What to do if food or items are damaged during delivery

Despite your best efforts, items can sometimes get damaged during transit. Whether it's a spilled drink or a crushed package, here's how to handle the situation properly.

If you notice damage before delivery

If you realize food has spilled, a container has opened, or items are visibly damaged while you're still en route, do not attempt to fix or replace the items yourself. Tap Report Issue > Order Damaged in the app. GoRoute support will advise you on whether to continue the delivery or return the order. Take a photo of the damage for your records.

If the customer reports damage

Sometimes the customer notices an issue after you've delivered. In these cases, GoRoute handles the resolution directly with the customer — they may receive a refund or credit. This process is managed through the customer app and does not require any action from you. You will not be charged or penalized unless there's evidence of negligence.

Avoiding common causes of damage

• Use your insulated bag: Always place orders inside your delivery bag. It keeps food at the right temperature and prevents sliding and tipping.
• Keep drinks upright: Place drink carriers on a flat surface in your vehicle. Some couriers use a small box or crate to keep them stable.
• Drive carefully: Avoid hard braking and sharp turns, especially with soup, beverages, or other liquid items.
• Separate hot and cold: If an order includes both hot food and cold drinks or ice cream, keep them in separate compartments to prevent temperature transfer.
• Secure bags in your vehicle: Place bags on the floor of the passenger seat or in a secure spot in your trunk — not on the seat where they can slide off.

Your responsibility

GoRoute understands that some damage is unavoidable. You won't face consequences for occasional issues. However, if you receive repeated reports of damaged deliveries, GoRoute may reach out to discuss best practices and ensure you have the right equipment.