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.

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.