Fraudulent Use Policy and Understanding Account Violations

Grubhub has updated it's fraud-prevention process to help you understand what violations are and how they work.

A “violation” is a pattern or behavior that’s usually associated with fraud, which is defined as an undesirable behavior that impacts the restaurant or diner.

Through this process, you get a clear roadmap for exactly what behaviors might trigger a violation and how you can get back on the road if a violation occurs.

If a violation occurs, you will receive a notification through the Grubhub for Drivers app and an email. You'll have a chance to review and acknowledge the violation via the app. If 3 violations occur, your account will be blocked and you won’t be able to log on to the app. After you have had a violation for 90 days, it will expire and be removed from your account.

Behaviors that Can Lead to an Account Violation

• Unassigned orders - Accepting an order and refusing to complete the delivery, resulting in a delayed or canceled experience for the restaurant and diner
• Marking restaurants as closed when they are not closed - Reporting a restaurant closed within the app despite the restaurant being open and able to take orders. 
• Failing to deliver/delivering orders to the wrong place after pick up - Not completing orders by either dropping orders off in the wrong location or by theft of orders/items. 
• Delaying pickup or drop-off of orders you’ve accepted - Not moving to the restaurant/diner after accepting the order or leaving the restaurant.  
• Overcharged Orders - Buying more items or services, on the Grubhub for Drivers Card, than were ordered by the diner
• Masking/Falsifying location - Hiding or misrepresenting your actual location while available on the app. 
• Falsifying Delivery Progress- Giving incorrect information concerning arrival at a restaurant and order pick-ups and drop-offs.
• Incorrect Photos - Uploading or providing photos that are not of the correct subject or quality in an apparent misrepresentation attempt.
• Canceling Orders Without Cause - Incorrectly canceling orders with cause to falsely earn cancellation pay.

Seattle

In addition, for delivery partners who are making pickups or drop offs in Seattle, cancellation or unassignment of a significant amount of orders “with cause” that are determined to be without cause constitutes fraudulent use and will result in account suspension or termination. If a finding or suspicion of fraudulent use occurs, you will receive a notification through the Grubhub for Drivers app and an email.

If you wish to appeal your blocked account, you may reply to that email within seven (7) days with a detailed explanation, which should include any supporting documents or photos. Any photos must be in a .JPEG or .PNG format. When the review process is complete, we’ll send you an email with the status of your Grubhub account.

By giving you clear guidelines for using the Grubhub platform, we’re improving our fraud-prevention process and creating an environment that protects and empowers Grubhub drivers. And when drivers succeed, the entire Grubhub network succeeds.