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.

Your standing.

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	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.

A job somebody else cancelled is not counted against you

Jobs finished counts only the jobs you were in a position to finish. A job that ended in a cancellation is left out of the sum entirely — not counted as finished, and not counted as unfinished either.

That covers every way a job gets cancelled, because none of them is yours: the restaurant reassigning the job to another courier, the restaurant cancelling the delivery, the customer cancelling the order, and the restaurant getting the order to the customer some other way. You have no button that cancels a job, so none of these can be your doing.

A reported failure is different — that job stays in the sum, and it counts as not finished. Being right about why a delivery failed is not the same as having delivered it.

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

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”

A pause is the mildest thing that can happen to you. It stops offers for a while and counts towards nothing. It is recorded in your standing history, with its reason, like everything else — but no human raised it, no human lifts it, and it brings no suspension closer.

Two reasons:

Reason the screen gives	What actually triggered it
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

A third reason was removed

There used to be a pause called “You dropped several jobs after accepting them”. It counted jobs that were assigned to you and then cancelled — and you cannot cancel a job. Your only reports are at the restaurant, arrived, delivered and report a problem; every route to a cancellation belongs to somebody else. So it could land on a courier who had done nothing at all, and it has been removed rather than reworded.

A pause here can only ever count something you did.

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.

The end time is the only thing that ends it. Fixing the cause does not cut a pause short: hand the cash in and the current pause still runs to the time on the screen. What settling changes is the next one — the cause is re-checked after a pause expires, and an unfixed cause simply starts another. So fix it, then wait.

“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. There are two lines, and they are independent — either one on its own is enough:

• Completion. Too many accepted jobs went undelivered, measured once you have taken enough jobs for the figure to mean anything.
• A pattern across restaurants. Enough different restaurants independently reported negatives about you inside the window. One angry restaurant is not this; several unrelated ones is. Negatives the platform’s own records contradict are discounted and do not count here.

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

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

There is no way to withdraw an appeal once sent. An appeal ends by being upheld or overturned, or it stays open — those are the only outcomes a reviewer can give it.

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

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

• 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 is one of the two measures that lead to suspension on their own — the other is negatives from several different restaurants, which is why the last item on this list is not an afterthought.
• 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

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 the jobs you finished, over the recent window, out of the jobs you were in a position to finish. Cancellations are left out of the sum altogether. Reported failures are not — they count as not finished, because 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.

Next

• Shifts, offers and jobs
• Cash on delivery