All nearby delivery partners will be notified via our MilkRun App when a delivery order has been placed. The first person to accept the order gets the job.
Directions will be provided to guide you to the merchant via the MilkRun App. You may also contact the merchant directly through the app. Upon pick-up, please ensure that the unique order ID generated on the app matches with the merchant’s.
Once you have picked up an order, our MilkRun App will guide you to the customer’s destination. You may also contact the customer directly through the App.
Please contact the merchant via the MilkRun App on the next steps.
If you are unable to reach the merchant, please do the following:
1. Call the customer
2. Drop a text to the customer and let the customer know that you have left the food outside the house
3. If there is no reply from the customer, gently leave the package at the door. Remember to take a picture of it as proof of delivery (item/food and unit number)
4. Contact MilkRun via the in-app chat function to notify the operation team about this situation
You can request for withdrawal of your earnings anytime and we will process three times a week on Monday, Wednesday and Friday via GIRO (Excluding Public Holidays). Banks will usually take up to three business days to process GIRO transactions. Your performance incentives will be tabulated by MilkRun and paid after a month.
We will call the merchant to check on the status of the order, and will be providing the ETA to the rider. If the merchant is not contactable, we advise riders to wait 10-15 minutes more. However, if there is still no reply, the rider can choose to cancel the order. Kindly highlight this situation to our Operations Team and we will waive the penalty fee (case-by-case basis).
We will ask the merchant to cancel the job and let the rider have the cancellation fee. Then, we will relay this situation to the merchant and advise them to book a car if they wish to find another rider with us.
Kindly let the Operations Team know the reason for cancelling. If it is vehicle breakdown related, please show a photo proof of evidence. Else, the cancellation penalty might incur if the cancellation is made 5 minutes after acceptance.
Kindly reach out to the Operations Team and provide any photo proof of evidence of the situation. We will send another rider to pick up from your location after informing the merchant and customer of the delay.