Have your orders disappeared? Do not worry. There are 3 main reasons this could be happening:

1. The order changed from Delivery to Pickup. 
2. The restaurant changed the pickup time after the order was accepted.
3. The order was canceled.

If an order disappears, just follow these steps depending when the order was reassigned: 

1) Before pickup

1. 1. No action required.
   2. You are not eligible for reimbursement if you have not arrived at the restaurant. You may be reimbursed for the drive time and for any extended wait times.

OR 

2) After pickup

1. No action required. 
2. You can discard food only orders and call in for alcohol orders

In either case, you can contact us via off shift chat, email or call to confirm your reimbursement. All applicable reimbursements will be included in the next 1-2 earning statements which can be viewed on the Courier Portal.

So what can you do to ensure that you are reimbursed for orders that disappeared? Here are a few tips: 

• Keep record of all your order numbers.
• For alcohol orders, please reach out to our live support team via call.
• If an order disappears, you are still eligible for other offers and may complete your shift.