Restaurant uses its own delivery staff FAQ

Why is my order using the merchant’s delivery staff?

We want to provide a wide range of merchants for our customers. Some merchants have their own delivery staff and choose to fulfill your order with their own staff instead of a delivery person through the app.

How does the delivery experience change?

With orders delivered by merchant’s delivery staff, you can’t follow the delivery staff’s location in the app. Once the merchant accepts your order, it’s best to contact them directly if you need help with your order.

*The merchant and their delivery staff also receive your name, phone number, address, and any special instructions to help them complete the delivery. Merchant delivery staff aren’t subject to the standard sign-up and vetting process for the app. Merchants are responsible for properly vetting their delivery staff using commercially reasonable procedures in their market including, where available, background checks or other screening methods. *

Can I contact the merchant’s delivery staff?

No, you can’t contact the delivery person when merchants use their own delivery staff. Instead, it’s best to call the merchant directly. They can contact their delivery staff on your behalf.

How to tell if a merchant uses their own delivery staff

You can check the app in several places:

• In the merchant feed, you’ll see an icon underneath the merchant name that indicates they use their own delivery staff
• Inside a merchant’s menu, you’ll see a notification near the top of the page if they use their own delivery staff
• Before you place an order, you’ll see an icon near the bottom of the screen that indicates if they use their own delivery staff