What happens when your courier rating falls below the minimum

GoRoute requires couriers to maintain a minimum average rating (typically around 4.50 stars) to ensure a consistent experience for customers. If your rating drops below this threshold, GoRoute takes a graduated approach to help you improve.

Warning notification

When your rating approaches the minimum, you'll receive a heads-up alert with tips for improvement. If your rating drops below the threshold, you'll receive a formal warning in the app with your current rating, the minimum required, and any specific customer feedback that's been provided. This warning does not affect your ability to deliver.

30-day improvement period

After a formal warning, you have 30 days to bring your rating above the minimum. During this period, GoRoute may provide access to retraining materials — short online modules covering food handling, customer communication, and delivery best practices. These modules are optional but recommended, as couriers who complete them tend to see faster improvement.

Deactivation

If your rating remains below the minimum at the end of the 30-day period and there's no meaningful improvement trend, your account may be temporarily deactivated. This means you cannot go online or accept delivery orders. You'll receive an email explaining the decision and outlining your options.

Appeal process

You can appeal a deactivation through Account > Help > Account Status > Appeal. GoRoute's review team will examine your delivery history, rating trends, and customer feedback. Appeals are typically reviewed within 5 to 7 business days. If your appeal is successful, your account is reactivated with a fresh improvement period. If denied, you may reapply to the platform after a waiting period (usually 90 days).