The customer made a mistake and asked for an “Anything” through the “Delivery Express” button:
You should ask Chat Support to change the order type.
The customer made a mistake and asked for a “Delivery Express” through an "Anything” button:
You should ask to change the order type in the Support chat.
The customer asked me to pick up another product from a different pick-up point:
You can kindly explain that they should order another Glovo.
The customer asked to cancel the order:
You can kindly explain to the customer that they should contact Support directly from the Glovo app.
The customer asked to change an address:
You can ask Chat Support to change the address.
The package is either too big for the Glovo backpack (40x40x30 cm), is too heavy (8kg) or exceeds the number of products allowed (10):
The order should not be accepted. You can contact the Support chat for help.
I want to reassign the order:
If you have not accepted the order yet, you can press the red button on the bottom left of your screen. Otherwise, you should contact Support. You can check here how reassignment impacts your Excellence Score.
I had an accident:
The order should not be accepted. You can use the Support chat for help.
I think the order contains a restricted material:
Which materials are restricted?
Drugs, high amounts of alcohol, tabaco or medicine, meds that need a medical prescription, harmful products or unauthorised products (stolen or ilegal). If in any case, you realise that the customer’s order contains any of these products, we recommend you to contact Support and they will guide you through the next steps. Also, if you deliver an order that contains alcohol, we advise you to ask the customer for ID to check their age. If they’re not the minimum age allowed by your country, you should use the Support chat.