Grubhub delivery partner

Pickup at the restaurant

• Hi, I'm picking up for Grubhub — order for [name]? — Your opening line at almost every pickup. Say 'Grubhub' and the customer's name so the staff can find the right bag fast. Naming the order avoids you walking off with someone else's food, which is a violation.
• Not ready yet — five more minutes. — The staff telling you the food isn't done. 'Five more minutes' is an estimate, not a promise. A calm 'No problem, I'll wait' keeps the relationship good — you'll be back at this restaurant many times.
• The app says this order is ready — is it almost done? — Use this when Grubhub marked the order ready but nothing's on the shelf. Ask politely, don't accuse. Sometimes the restaurant taps 'ready' early to stop the timer; a friendly check gets you a real answer.
• Is this the whole order, or is something still coming? — Confirm you're taking everything — drinks, sides, and extra bags are easy to leave behind. A missing item at the door becomes your low rating, so it's worth ten seconds to check before you leave.
• Could I get a drink carrier, please? — A small, normal request so cups don't tip over in your car. Spilled drinks mean a remake, a wait, or a bad rating — a carrier is worth asking for every time you have drinks.
• Here you go — have a good one. — The staff handing you the bag. A quick 'Thanks, you too' keeps things warm. Then check the name on the receipt matches your order before you walk out the door.
• I'll wait over here — just let me know. — Say this for a not-ready order so you're out of the staff's way but still visible. Standing quietly to the side beats hovering at the counter, and staff will wave you over the moment it's up.

Finding the address & contacting the customer

• Hi, this is your Grubhub driver — I'm having trouble finding your place. — Your opener when the address is confusing. Identify yourself as the Grubhub driver first so the customer knows it's not spam, then explain the problem simply.
• What's the gate code? I can't get in. — For a gated complex with no code in the notes. Read the delivery notes FIRST — customers often leave a gate code, a building number, or a drop spot there before you even arrive.
• Which building or unit are you in? — Big apartment complexes rarely show unit numbers from the street. Asking directly — 'which building, which unit?' — gets you to the right door instead of wandering the lot.
• I want to double-check the address — the app is showing a very long drive. — 🔴 Say this when the route looks far too long. Grubhub's app can glitch on a zip code and send you 40+ miles the wrong way. Confirm the real address with the customer BEFORE you drive — it can save you a wasted trip you won't be paid for.
• That's not right — let me check the app. — The customer realizing the address is wrong. This is exactly why you asked first. Wait for their correct address before you start driving.
• Are you at the front door or a side entrance? — Houses and duplexes often have a back or side door the customer actually uses. One question saves you knocking at a door nobody hears.
• I'm about two minutes away. — A quick heads-up text so the customer is ready, especially for a hand-it-to-me order or hot food. Short and friendly; you don't need to call unless something's wrong.

Contactless drop-off & the delivery code

• Leave at the door / Hand it to me — The delivery notes tell you which the customer wants. 'Leave at the door' = set it down and take a photo; 'Hand it to me' = give it to them in person. Follow the one they chose — guessing wrong is an easy way to lose a star.
• I have your Grubhub order — could you give me the code on your screen? — 🔴 Some orders need a 2-digit confirmation code the customer reads from their app. You enter it (or they read it) to confirm the handoff. Ask calmly; the code is on their order screen, and without it the app won't let you complete the drop.
• It's the two digits at the top of your order in the app. — Say this when the customer can't find their code. Point them to their Grubhub order screen — the two digits are right there. A quick pointer beats a long wait at the door.
• I'll leave it at the door and send a photo. — For a leave-at-the-door order, set the bag down neatly and take a photo as proof of delivery. Frame the door or the unit number in the shot, not just the bag.
• Should I ring the bell or knock? — A small courtesy that matches the customer's home — some have a sleeping baby or a dog. If the notes say 'don't ring,' follow that; otherwise a light knock and a text works.
• Your Grubhub order is at the door — enjoy! — A friendly closing text after a contactless drop. Warm, short, and it tells the customer the food is there so it doesn't sit and get cold.
• Sorry for the wait on the code — you're all set now. — The 2-digit code can add friction, and customers sometimes fumble for it. A light, patient line keeps the handoff pleasant even when the app slows you both down.

Offers, scheduled blocks & alcohol

• Let me read the offer before I accept. — Every Grubhub offer shows the pay and the distance before you accept. Take the two seconds to read both — a low-pay, long-distance offer costs you more in gas than it pays. Reading first is how you protect your earnings.
• This one's too far for the pay — I'll pass. — You can decline an offer that doesn't make sense, like a long drive for very little money. Declining is allowed; just know that on a scheduled block, declining too many can affect your contribution-pay guarantee (below).
• I'm working a scheduled block right now. — A scheduled block is a time slot you reserve in the Driver app. Grubhub's contribution pay — a minimum-earnings floor for your market — only applies during a block AND if you accept most of the offers you're sent.
• I keep my acceptance up so I don't lose the guarantee. — 🔴 The contribution-pay floor is gated: you must be on a scheduled block AND meet the Offer Commitment Rate (accept a high enough share of offers). Cherry-pick too hard and you lose the guarantee and future block priority. It's a real trade-off.
• This order has alcohol, so I'll need to check your ID. — 🔴 In select markets, delivery partners 21+ may get orders with alcohol. At the door you must check the customer's ID — they have to be 21 or older. Set the expectation before handing anything over.
• I'm sorry, I can't hand over the alcohol without a valid ID. — If the person is under 21, has no valid ID, or seems intoxicated, you refuse the alcohol. Never leave alcohol at the door and never hand it to a minor — this is the law, not just a Grubhub rule.
• Could I see a photo ID, please? You have to be 21. — The polite, direct way to ask at an alcohol drop. Most customers expect it. A driver's license or state ID works; the name and the age are what you're checking.

Ratings, violations, deactivation & support

• I got a violation notice — what exactly did I do wrong? — Grubhub account violations are behaviors tied to fraud or broken promises — like not delivering an accepted order, or falsifying progress. You get a notification for each one. Read it carefully so you know what to fix and don't repeat it.
• Three violations and my account gets blocked. — 🔴 The official mechanics: if 3 violations occur, your account is blocked. Violations expire and drop off your account after 90 days. Knowing the count and the 90-day window helps you understand exactly where you stand.
• I always use my insulated bag now. — Some markets enforce an insulated-bag rule, and drivers have been flagged for not using one. Keeping the food hot is both a rule and a rating-saver — make the bag a habit, not an afterthought.
• I didn't break the rules — here's what actually happened. — If you believe a violation is wrong, state your side plainly and factually. Dispute paths can be limited on Grubhub, but a clear, calm account of what happened is always your best case.
• I need to reach Grubhub driver support. — Contact support through the Driver app or driver-support.grubhub.com. Keep your messages factual and save what you're told — a written record helps if the same issue comes up again.
• Can you confirm that in writing, please? — When support tells you something important, ask them to put it in the chat or in writing. Your own record of what was said is worth keeping in case you need it later.
• My tip dropped after I delivered — is that normal? — A tip shown up front can sometimes be lowered after delivery. You can't control it, and a clean, fast, friendly delivery is your best long-term answer. Don't let one lowered tip change how you treat the next customer.

Staying safe: on the road & at the door

• 911, what's your emergency? — The first thing the 911 dispatcher says when you call. Don't wait for a perfect sentence — answer in a few plain words: 'There's been a car accident.' If you freeze or hang up, help isn't sent. Speaking slowly and clearly matters more than grammar.
• There's been an accident. No one's hurt. — Use this when you've crashed but everyone is okay. Say the situation first, then the injury status — the dispatcher needs both. If you skip 'No one's hurt,' they may send an ambulance you don't need. Keep it short and factual; don't apologize or explain who caused it.
• Someone's hurt — we need an ambulance. — Use this the moment anyone is injured — you, another driver, or a pedestrian. You drive short legs all day, so a crash is a real risk. This is the most important line: if someone is hurt, calling 911 comes before photos, before the app, before everything. Don't move an injured person.
• What's your location? — The dispatcher asks so responders can find you. Read a street address, a restaurant or store name, or two cross streets. If you don't know, say what you see — a business sign, a highway exit number. Don't just name the neighborhood.
• I need emergency help — I'm using Safety Services in the app. — 🔴 Grubhub's Driver app has Safety Services (tap the SOS icon at the top of the screen when you're toggled on). It connects you to help through RapidSOS, Grubhub's safety partner. For any life-threatening emergency, calling 911 directly from your phone always works too.
• I'm swiping for 911 in the app. — 🔴 On the Safety Services page, the '911 slider' ('Swipe for 911') connects you to a 911 operator, and through RapidSOS your name, phone number, and location are shared with responders. Use it when you can't easily dial — but a direct 911 call is always fine.
• I don't feel safe — I'm calling a safety agent. — 🔴 Safety Services also offers a Safety Agent Call — a live RapidSOS safety agent, available 24/7 and free to use, who can stay with you through an unsafe or anxious moment and relay information to first responders if needed. Use the Safety Agent Text option when you can't speak.
• This address doesn't feel safe — I'm leaving. — Trust your gut. If a delivery or an area feels unsafe, you can leave. Grubhub also has a 'Take a pause' feature for when you feel unsafe or tired. No order is worth your safety.
• Can I get your insurance and license, please? — Say this to the other driver after a crash to swap details — you both need each other's insurance to file a claim. It's a normal step, not an accusation. If they refuse or try to leave, note the license plate and let the police handle it.
• Are you okay? — The other driver or a bystander asking if you're hurt — not an admission of fault, not a trick. Answer honestly: 'I'm okay' or 'I think I'm hurt.' If you're shaken, 'Give me a second' is fine. Don't answer 'It was your fault.'
• I'm going to take some photos for the record. — Say this before photographing so others know you're documenting, not being aggressive. Photograph the vehicles, the damage, the plates, and the whole scene. Do this only after everyone is safe and 911 has been called if anyone's hurt.
• License and registration, please. — A police officer says this at a stop. Safest response: keep your hands where the officer can see them, say where the documents are before reaching ('It's in the glove box'), then hand them over. Stay calm, don't argue, don't reach suddenly. You can mention you deliver for Grubhub — but comply first, explain second.
• It's not safe to drive in this — I'm pausing until it clears. — In ice, snow, flooding, or extreme heat, stop and pause for your own safety — no delivery is worth a crash. Grubhub may also pause your market for inclement weather. State it plainly and don't push through hoping it improves.
• Sorry, could you say that again? — Your single most important line under stress. When a 911 dispatcher, a police officer, or a safety agent speaks fast and your mind goes blank, this buys a repeat without panic — native speakers use it too. You can also say 'Slower, please.' Never pretend you understood and guess; in an emergency a wrong answer sends help to the wrong place. Ask again, every time you need to.