Handling order issues at the restaurant or store

Sometimes things don't go smoothly at the pickup location. Here's how to handle the most common issues you may encounter at restaurants and stores.

The order isn't ready yet

If you arrive and the restaurant says the order needs more time, you have two options. You can wait — GoRoute compensates for excessive wait times in some markets by adding a small amount to your base pay if you wait beyond the estimated ready time. Alternatively, if the wait is too long, you can unassign the order by tapping Can't do this delivery > Order not ready. The order will be reassigned to another courier. Unassigning occasionally won't significantly impact your metrics, but try to avoid doing it frequently.

Items are missing or incorrect

If the restaurant hands you fewer bags than expected or you notice a discrepancy, ask the staff to double-check the order. You are not responsible for verifying the contents of sealed bags — that's between the restaurant and the customer. However, if the bag count doesn't match, make sure to flag it with staff before leaving. If the issue can't be resolved, tap Report Issue > Missing Items in the app.

The store is closed

If you arrive and the store is closed or not accepting orders, tap Can't do this delivery > Store closed. You'll receive half the base pay for your time and travel to the location, and the customer will be notified and refunded. The order is removed from your queue and doesn't count against your completion rate.

Long lines or disorganized pickups

During peak hours, some restaurants have long lines or disorganized pickup systems. Look for a dedicated courier pickup shelf or counter — many GoRoute merchant partners have one. If you're unsure, ask a staff member where delivery orders are placed. Being polite and patient with restaurant staff helps build a good relationship and can lead to faster service in the future.