More runs, more returns

Our courier loyalty programme, Extra, has three levels – Bronze, Silver and Gold. Which level you are on and the perks you unlock are based on your courier stats from the previous month. You’re in the driver’s seat. 

Your courier stats

Our courier stats can be found in your Courier App which you can find in Profile > see more in Extra. Four delivery metrics determine your level—and unlock your Perks. Understanding these stats keeps you informed and in control of every opportunity. Here's what counts:

• Delivered orders: All the orders you successfully handed over to customers.

• On-time pick-up: How often you arrived at the restaurant or grocery partner on time. 

• On-time delivery: Deliveries that were completed within the promised time frame.

• Completed deliveries: The percentage of offers you accepted that were delivered.

For more detailed information on how each stat is calculated, check out this article. 

The levels - What you need

Want to level up?

As an Extra courier, you set the pace and earn on your terms. If you want to level up, here’s how:

1. Be realistic – Only accept deliveries you know you can finish on time.

2. Pick up on time – Head to the restaurant as soon as you accept the order.

3. Deliver on time – Follow the fastest route and communicate with customers if there's a delay.

4. Check your stats regularly – Stay on top of your delivery stats.

Check your level

Frequently Asked Questions

When does my level update?

Your level is calculated and locked on the 1st of each month, based on your previous month's quality of deliveries. Check the Extra page in your app to see if you've moved up, stayed the same, or moved down. Once your level is set, it stays locked for the entire month.

Where can I check my current level?

You can check your current Extra level in the Courier App. To find out more about stats and how they are calculated, read this article. 

What do I need to reach each level?

Each level has different requirements based on your delivery activity and service quality indicators, like on-time deliveries and order completion rate. 

Can I lose my level before the month ends?

Once your level is calculated on the 1st of the month, it's locked for that entire month. However, be aware that extreme drops in service quality or safety violations may result in an immediate account review.

What happens if I take time off or go inactive for a while?

We get it – life happens. If you don't complete any deliveries in a month, you'll default to Bronze the following month. The good news? Once you start delivering again, you'll have the opportunity to achieve a higher level based on your metrics. You’re always in the driver’s seat.

Do cancellations count against me?
Here's how it works:

Customer cancellations: No, these don't affect your completion rate.

Support-initiated cancellations: (restaurant closure, etc.): No impact on your metrics.

Self-unassigned orders (you choose to cancel the delivery): Yes, these impact your completion rate. However, if you unassign due to excessive restaurant wait time (over the specified threshold), this won't affect your completion rate. We value your time.

What if I disagree with my level assignment?

If you believe there's an error in your metrics or level calculation, we're here to help:

1. Review your stats in the Extra app for a detailed breakdown

2. Contact Courier Support with specific delivery IDs or dates in question

3. We'll review and correct any system errors

If a technical issue (like an app crash) impacts a delivery and you contact support within 48 hours, we'll review and may adjust your metrics if the issue was platform-related.