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Frequently Asked Questions

JoyRun is the friendlier way to get what you want in your community! We have listed some common questions and answers that you may have. Most questions can be answered by talking to your Runner or Buyer in the Run chat!

Support

If you can’t find an answer in the FAQs below, we’re happy to help. See our support contact info here



Runner FAQs

Who can run on JoyRun?

Runners are people in your community. JoyRun is an open platform that empowers the people on your teams, in your neighborhoods, and in your building to help their neighbors get what they need. To be a runner and start earning rewards, just start a Run. You don’t even have to apply.

Why do I have to spend my own money on Runs?

When you order from one of our partner restaurants, we send orders to them ahead of time. These restaurants are marked as “Community Partners” in the Run chat and when you order from them, you don’t have to spend your own money upfront. With other restaurants, Runners pay at the restaurant and JoyRun reimburses tips and earnings. The cash you fronted will be reimbursed to your debit card or bank account in as little as two hours.

When and how do I get reimbursed?

To make sure you get paid, enter your debit card or bank account information on the Balance Page in the app. After completing the drop-off, Runs take about three hours to process. Payouts from your Run will be processed either overnight with JoyRun QuickPay. If you want to cash out immediately, we offer an instant cashout for a small fee. (Note that a few banks do not support JoyRun QuickPay or JoyRun Instant Cashout. They may take 3 to 5 business days to process.)

How do I get paid?

You’ll get paid your fee, just like you get reimbursed (see above).

How can I keep track of my reimbursements, earnings, and Runs?

Keep track of your reimbursements, Run earnings, and other information on the Usage History Page. You can track your pending balance and amount available for cashout on the Balance Page.

Why is my Run on hold?

Runs can be placed on hold because of buyer complaints or location (meeting spot) errors. We review holds and release them within 24 hours. In the rare case that we need more information, we may need to hold a run a bit longer.

What is an ETA and how does it work?

An ETA is your estimated delivery time window. It’s a good way to set a delivery time expectation with buyers. For example, if you’re picking up food at 5:00 p.m., you may set your delivery ETA at 5:20-5:40 p.m. Some restaurants may require a wider ETA window so make sure you check the distance and estimated time it’ll take you to pick up the food and deliver it. Delivering on time makes your buyers happy and may result in good tips.

I paid more at the restaurant than was "Collected." How can I get reimbursed?

First, check the receipt and compare it to the ordered items where it says View Orders. Here you can adjust the prices on most orders. Select the top right three dots from the run chat, select View Orders, then select Wrong Prices. If you can’t adjust the price, you can ask the buyer to reimburse you the monetary difference through in-app tips, cash, or other services like Venmo. Make sure you receive the reimbursement before handing over the food, so you’re paid appropriately. If the buyer is unwilling to make up the difference, please contact support.

What do I do if a buyer doesn't respond?

We usually recommend waiting for the buyer for at least ten minutes at the meeting spot. Make sure you use the run chat to communicate that you’ve arrived and if that doesn’t work, call the buyer or send a text from the Call Buyers page. If they don’t respond after ten minutes, you can leave. If they respond later, it’s up to you if you want to deliver their items. If they’re the last buyer on a run, or if you’re heading home, you won’t be responsible for the delivery and you’ll be paid in full.

My buyer isn’t happy with the order I delivered. What do I do?

As a runner, you’re responsible for making sure you get buyers’ orders correctly (including drinks and sides). To make sure you’re set, use the run chat to ask questions. When you pick up the food, double-check to make sure the restaurant gave you the correct order. This will save you time in the long run, so you don’t have to go back or refund the buyer. If you have more questions, contact support and we’ll help you out.




Buyer FAQs

The order I received was wrong, what do I do?

JoyRun is a community of helpful people – we’re different than most apps! The best way to handle an incorrect order is to send your runner a message in the run chat. Most Runners will get back to you quickly. If that doesn’t work, just go to “Help & Feedback“ page to contact support and we’ll help you out.

Why are the pending charges on my credit card higher than my order amount?

When you order, you set an additional amount you’re willing to pay in case the restaurant has raised the prices on an item. This added amount will go back to your card after your order is processed. The system authorizes the extra amount but won’t charge you. It’ll just show up as a pending balance on your account, not an actual charge. Sometimes you’ll also duplicate balances until the charges settle – don’t worry, we won’t overcharge you. If a runner does need to edit your pricing, they’ll share a receipt with you in the run chat.

My Runner is not responding. What do I do?

Runners may take a bit to respond because they’re placing an order or driving to pick up your food! If a runner hasn’t responded in 15 minutes, just contact support and we’ll help you out.

How do I cancel my order?

After you’ve placed an order, only the Runner or someone on our support team can cancel it. In the Run chat, ask your Runner to cancel the order so they can decline it. If the Runner can’t cancel your order for some reason, contact us through our live chat. We’ll help cancel your order if we can. If your order has already been processed by the restaurant, we won’t be able to cancel it.

Why can’t I cancel an order myself?

Runners are often paying for the food themselves and they’re reimbursed by JoyRun after delivery. It’s not fair to cancel on them. To make sure we treat our runners fairly, we allow them to handle canceled orders. Our support team will always jump in to help as necessary.

What’s the order limit?

Currently, the JoyRun order limit for a single buyer is $30 per order.

What does the ETA mean?

The ETA is the delivery time estimate – when your runner expects to arrive at your meeting spot. The ETA lets you know when to pay attention to your phone for delivery and when to expect to get your food. Runners will always try to meet their ETA, but sometimes weather or traffic may get in the way. Just send a message in the Run chat to talk with your Runner.




Contact Us

If you can’t find an answer here, we’re happy to help. Use the live chat in the “Help & Feedback” page on our app to get a quick response. To talk with a real person, just call us at (415) 878-6569 (11am - 2pm Mon - Fri Pacific Time). If you need help outside of those hours, email support@joyrun.com.

If you’re looking for employment verification, email us at payroll@joyrun.com and we’ll help you out.

We are located at 420 Maple St., Redwood City, CA 94063.