Question 1

Do I have to check if the restaurant properly filled the order?

Accepted Answer

Yes. When picking up an order, you are responsible for verifying that the order is complete and accurate. If you notice any missing or incorrect items, notify the vendor right away and wait for the issue to be corrected before leaving.

Once you leave the vendor location, you are confirming that the order has been properly filled. If the customer reports an issue and requests a refund, you may be held responsible for the cost of that refund.

Question 2

What if I can’t complete a delivery due to a customer error?

Accepted Answer

If you're unable to complete a delivery because of a customer-related issue (such as an incorrect delivery address or the customer not being present), you must first take reasonable steps to contact the customer through the BYPPO App.

If you're still unable to complete the delivery after attempting contact, you must immediately notify BYPPO Support.

At that point, you may choose to follow the unclaimed order process.

It is strongly recommended that you document the incident including screenshots, communication attempts, and any relevant details to protect yourself and help ensure the issue is handled properly.

Question 3

What happens if I think I’m not at fault, but the customer blames me?

Accepted Answer

In the event of a dispute, such as a customer claiming an issue with the delivery, BYPPO retains full authority to review all available information and determine responsibility at its sole discretion.

If you believe you're not at fault, please submit all relevant details through the support form (https://byppo.typeform.com/to/sGPWYozu)so the situation can be properly reviewed.

Question 4

How do I confirm a delivery order with a customer?

Accepted Answer

To complete a delivery, the customer will give you a unique delivery code.

You must enter this code into the app to confirm that the order was delivered to the correct person. This step is required to officially mark the delivery as complete.

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Question 5

What if I fail to complete a delivery and it’s my fault?

Accepted Answer

If you fail to deliver an order that you accepted, through no fault of BYPPO, the vendor, or the customer, you will be held responsible for the full cost of the customer’s order.

In this case, you will not receive any delivery compensation, and the order amount may be deducted from your earnings.

Question 6

When should I collect the order from the restaurant?

Accepted Answer

Before accepting an order, you'll see a “Pickup By” time in your Delivery Hero app. This timestamp is based on the restaurant’s estimated preparation time.

Make sure to arrive at the restaurant by the indicated time to ensure you're picking up a fresh, ready-to-go order and keeping the delivery on schedule.

Question 7

How long do I have to deliver the order?

Accepted Answer

Before accepting an order, you'll see a “Deliver By” timestamp in your Delivery Hero app. This time is calculated based on the distance between the restaurant and the delivery address.

Make sure to arrive at the drop-off location by the time shown to ensure a timely delivery. BYPPO actively monitors each order, and if there are 25 minutes of inactivity, the order may be automatically canceled and you may be held responsible for the cost.

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Question 8

I’ve arrived at the address. What should I do?

Accepted Answer

Once you arrive at the delivery location, you must contact the customer either by calling, texting, or using the in-app chat at least once to let them know you’ve arrived.

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Before marking the order as delivered, you are required to:
1. Take a photo as proof of delivery
2. Enter the customer’s delivery code, which they can find in their BYPPO app

Both steps are necessary to successfully complete the delivery.

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Question 9

The customer is unresponsive. What should I do?

Accepted Answer

If the customer doesn't respond after you’ve called and sent a message, please wait 10 minutes at the delivery location.

After this time, the app will give you the option to mark the order as unclaimed. When using this option, make sure to:
1. Leave the order in a safe and secure location
2. Take a clear photo of where the order was left
3. Add a delivery note with relevant details

Question 10

Will I be paid for unclaimed orders?

Accepted Answer

Yes, you will still be paid in full for unclaimed orders.

As long as you follow the proper steps in the app including waiting the required time, leaving the order in a safe place, and providing proof of delivery. You will receive the full payout amount shown in the Delivery Hero app.

Question 11

What happens if there is a problem with the delivery?

Accepted Answer

If an issue arises during the delivery, BYPPO may reach out to you, the vendor, or the customer to help resolve the problem and ensure the order is successfully completed.

Our team actively monitors orders and will step in when needed to assist with communication or troubleshooting.

Your Campus, Your Hustle

Your Campus, Your Hustle

Delivery Hero Training Resources