The Proof of Delivery feature was created to protect our couriers against any future disputes with customers or fraudulent orders, and to better improve the overall delivery experience by providing evidence that an order is correctly delivered to the respective customer at the designated drop-off location.
After arriving at the drop-off location and right before delivering the order to the customer, couriers are required to take a picture of the complete order at the drop-off location as a Proof of Delivery.
In order to be considered as a valid Proof of Delivery, the picture must visibly show:
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foodpanda’s order code (xxxx-xxxx)
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Clear indication of the customer’s drop-off location:
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Flat number; if not available, then
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Lift document with address; if not available, then
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Customer door (residential) or company logo (non-residential)
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Please do not take any pictures of customers' faces or the interior of their flats.
Delivery Flow
Please follow the step by step guide in Roadrunner to successfully upload proof of delivery and confirm drop off.
**In case of having an unstable internet connection at the drop-off location, after you have taken a valid proof of delivery photo (refer to the examples shown below), you can wait and upload the photo in the rider app after exiting the lift and with better connectivity.
Examples of valid proof of delivery
Drop off at residential areas
A picture of the order being placed at the customer’s designated location containing:
1. foodpanda’s order code (xxxx-xxxx)
2. Identification of the customer’s location (flat number > lift document > door)
Examples:
Lift document with address & Order code (exception for buildings without flat numbers)
Street name & Order code (exception for village houses or buildings without elevators and flat numbers)
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Drop off at commercial areas
A picture of the order being placed at the customer’s designated location containing:
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foodpanda’s order code (xxxx-xxxx)
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Identifiable signs of the location (lift document > company logo > building name)
Examples:
Lift document with address & Order code (exception for buildings without flat numbers)
Company logo & Order code (exception for hotels, hospitals and buildings where you cannot pass through the reception)
Street name & Order code (exception for customers that order it in open locations, e.g. picnics, beach)
Examples of invalid proof of delivery
The expected standards for each component are listed below:
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foodpanda’s order code must ALWAYS be clearly visible (format: xxxx-xxxx):
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Before picking-up any order at the vendor, look if the attached receipt contains foodpanda’s order code
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If there is no receipt attached to the bags, check if the order code is written outside one of the bags (e.g. pandamart orders)
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If you cannot find the order code, politely ask the vendor to re-print the order code and attach it to bags before picking up the order
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If the vendor refuses to provide the order code, please inform the Rider Support Team by creating a new ticket on the rider app.
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Pictures that do not contain foodpanda’s order code (xxxx-xxxx) might not be accepted as a valid Proof of Delivery
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An indication of the customer’s drop-off location must ALWAYS be clearly visible:
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If you are delivering to a residential area, the customer’s flat or unit number should appear in the picture
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If the flat or unit number is not available, you can take the picture with the lift document containing the building address
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If the lift document does not contain the building address, you may hold the order and take a picture with the customer’s door in the background
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If you are delivering to a non-residential area or any building where you cannot go further than the reception, you can take the picture with the identifiable logo (e.g hotel name) in the background
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Pictures that do not contain any clear indication of the drop-off location might not be accepted as a valid Proof of Delivery
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Important reminders:
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Do not take any pictures of the customer face or the interior of his/her flat
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The photo must be taken on the spot, you cannot upload photos from the device’s album
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If the network is unstable (e.g. inside an elevator), we suggest you take the picture first and only upload it when the network is resumed. The picture taken by you will be stored regardless of the network instability
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Make sure there is enough light, the picture is not blurred or with any information being covered/partly covered
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Review the picture before uploading to make sure both the order code and the indication of the drop-off location are shown in the picture
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If the order is too heavy to be lifted for the picture, you can take a picture of the bag containing the order code by the customer door and upload another picture in the Rider Service team chat containing the identifiable location immediately
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Make sure you contact our Rider Service team through the chat in case of any question or problem immediately (the chat history will be used as evidence for any further post-delivery issues)
Frequently Asked Questions
01
Why do I need to do this step?
Uploading proof of delivery is to validate order completion. This will help protect you from any disputes, improve our customer satisfaction and overall business performance.
02
Will I need to upload the proof of delivery for every order?
Yes, we have enabled Proof of Delivery (POD) for all orders. Please refer to the “delivery flow” part to see how to submit a valid POD.
03
What will be the consequences if my proof of delivery is considered invalid?
Any invalid proof of delivery uploaded will be evaluated case by case, and may be considered as a compliance issue if proven to be invalid or fake. Furthermore, we may conduct disciplinary actions including but not limited to account suspension.
04
What if the delivery location is a commercial property (like School, Hospital, Office, Mall and etc), do I need to upload the proof?
Yes, please upload a valid proof of delivery and include order code within the picture if possible ( Refer to the valid examples of different locations above)
05
What if the order is cancelled?
If you are asked to return cancelled orders, please visit the page for Returned cancelled orders. If the cancelled order is from pandamart, please open the same link and scroll down to see how to take a valid proof of return.
06
What should I do when there is no internet connection when I take POD?
In case of no internet connection available to take the POD photo and CONFIRM DROP-OFF:
You are encouraged to take a valid POD photo (with order code and identifiable location in one image) with your own camera, store it in your cellphone and keep this proof with you.
If you receive a reminder of invalid POD by email regarding this order, please create a dispute through this form ( https://form.typeform.com/to/IREmisVf ) and add this photo as proof of delivery. If the photo indicates a valid POD, the notification will be lifted.