Deliveroo has apologised to riders after a “glitch” meant they were denied due tips for close to two weeks.
It is understood the glitch meant the aggregator app’s couriers did not receive any tips given by customers post-delivery rather than in advance, for nearly a fortnight last month.
“Our tipping system is working as normal following a temporary glitch last month,” a Deliveroo spokeswoman told The Grocer.
In a communication from Deliveroo to riders seen by The Grocer, the company said a “payment issue” meant some riders were not “getting their tips paid”.
Deliveroo said the glitch was fixed on the same day it became aware of the issue and tips were reimbursed in full the following day.
“We sincerely apologise to riders who were impacted by this and can confirm all owed tips were paid in full, swiftly after the issue was identified,” the spokeswoman added.
On online forums, riders vented their frustration at the incident.
“We should get the tips plus interest at least and compensation this company rips the piss out of their delivery people at every opportunity,” one said.
Another posted: “It might have been a glitch but they have taken far too long to identify and inform us of it. Doesn’t do a lot for riders’ trust and confidence in Deliveroo.”
The vanishing of post-delivery tips appears to have been first exposed by a rider posting on Reddit.
They claim to have placed an order on the app as a customer, then turned on the rider app and accepted their own order to collect. After it had been delivered, they tipped themselves.
“As of now I have still not got the tip. Never believed they stole them but now I have proof,” they wrote.
Deliveroo’s communication to riders came several days later.
Tips are important to aggregator app riders, given the relatively low per-delivery rates they can earn working on the apps.
Research last year by Rodeo – which enables riders to track earnings across multiple apps and see what days, times and areas are providing the best pay – found restaurant orders paid 25p per minute and with an average tip (when received) of £2.40.
Grocery orders paid 28p per minute and got an average tip of £2.80, according to Rodeo.
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