What should I do if the order is not ready or missing at the restaurant?

A few things to keep in mind for a restaurant that doesn’t have the order:

1. Make sure they’re looking for a Grubhub order. Some restaurants work with different services and may get confused. 
2. If a restaurant is using a Grubhub tablet, ask them if they’re logged into the Basic version of the tablet. Restaurants cannot and will not get orders if they are logged into the Admin account.
3. Close out your Grubhub for Drivers app and reopen. Some orders are transmitted based on your location.

Follow these steps in the Grubhub for Drivers app if the order is not ready when you arrive at the restaurant:

If you are at the restaurant location, be sure you have tapped Arrived from the Order screen. Then tap There's a problem at the bottom.

Select Order is not ready from the list and choose the answers that best fit the situation. Then tap Submit.

Once the responses have been submitted you may then choose wait for the order or reject it. 

Please Note: Rejecting an offer after accepting it will impact your acceptance rate. 

Follow these steps in the Grubhub for Drivers app if the order is missing when you arrive at the restaurant:

If you are at the restaurant location, be sure you have tapped Arrived from the Order screen. Then tap There's a problem at the bottom.

Select Order is missing from the list and then show the order details(Merchant name, Order #, Number of items) to the merchant to see if it matches an order in their system. If the order is still missing, tap Order still missing at the bottom. 

Select Restaurant did not receive order from the list of options and finally select Cancel order at the bottom and Grubhub will contact the customer.

Please note: Falsely reporting missing orders may result in penalties to your account and even the termination of your Grubhub contract under Grubhub's Fraudulent Use Policy.