Your standing and appeals
My standing is your record and what it is based on. It is the screen to open when offers stop arriving.
How you are doing
Section titled “How you are doing”A band — Excellent, Good, Fair, Needs work, or Getting started — and the numbers behind it:
| Measure | What it counts |
|---|---|
| Jobs finished after accepting | How often you finish what you take |
| Delivered on time | Deliveries inside the expected time |
| Collected on time | Reaching the restaurant promptly |
| Offers accepted | How often you accept what you are offered |
| Deliveries all time | Your lifetime total |
The first four are measured over a recent window, not forever. A bad week matters and then stops mattering; the screen says which window it is using.
A measure the system cannot calculate says Not measured yet rather than showing zero. Nothing is invented.
If you are new
Section titled “If you are new”You will see Getting started, and “You are new. Your standing settles once you have completed a few more deliveries.”
That is not a low score. A new courier and a poor courier are different things, and the app says so rather than showing you a number built from three jobs.
Restaurant feedback
Section titled “Restaurant feedback”How many positive and negative ratings you have, and the reasons behind the negatives — collected late, delivered late, food mishandled, no thermal bag, and so on.
Two rules:
You never learn which restaurant said what. Only totals and reasons. That anonymity is what makes honest feedback possible at all.
Some negatives are discounted. If a complaint disagrees with the platform’s own records, it is set aside and shown as discounted. You are not judged on a complaint the evidence contradicts.
“Offers are paused”
Section titled ““Offers are paused””A pause is the mildest thing that can happen to you. It stops offers for a while and nothing is recorded against your account.
Three reasons:
| Reason | What triggered it |
|---|---|
| You dropped several jobs after accepting them | Cancelling repeatedly in a short window |
| Several offers ran out without an answer | Letting fresh offers expire repeatedly |
| Cash from a delivery has not been confirmed yet | Unsettled cash on delivery |
The screen shows the reason and when it ends. It says: “This lifts by itself. Nobody has to approve it.” That is literally true — there is nobody to ask and nothing to appeal. Wait, or settle the cash.
“Your account is suspended”
Section titled ““Your account is suspended””Different and more serious. A suspension stops you working until it is resolved.
Automatic suspensions happen when a clear line is crossed:
- Too many accepted jobs went undelivered
- Several restaurants reported the same problems
These can be appealed in the app.
Sitora decisions — fraud, safety, forged documents — are made by people, and the screen says “Contact support about this decision.” There is no form for these, deliberately: that conversation belongs with a person.
Appealing
Section titled “Appealing”If your suspension is appealable, the screen offers it: “Tell us what happened. A person will read this.”
Write what happened. Be specific — dates, order numbers, what actually occurred. A person reads it.
One appeal at a time. While yours is open you will see its state:
| State | Meaning |
|---|---|
| Your appeal is being reviewed | With a reviewer |
| We need more from you | A question, with a reply box |
| Your appeal was not accepted | Upheld — the suspension stands |
| Your appeal was accepted | Overturned |
| You withdrew this appeal | Closed by you |
If more information is requested, the question appears with a box to answer it. Answer that question specifically — it is the fastest route to a decision.
If your appeal is accepted
Section titled “If your appeal is accepted”Your account returns to the requirements checklist rather than straight back to active. That is not a second punishment: while you were suspended a document or the terms version may have lapsed, and the checklist catches it. Clear anything outstanding and you are working again.
Keeping your standing healthy
Section titled “Keeping your standing healthy”- End your shift when you stop. Offers that expire because you are not looking are the easiest problem to avoid.
- Decline rather than ignore. A decline is neutral. An expiry is not.
- Finish what you accept. Completion rate is the measure that leads to suspension; nothing else does on its own.
- Report problems honestly and immediately. A reported failure is a fact. An unreported one is an abandoned job.
- Hand cash in the same day.
- Use a decent thermal bag. It is the negative reason most within your control.
- Work for more than one restaurant. One restaurant’s bad month should not be your bad month.
Day-to-day recipes
Section titled “Day-to-day recipes”Offers stopped arriving. Open this screen. In order: are you on shift, are your offers paused, are you suspended, does the requirements list have an outstanding item.
My completion rate looks wrong. It counts jobs finished after accepting, over the recent window. Reported failures still count as not finished — being right about why is not the same as having delivered.
A restaurant rated me unfairly. You cannot contest a single rating, and you cannot see who left it. If it disagrees with the platform’s records it is discounted automatically. Consistent unfairness shows up as a pattern; a suspension built on one is appealable.
I was suspended and I do not understand why. The reason is on this screen. If it is appealable, appeal and explain. If it says contact support, contact support.