Issue With Pickup

Modified on Fri, 16 Jul 2021 at 11:29 PM

Restaurant can't find the order/Order not placed

If a restaurant cannot find the order or was not placed, try following these steps:

  1. Ask the merchant if the order was received.

    • If so, ask them to please confirm the order on their respective protocol (iPad, Phone, POS and Order placer).

    • If not, please use the support chat function at the top left of the screen next to your profile picture to contact Skipcart support. Support will be able to advise you of next steps. 

  2. When the order is ready, you can swipe as picked up and head to your customer.

  3. If the store is closed, the store had no record of the order, or there is a long wait time, please  select Help and then select the "Order or Store Unavailable." Select the relevant reason for why the order is unavailable. Follow the prompts in the app for the next steps.

What can I do if a restaurant says the delivery I accepted was picked up by someone else?

If a restaurant says your delivery was picked up by another driver, you may choose to double-check before contacting support. If you remind the restaurant that many customers have similar names, show the restaurant the order on your phone, and read some of the items to them, restaurants may realize that they are thinking of a different delivery order.

However, if the restaurant still believes the delivery was already picked up, you can contact Skipcart support immediately by clicking on the chat bubble on the top left of your app. Support will either confirm the previous pickup (and process a partial payment for you) or contact our partner to check on the status of the order.

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