Stacked order

Why am I sometimes offered two orders from the same restaurant, and asked to deliver them in the same journey?

Sometimes, two orders from the same restaurant are ready at around the same time, and the customer addresses are near each other. When this happens, Frank offers both orders to one rider. We call this a stacked order.

You could be offered both orders at the same time, or you might be offered the second order in the stack while you’re on your way to the restaurant.

Frank offers you stacked orders so that each customer will get their food in the most reliable and efficient way. This helps us serve more customers, especially when we’re busy.

Sometimes, Frank may decide it’s best to drop off the order that is farthest away first or, it might feel like you pass one customer’s address to get to the next one. This is linked to when the order was placed, how long each item takes to prepare and each customer’s order arrival time. In short, this is so that every order arrives hot and on time.

For you, stacked orders mean you earn more money in less time. They save you time on the road as you only have to go to the restaurant once and make two deliveries.

We know that sometimes, the first order in the stack might be ready for collection and you might have to wait for the second one to be ready.

Of course, we try to make sure stacked orders are ready for you to pick up at the same time. When this doesn’t happen, remember fee per delivery riders can use this feature in the app that lets you:

 

  • See when both orders are expected to be ready,
  • Tell us how long you’ve been waiting.
  • Choose to reject either order in the app, straight away.

Stacked Orders Unassignment

You can also choose to unassign one or both orders in a stack because of a long wait time if one of the orders takes 15 minutes or longer than its ‘Food Ready Estimate’ shown in the app. To do this, please take a screenshot and forward to Customer Service with the order number(s) you would like to unassign. You could refer to this post for more information on stack order unassignments.

You could also fill in the form below if you would like to report restaurants with consistently long wait times.

Report Long Restaurant Wait Time

May 30, 2020

Unassign orders with long wait times

Frequently Asked Questions

Usually, a stacked order will be made up of two orders. If you’re offered a stacked order from an Editions site (a set of delivery-only kitchens), we may offer you more orders in one go.



No. It will be treated as though you have rejected just one order. The acceptance rate has no impact on your statistics and your access to sessions in the booking tool.



If your stacked order consists of an order with a “Food Ready Estimate” time over 15 minutes, you can reach out to our CS to help unassign the order. Please ensure to inform CS of the order number you wish to unassign. Your acceptance rate will not be affected.



Yes, the process is the same as a normal stacked order. If your in-flight stacked order consists of an order with a “Food Ready Estimate” time over 15 minutes, you can reach out to our CS to help unassign the order. Your acceptance rate will not be affected.