How to report a closed store
How to report a closed store
If you arrive at a store that’s closed, do not unassign yourself from the order. Instead, you can report it in the app by following these steps, and doing so will not negatively impact your Completion Rate.
iOS users:
Swipe “Arrived” once you are at the store
Click the “Help” icon in the top right corner
Select “Store closed” and submit the required information
Once we confirm the store is closed, we’ll provide proportional pay based on the work completed, remove the order from your app, and close the store
Android users:
Click the question icon after arrival
Select “The Store is Closed” and submit the required information
Once we confirm the store is closed, we’ll provide proportional pay based on the work completed, remove the order from your app, and close the store
Some stores look closed but aren’t. Marking a store as closed when it is open is considered fraud and may be grounds for Deactivation according to our Service Provider Platform Access Policy. Incorrectly marking an order as picked up may also be grounds for deactivation.
Below are some steps to avoid incorrectly reporting a store as closed:
Read the pick-up instructions in your app
Check that you are at the correct address
See if there is a drive-thru that might be open
Check for dedicated or alternate entrances
Check if the store is closed for dine-in but open for takeout
Photo Submission Guidelines
When you are reporting a store as closed, please submit a clear photo of the store. The photo should show that the store is closed right now, and ideally also what the correct hours should be.
The photo should be at least one of the following:
Photo of the store hours
Photo of the lights inside the store being off
Photo of the “open” sign being off
Photo of signage confirming they are closed
Photo of the front or entrance door
The photo should NOT be:
Too far away from the store
A photo of anything except the store (e.g., your car, the floor, your hand)
A photo was downloaded from Google
Too blurry or hard to make out
Photo Examples
ACCEPTABLE:
UNACCEPTABLE:
