Yendrop Rider (Delivery Partner) FAQ

A: Depending on what is available in your area and what your vehicle type supports, you may handle:

• Food delivery: Meals and drinks from restaurants and food vendors (use insulated bags and keep items upright).
• Parcels and packages: Documents, small parcels, and customer items that fit your vehicle and can be transported safely.
• Retail pickups: Items from shops and stores (for example: groceries, pharmacies, electronics, and general goods).
• Express or on-demand deliveries: Time-sensitive trips requested for quick pickup and drop-off.
• Scheduled deliveries: Trips booked for a specific time window (where available).

A: The marketplace follows these basic steps:

1. A customer places an order (or a sender requests a delivery) and provides pickup/drop-off details.
2. A vendor/sender prepares the item for pickup (packaged and ready, where applicable).
3. The app offers the request to nearby available delivery partners.
4. A partner accepts and travels to the pickup location, confirms the order details, and starts the trip.
5. The partner completes delivery to the correct destination and records proof of delivery in the app.
6. Earnings are calculated and shown in the app; payouts happen based on the payout method and schedule available in your area.

A: Benefits includes but not limited to:

• Flexible schedule: Go online when it suits you, take breaks, and choose the days you want to deliver.
• More delivery opportunities: Receive requests from customers and vendors on the platform, depending on demand in your area.
• Transparent trip information: See pickup/drop-off details, distance, and key instructions in the app before and during delivery.
• Earnings visibility: Track completed trips, incentives/promotions (when available), tips, and payout status in the app.
• Support channels: Get help through in-app support and official contact channels (call, WhatsApp, Email, SMS).
• Faster deliveries with navigation: Use GPS to plan routes and reduce delays.
• Build your reputation: Strong service and reliability can improve ratings and access to future opportunities.
• Learn and grow: Improve customer service, navigation, and delivery skills over time.
• Opportunities to grow: From time to time, Yendrop may invite consistently high-performing partners to take part in training, pilot programs, or additional responsibilities.
• Instant payout: Access fast payout options to receive earnings quickly after completing deliveries (depending on availability and payout method).
• Potential long-term opportunities: High-performing partners may be considered for permanent long-term roles when available. Roles such as lead rider/driver, mentor for new partners, or rider/driver supervisor.

A: Vehicle requirements depend on your vehicle type. Typical requirements include:

• Motorbike riders: Valid motorcycle licence, roadworthy bike, working lights/indicators, working brakes, mirrors, and a helmet. Your bike must be able to safely carry the types of items you accept (food/parcels etc.) without damage.
• Car drivers: Valid driver’s licence, roadworthy vehicle, and required insurance/registration documents. Vehicle must be clean and able to safely carry parcels/food etc. without damage.
• Cyclists: Functional bicycle, helmet, front/rear lights for night riding, and strong local route knowledge. Only accept trips you can complete safely and on time.

A: The exact list can vary by vehicle type and location, but commonly required documents include:

• National ID: Ghana Card or other accepted ID.
• Driver/rider licence: Valid licence for motorbike or car drivers (as applicable).
• Vehicle documents: Registration and any required roadworthy/insurance documents (as applicable).
• Profile requirements: Clear profile photo and correct personal details (your name should match your payout account name).

A: Recommended equipment includes:

• Helmet: Mandatory for motorbike riders; ensure it fits properly and is worn correctly on every trip.
• Reflective vest/jacket: Strongly recommended for visibility (especially evenings/rain).
• Delivery bag/box: Insulated bag for food; secure box/bag for parcels to prevent damage and spills.
• Phone mount + charger/power bank: Helps with navigation and staying online throughout your shift.
• Basic hygiene: Clean hands, clean bag/box, and neat appearance (especially for food deliveries).
• Rain and emergency basics: Raincoat/poncho and a small first-aid kit are recommended.

A: To receive requests, navigate, and complete trips successfully, you typically need:

• GPS/location: Location services must be enabled so trips can be assigned and tracked (allow the app location permission as required).
• Data & airtime: Reliable internet for receiving requests and contacting customers/vendors.
• Battery: Keep your phone charged during shifts; carry a charger or power bank.
• Notifications: Enable notifications so you don’t miss requests, messages, and support updates.
• App updates: Update the app regularly for the latest features, security updates, and fixes.

A: To deliver on Yendrop, you must meet basic legal, account, and conduct requirements. These help protect you, customers, vendors and the platform.

• Age: 18+ (or the minimum legal age in your operating area).
• Smartphone: Android/iOS smartphone with GPS, reliable internet/data, and a working phone number.
• Payments: Active Mobile Money (or bank) account in your name for payouts.
• Verification: Completion of onboarding and any required document/identity checks.
• Professional conduct: Polite communication, safe riding/driving, and careful handling of items.
• Reliability: Going online regularly, accepting trips you can complete, and completing accepted trips helps maintain good standing on the platform.

A: Typical onboarding steps include:

1. Registration: Create an account and enter your details.
2. Document upload: Submit ID/licence/vehicle documents as required for your vehicle type.
3. Verification review: The team checks your documents and profile. You may be asked to correct unclear photos or mismatched details.
4. Training/onboarding: You review service standards, safety rules, and how to use the rider app.
5. Payout setup: Add Mobile Money/bank details (names must match your verified identity).
6. Activation: Once approved, you can go online and start receiving requests.

A: To reduce verification delays:

• Make sure your name and date of birth match across ID, licence, and payout account.
• Use a clear profile photo (no filters; face visible; plain background recommended).
• Respond quickly if support requests a correction or additional document.
• Take document photos in good lighting (avoid glare); make sure all corners are visible and text is readable.
• Upload valid (not expired) documents that match your selected vehicle type.
• Use the same legal name across your profile, ID, and payout account to prevent verification or payout holds.
• Double-check your phone number and payout details before submitting.
• If you are asked to re-upload, do it quickly and correct only what is requested (for faster review).

A: Delivery partners are expected to act professionally on every trip. Head to the pickup location immediately after accepting a request and avoid unnecessary stops. If there is any delay, communicate early and clearly with the customer or vendor through the app. Maintain good personal hygiene and a neat appearance, and keep delivery bags or boxes clean and odor‑free. Always respect customer instructions, including gate or security rules, drop‑off notes, and calling preferences, as long as it is safe to do so. Handle all items with care, avoid shaking, tilting, or stacking packages in ways that could cause damage or spillage. Do not request any extra fees or payments outside the app price, except for approved Cash‑on‑Delivery collections where applicable. Treat all customers and vendors with respect at all times; discrimination or harassment is not tolerated. If you encounter any unsafe or uncomfortable situation, report it to support immediately.

Here are quick message templates and key etiquette reminders:

• Running late (to customer): “Hello, this is your Yendrop rider. I’m on the way, but there is a short delay due to traffic. I will arrive as soon as possible.”
• Order not ready (to customer): “Hi, I’m at the pickup location. The order is still being prepared; I’ll update you once I have it.”
• Can’t find the address (to customer): “Hi, I’m near your location. Please share a landmark or confirm the gate/entrance so I can reach you quickly.”
• Customer unreachable (first message): “Hi, I’m at your drop-off point. Please call/message me so I can hand over your order and complete delivery.”
• Destination change request: “For safety and correct pricing, I can only deliver to the address in the app. Please update the destination in the app or contact support for help.”

A: Proof of Delivery (POD) is the confirmation step required to show the order was handed to the correct recipient. Follow the required POD method shown in the app (PIN/OTP, photo, signature, or confirmation) and do not mark an order delivered until POD is completed correctly.

• Confirm the recipient: Deliver to the customer (or an approved recipient) at the correct address.
• Do not leave items unattended unless the customer confirms and policy allows it.
• Photos (if required): Ensure the photo clearly shows the delivered package (avoid photographing faces or sensitive personal information).
• POD problems: If the customer cannot provide the PIN/OTP, follow the in-app help steps or contact support, do not guess or reuse codes.

A: Performance affects customer satisfaction and can impact your access to requests. Key points:

• Customer ratings: Customers may rate deliveries based on punctuality, professionalism, and item handling.
• Completion and cancellation behavior: Frequent cancellations (especially after pickup) can reduce access to requests and may trigger account review.
• Timeliness: Late arrivals and long unexplained delays can lead to complaints and lower ratings.
• Service incidents: Reports of tampering, fraud, harassment, or unsafe riding/driving can result in suspension or deactivation.
• Keep your profile accurate: Always use your verified account, correct phone number, and correct payout details.

A: Follow the in-app flow so the system records what happened. General guidance:

• Before pickup: If you must cancel, use the in-app cancellation option and select the correct reason.
• After pickup: Do not cancel privately with the customer. Report the issue in-app and contact support for the correct next step.
• Customer unreachable or wrong address: Follow the in-app timer/steps. If the trip becomes a failed delivery, the app/support will provide return or disposal instructions (depending on order type and policy).
• Returns: If a return is required, follow the in-app route and instructions. Keep the item secure and do not tamper.
• Refund questions: Riders should not promise refunds. Direct customers to in-app support for refund/complaint handling.

A: Your earnings and payouts are shown in the app. Common points riders ask about include:

• Can earnings change after a trip? Sometimes. Verified issues such as cancellations after pickup, returns, wrong trip details, or fraud checks may trigger adjustments based on policy.
• Do I pay any fees? Yendrop does not charge riders platform/service fees. However, payout/withdrawal fees may apply depending on your payout method (for example, Mobile Money or bank transfer charges). Any applicable charges are typically shown in your payout/withdrawal breakdown in the app.
• Should I ask for tips? No. Tips are optional. Provide good service and let the customer decide; never pressure a customer for a tip.
• How do promotions work? When available, promotions/incentives are displayed in-app with clear rules (time window, trip count, zones). Always follow the stated requirements.
• What costs should I plan for? Fuel/maintenance, data/airtime, and basic gear (helmet, reflective vest, insulated bag) are common costs for partners.

(How earnings are calculated):

• Delivery fee: Calculated using factors such as distance, estimated time, delivery type (food/electronics/parcels/express/scheduled), and local demand.
• Wait time: In some cases, long vendor wait times may be handled through in-app rules or adjustments.
• Incentives/promotions: Peak-hour, campaign, or milestone incentives may be offered and shown in the app.
• Tips: Customers may add tips; tips are recorded in the app.
• Adjustments: Earnings may be adjusted for verified issues (e.g., cancellations after pickup, returns, incorrect order details, fraud checks), according to policy.

A (Payouts and payment methods):

• Payout method: Mobile Money or bank transfer (depending on your area and account setup).
• Instant payout: Access fast payout options to receive earnings quickly after completing deliveries (depending on availability and payout method).
• Tracking: View trip history, earnings breakdown, and payout status in the app.
• If a payout fails: Confirm your account details, ensure your name matches your ID, and contact support with the payout reference if the issue continues.

A: Always prioritize safety, obey traffic laws, and follow in-app processes. Key standards include:

• Prioritize your safety first: If you feel unsafe, leave the area immediately and move to a public, well‑lit place.
• Use emergency services when needed: If there is an active threat, accident with injuries, or suspected crime, contact local emergency services first.
• Then report in-app/contact support: Share the trip ID, location, and what happened so the incident is recorded and the next steps can be guided properly.
• Do not escalate conflicts: Avoid arguing with customers/vendors. Step away, stay calm, and report the issue.

A (Road safety):

• Follow traffic laws: Obey speed limits, traffic lights, and road signs.
• No phone use while moving: Pull over safely before calling/messaging or adjusting navigation.
• Wear protective gear: Helmet is mandatory for riders; reflective gear is recommended.
• Ride/drive defensively: Keep safe distance, watch blind spots, and be extra careful in rain or at night.

A (Pickup standards):

• Arrive promptly: Head to the pickup location immediately after accepting.
• Confirm the order: Verify order number/name and item count before leaving.
• Check packaging: Ensure liquids are sealed; ask the vendor to re-pack if there is a risk of spilling.
• Be respectful: Follow vendor pickup instructions and queue rules.

A (Drop-off standards):

• Communicate clearly: Call/message if you are delayed or cannot find the address.
• Confirm delivery: Use the required proof of delivery (PIN/photo/signature) where enabled.
• Do not leave orders unattended: Unless the customer confirms in-app/phone and policy allows it.
• Professional conduct: Be polite and calm; report disputes to support instead of arguing.

A (Handling food and parcels):

• Keep food upright and secure: Use an insulated bag/box; avoid rough riding.
• Protect fragile items: Do not stack heavy items on top of fragile parcels.
• Keep items clean and dry: Shield them from rain/dust; avoid placing items directly on the ground.
• Do not tamper: Never open sealed packages or consume items.

A (Fraud prevention and security):

• Use only in-app communication: Avoid moving transactions to personal channels.
• Never share OTP/PIN: Do not share verification codes with anyone.
• Match names/details: Confirm pickup and drop-off details as shown in the app.
• Report suspicious activity: If an order seems unsafe or fraudulent, contact support immediately.

A (Accidents, breakdowns, and emergencies):

• If you have an accident: Prioritize safety, seek medical help if needed, and notify support as soon as possible.
• If your vehicle breaks down: Pull over safely, pause requests, and contact support for instructions if you have already picked up an order.
• If you feel threatened: Leave the area and contact local emergency services like the Police, first, if necessary, then inform support.

A: The app is your main tool for receiving requests, navigating, communicating, getting help, and confirming completion. Key basics:

• Online/Offline: When online, you can receive requests; when offline, you will not receive new requests.
• Request timer: Requests typically must be accepted within a short time window. If you miss it, it may go to another partner.
• Trip milestones: Follow the in-app steps in order (for example: arrive at pickup → confirm pickup → navigate to drop-off → complete proof of delivery → mark delivered).
• Navigation: Use GPS guidance but always confirm you are going to the correct place shown in the app (name, landmark notes).
• Notifications: Keep notifications enabled so you don’t miss requests, customer messages, and support updates.
• Support in the app: Use in-app help to report issues (wrong address, customer unreachable, accident, item problem) so it is recorded properly.

A (Typical delivery workflow):

1. Go online and wait for a request.
2. Review and accept the request (pickup, drop-off, distance, item notes).
3. Navigate to pickup and confirm collection in the app.
4. Navigate to drop-off and communicate if needed.
5. Complete proof of delivery (PIN/photo/signature) and mark delivered.
6. Check earnings in your trip history.

A: Use in-app help whenever possible so the trip is recorded correctly. Do stay professional and keep the item secure. Don’t accept side payments, don’t change destinations off-app, and don’t mark delivered unless you have handed over the item and completed POD.

(Customer unreachable):

Call/message in the app, wait the required time window, then report “Customer Unreachable” in-app so the next step is recorded properly.

(Wrong address or destination change request):

Confirm the correct location in-app. If the destination must change, follow the in-app process (do not agree to off-app changes). If you cannot resolve it quickly, report “Wrong Address” and contact support.

• Not ready at pickup: Wait only as guided by the app; update status and contact support if the delay is long.
• Wrong/missing items: Ask the vendor to correct before you leave; if already on the way, report in-app immediately.
• Damage/spillage: Stop safely, report in-app, and follow support instructions.
• Vendor closed or cannot fulfil: Report in-app and contact support for cancellation/next steps.

(Payment issues):

Always confirm payment status in the app. If anything does not match what the customer says, pause and contact support before completing the delivery.

• Customer says they already paid: Confirm payment status in the app. If it does not match, contact support before completing delivery.
• Cash-on-delivery short payment: Collect only the amount shown in-app; if the customer cannot pay in full, report in-app and contact support.
• Mobile Money delay: Wait for confirmation as required by policy; do not mark delivered until payment is confirmed.

A: Do not transport illegal, unsafe, or restricted items. If an item seems suspicious, unsafe, or does not match what is described in the app, do not pick it up. Decline/cancel using the correct in-app reason and contact support.

• Illegal drugs or controlled substances.
• Weapons, ammunition, or weapon parts.
• Explosives, fireworks, fuel, corrosives, chemicals, or other hazardous materials.
• Stolen goods or suspicious packages with unclear contents.
• Any item restricted by local law or by Yendrop policy.
• Cash, gift cards, or high‑value items if prohibited by policy for safety reasons.
• Live animals.
• Items that are leaking, unsealed liquids, or unsafe packaging that could spill and cause harm.
• Any package you suspect is illegal, unsafe, or does not match what is described in the app.

If you are unsure: Do not pick up the item. Cancel/decline using the correct in‑app reason and contact support for guidance.

A: Follow platform rules to protect yourself and others. Key expectations include safety, professionalism, privacy, and using the in-app process for every trip (no side payments or off-app changes).

• Prohibited or restricted items: Do not transport illegal items, weapons, hazardous materials, or any items restricted by law or Yendrop policy. If an item seems unsafe or illegal, decline and contact support.
• No tampering: Do not open sealed packages, consume items, or alter packaging.
• Cancellations, returns, and failed deliveries: Always follow in-app steps. If you have already picked up an order and a cancellation occurs, do not negotiate privately, report it in-app and wait for guidance.
• Cash handling (if Cash-on-Delivery is offered): Collect only the amount shown in the app, do not change prices, and follow the app’s confirmation steps. Keep records if instructed.
• Privacy: Customer phone numbers, addresses, and order details must be used only for completing the delivery.
• Respect and professionalism: No harassment, intimidation, or discriminatory behavior toward customers, vendors, or other riders.
• Performance and reliability: Excessive late arrivals, frequent cancellations after acceptance, or repeated complaints may affect your access to requests.
• Account actions: Safety violations, fraud, theft, harassment, or repeated policy breaches may lead to temporary suspension or deactivation.

A: First, confirm you are at the correct pickup point and share the order number/name with the vendor. If the order is delayed, update the customer in-app (if messaging is available) and follow any in-app wait-time guidance. If the delay becomes excessive, use in-app help or contact support so the situation is recorded and the correct next step (continue waiting, reassignment, or cancellation) can be applied.

• Confirm the order reference (name/order number) and the item count (number of packages).
• Wait only as long as is reasonable and/or guided by the app; avoid cancelling late after a long wait if you can resolve it early.
• If you must cancel, use the correct in-app reason (e.g., “Order not ready”/“Vendor delay”).

• POD (Proof of Delivery): The required confirmation step to prove a delivery was completed (for example: PIN/OTP, photo, signature).
• PIN/OTP: A one-time code used to confirm the correct handover at drop-off.
• COD (Cash on Delivery): A payment method where the recipient pays at drop-off (only if enabled for the order).
• Cancellation: Ending a trip before it is completed. Always cancel using the in-app option with the correct reason.
• Return: Bringing an item back to the sender/vendor when a delivery cannot be completed and policy requires it.
• Incentive/Promotion: A temporary earning opportunity with specific rules (such as peak hours or trip milestones), shown in the app when available.
• Deactivation: Loss of access to the platform due to serious or repeated policy/safety violations.