Couriers
If your restaurant delivers, couriers apply to work for you, and you decide.
Two independent judgements
Section titled “Two independent judgements”A courier working for you has cleared two separate bars, and it helps to know which is which.
Sitora’s bar is automatic. Before a courier can be offered any work at all, their profile has to satisfy a fixed list: complete details, a verified phone, over eighteen, an identity document, a driving licence where the vehicle needs one, and acceptance of the current courier terms. Nobody at Sitora waves people through — the checks are re-run every time, so a courier whose licence expires stops being eligible without anyone noticing manually.
Your bar is human, and it is the one this screen is about. Sitora cannot see whether someone’s thermal bag is acceptable or whether they look like someone you want at your customers’ doors. You can.
The two are independent in one direction only: you cannot approve a courier Sitora has suspended.
What you see about an applicant
Section titled “What you see about an applicant”Verified by Sitora — what the platform has confirmed: their vehicle, and their verification level.
Reliability — their record: deliveries completed, how often they finish what they accept, and a band from Excellent down to Needs work.
A courier marked New has no meaningful history yet. The app says so plainly rather than showing a low score — a new courier and a bad courier are not the same thing, and treating them the same is how nobody ever gets started.
Approving
Section titled “Approving”Approval requires ticking every item:
- I have seen this person’s ID in person
- Their thermal bag is acceptable
- Their appearance meets our standard
You cannot approve without all three. The screen states the consequence plainly: approving lets this courier take your delivery jobs.
The other actions
Section titled “The other actions”| Action | What it does |
|---|---|
| Reject | Decline the application, with a reason |
| Suspend | Pause an approved courier without ending the relationship |
| Restore | Undo a suspension |
| End engagement | Finish the relationship |
Suspend is the right tool for “not until we have talked”. End engagement is for “not again”.
Your decisions are yours: suspending a courier at your restaurant does not affect their standing on the platform or their work for anyone else. Equally, a platform suspension is not yours to lift.
How a delivery reaches a courier
Section titled “How a delivery reaches a courier”Worth understanding before you judge how well it is working.
Jobs are offered, never assigned. Offers go out in waves to eligible couriers, each with a time limit, and a courier accepts or lets it pass. First acceptance wins.
Consequences:
- A job can go unfilled. That is a dispatcher problem to solve, and it is surfaced rather than hidden. See Dispatcher.
- Acceptance rate is a real number you can see, and a courier who declines everything shows it.
- Nobody is forced. A courier cannot be made to take a job they do not want, which is also why a large approved pool matters more than any single courier.
Feedback and standing
Section titled “Feedback and standing”Your branch rates completed deliveries. Those ratings feed a courier’s standing across the whole platform.
Two rules keep it fair, and they cut both ways:
- A rating is recorded once and cannot be changed. A verdict that can be revised later is one that can be negotiated.
- Couriers never learn which restaurant said what. They see totals and reasons. That is what makes honest negative feedback possible.
Rate honestly and promptly. Careless negatives cost someone their work; unspoken ones cost every other restaurant the same bad experience.
Day-to-day recipes
Section titled “Day-to-day recipes”We need more couriers. Approve more. A single approved courier means deliveries stop the day they are ill.
A courier keeps arriving late. Have your dispatcher report it with the right reason. If it continues, suspend.
A courier we approved is now suspended by Sitora. Nothing for you to do — they cannot be offered your jobs. You cannot lift it; that is between them and Sitora, and there is an appeal route.
A different person turned up. Report it — there is a specific reason for exactly this — and consider ending the engagement. It defeats the identity check you performed.
Cash from a delivery has not been confirmed. Your cashier confirms it. Until then the courier carries outstanding cash, and after a while their offers are paused automatically. That pause is usually a cashier who has not got to it, not a courier who took anything.