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• What is the delivery fare?   Our base pay for each delivery accepted and completed for food delivery is higher than Door Dash and Uber Eats.  Their base fare is $2-$2.50.  When we have a promotion you will have the opportunity to make more per delivery.  Check the website for promotions.

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• 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.

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• 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.​

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

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

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• 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.

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• 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. 

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• 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.

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• Why is the GPS not loading properly?  You may have low cellular coverage in that area or your location service are turned off.  ​mMake sure you are using Google Maps app.

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• 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.

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• Can I report customers for abusive language and harassment?  Yes contact support. 

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• 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.   

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• When do I get paid?  Weekly Direct Deposit- Payout initiates on Monday. Pay period runs from Monday-Sunday of the previous week. Through Direct Deposit, Contractors get paid on a once weekly basis for all deliveries completed between 8am -Monday and 11:30pm - Sunday. Payments are transferred directly to a bank account via a 3rd party processing company within a 2–3-day processing period depending on your bank. When a federal holiday falls on Monday, you may see a one-day delay from when you normally receive your pay.

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

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• 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.​

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• 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.

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• 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. 

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• 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 up extra condiments.  Take a picture of the order before departing.  Make sure orders are sealed in a bag or packaging before confirming.  If not ask the restaurant to put the order in a package or sealed bag.

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• 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. 

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

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• 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.

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• How do I receive delivery request?  When you are ready to receive delivery request, open the app and toggle 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.

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

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• 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. Also check the in app chat.

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• 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 Pizza orders and 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.​

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• 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.

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• Will I be able to contact the customer if I have any questions or cannot locate their address?  Yes.  You and the customer have the ability to connect via in app chat.   All in app chats are recorded for safety reasons.  

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• What if I cannot contact customer for "meet at door" delivery?   1st send the customer an in app chat to let them know you are on your way for each order and another upon arrival.  Call them once via the app and if no answer leave the order at the front door and take a picture.

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• 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. 

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• Will I have opportunities to perform other services to make money?  Yes.  We also have an errand and courier service as well as a grocery service.

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• Does MID-SERV have alcohol delivery?  "NO"!  MID-SERV does not allow customers to order alcohol or restaurants to sell alcohol on our platform.

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• Does MID-SERV have customer promotions I should be aware of?   Product Promotion delivery- Drivers may be required to transport and deliver approved promotional products as part of qualifying customer orders. Drivers are not responsible for manufacturing, inspecting the internal contents of, opening, repackaging, labeling, or determining the safety or regulatory compliance of promotional products. Receive → transport → deliver with food delivery orders.  If the package is obviously damaged, leaking, broken, or unsafe, the driver should not deliver it and should notify MID-SERV ASAP.

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• How do i contact support with any questions?  Click here and add "driver question" on the subject line. Use the same email you used to register?   ​​​​​