Roadie FAQs

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Every day, thousands of people are looking to have something delivered. Sometimes within the day, sometimes within a few hours. Even more are hitting the road hoping to make an extra buck driving around their neighborhoods or on their way home from work.

At Roadie, were connecting those drivers with deliveries that need to go in the same direction. To do this, we use Gig Matching. Its a system that strategically pairs Driverswith deliveries, or multiple deliveries at once, to make every Roadie experience faster, easier, and more consistent from Gig to Gig.

Gig Matching has already significantly improved delivery times and smoother operations. But many Drivers still want to know how the system works and howthey'rematched with Gigs. So lets take a peek behind the curtain.

How Gig Matching Works

Even at the technical level, Gig Matching is focused on our users. Once a Driver offers on a delivery, our matching algorithm takes hundreds of variables into account before pairing a Driver with a Gig. Think factors like vehicle size, time of day, past delivery preferences, and even what Drivers are currently delivering.

We use this information to make informed decisions about creating an efficient, flexible delivery system that works for our entire community. Sendersdon'twant to wait for a Driver who is 30 miles away, and a Driver doesnt want to travel an extra 45 minutes off their route. Gig Matching helps us avoid situations like that.

All of this decision-making happens in real time. As delivery volume flexes and more Drivers offer on Gigs, the number of deliveries youre matched with per day can vary. As part of our ongoing initiative to improve your driving experience, well always continue to iterate and work to improve how often youre matched with Gigs.

How We Match Drivers with Gigs

So what are the variables that the algorithm considers?The difference between two Drivers may be very small, but still enough for our assignment program to make a match.

Drivers are already on-the-way to the pickup location

Its what our platform was built on, and were going to continue rewarding Drivers for it. If Drivers are already heading in the right direction or close to the pickup location, those Drivers have a higher likelihood of being matched compared to those who are farther away.Keep in mind that proximity to the pickup location is only one factor that the system considers.Waiting around at a pickup location will not guarantee that a Driver will be matched on a Gig.

Past driving experience

Maybe youre super speedy, only deliver in the morning, or drive a truck that can handle thebig stuff. Whatever the case, Gig Matching takes your past driving experience into account before pairing you with a delivery.

RatingsAbove all, we value how our community treats each other. That means arriving on-time, being communicative, and treating each other with respect. If you have a five-star rating, youre going to be rewarded for it. Consistent low ratings will prompt an internal review and will temporarily prevent you from being matched with Gigs.

On-time rateBecause most Gigs require ASAP pickup and delivery, your on-time rate is crucial. When you consistently deliver on-time, the system takes notice and knows it can rely on you for urgent deliveries in the future.

CancellationsThink of each offer as a commitment to doing the Gig if youre accepted. Anytime you cancel a Gig, it directly affects the Sender and our broader community. Having too many cancellations will prompt an internal review and can lead to coaching or suspension.

Vehicle sizeBefore making a match, our system makes sure that the Gig can fit in your vehicle. Think of it this way: if youre driving a sedan, you probably wouldnt be able to move a couch.

Gig typesWhat deliveries have you showed interest in recently? Well take a look and match you with Gigs that are similar to onesyou'veoffered on or delivered in the past.

Current driving status

What youre currently driving also affects what Gigs you are matched on next. Theres a higher chance youll be matched with a Gigif youre not currently driving a delivery or if another Gig is heading in the same direction as one of your current deliveries.

Were excited to see how Gig Matching continues to help grow the Roadie community and make everyDriverexperiencean even better one. If you have any feedback, reach out to us at.

Click here to view the "How To Get Started Driving" guide.

We know crazy stuff comes up from time-to-time, and cancellationscan'talways be avoided. We encourage Senders to cancel as soon as possible, ideally beforeyou'vestarted driving towards the Pickup Location. However, if you are already on your way, youll be notified of the cancellation and will be paid a courtesy payment.

Should your Gig hit a bump in the road, help is always a tap away with the Get Help button in your mobile app, which gets you connected to our Roadie Pit Crew. Real people are here live to help out with anything that comes up! If you have less urgent questions or need help before or after a Gig, you can email us at [email protected], and a Pit Crew member will respond as quickly as possible.

All 50 states! No matter if you're in a sprawling city or small town, you can send or drive with Roadie locally or nationwide.

Never fear! Besides long distance Gigs, Gigs are revealed on the map shortly before the pickup time so that if youre free now, you can take any of those Gigs immediately. Gigs are removed from the map as soon as there is a match between Sender and Driver, so you might need to engage with the app more frequently to get access to newly posted Gigs before other Drivers take them.

You can do this in a couple ways:

Enable your notifications to get alerted when a Gig has been created near you. Well also send you alerts for Gigs that are similar to Gigsyou'veoffered on in the past, as well as any Gigs that pop up on longer distanceroutes thatyou'veset up through the app.

Check out the Available Gigs tab to see local and long-distance Gigs that are available for Drivers.

And remember, Gigs are being added across the country every day as our community continues to grow.

From cupcakes to couches, you can send just about anything with Roadie locally or nationwide. Get started by signing up at app.roadie.com. From there, you can get an instant estimate or schedule a delivery by clicking Create A Gig. You can request that your item be delivered ASAP or schedule a delivery for a later date.

Simply tell us what you need to send, where its going, and any additional delivery details. Onceyou'vecreated a Gig, Roadie will match you with a pre-qualified, verified Driver who can meet your delivery specifications.

Onceyou'vebeen assigned a Driver, he or she will send you updates every step of the way, including pickup and delivery confirmation photos. You can also track your delivery in real-time at trackmyroadie.com using the tracking code sent to your email.

Watch this step-by-step video to learn How To Send with Roadie.

Creating a Pet Gig is a lot like creating a standard Gig but with a few added steps to insurethe safety of your pet and the Driver taking your pet to itsdestination.

When creating the Gig youll want to choose Pet for size. I know its tempting to choose the pet'sactual size, but the Pet sizeis what helps us find the pre-qualified Pet Drivers first!

After you enter in the delivery details, youll be prompted to provide two very valuable pieces of documentation: your pets Health Certificate and Vaccine Certificate. Both of these items should beavailable from your veterinarian. We only require you take a picture of each documentto load into the Gig rather than have themon hand for the Driver. (This means you can usually call your vet and see if they can text you the pic versus having to drive down and make copies.)

After you've handled these steps,youre free to post your Gig and await Driver offers! If you run into any trouble, feel free to give us a shout at [email protected] and well be happy to help!

You can sign up to be a Roadie Driver at roadie.com/drivers or on our mobile app. The onboarding process involves an onlineapplication, background verification, and an online tutorial. The entire application takes minutes and you will most likely be on the road that same day.

Yes. If you feel that the background or MVR check result you received is inaccurate or incomplete, please contact Checkr to review your results. If youd like to dispute the results, you can do so with them.

To protect your privacy, the Roadie Support Team is unable to review the details of the background check with you.

The Roadie community is safe, fun and helpful. We are all friends here and we expect you to treat everyone in our community the way you would treat your friends.

By using our Applications or Services, you agree that you will follow our Rules of the Road. If you do not, you run the risk of negative reviews, having your account deactivated and being suspended from our community.

Dontsend or deliveranything classifiedas Roadie Prohibited Items in our Terms and Conditions, including:

Cigarettes or any tobacco product, wine, beer or any other alcoholic beverages or any other product regulated and controlled by the United States Alcohol and Tobacco Tax and Trade Bureau (TTB);

Firearms or weapons of any kind, any firearm or weapon parts, or ammunition in any amount;

Common fireworks;

Replica or inert explosives or weapons that bear an appearance to actual explosives or weapons;

Any Hazardous Material (see below) not including those Hazardous Materials in small or excepted quantities as defined in 49 C.F.R.;

Any Hazardous Waste, defined as a solid waste that meets any of the criteria of the hazardous waste as described in 40 C.F.R. 261.3 (whether or not in small or excepted quantities);

Any animal (1) not included on the Roadie Accepted Live Animal List, including without limitation those on the Roadie Prohibited Animal List; or (2) not packaged in accordance with the applicable rules below, or (3) that is sick, injured or aggressive to people or other animals;

Any prescription or over the counter medicine that has not been paid for and is being delivered to a person other than the purchaser or the prescription holder;

People;

Anything illegal including, without limitation, recreational drugs;

Marijuana, as that term is defined by 21 U.S.C. 802(16), including marijuana intended for medicinal use;

Coins, currency, postage stamps, negotiable instruments, money orders;

Unset precious stones, industrial diamonds, any article that contains more than fifty percent by weight of gold or platinum or any combination thereof in raw form, including, but not limited to, bullion, bars, or scraps of these metals; or

Cremated remains, human remains, fetal remains, human body parts, or components thereof.

Don'tuse our Services or Applications in any way that could annoy, harass, inconvenience or interfere with or negatively affect other Users anddon'tdiscriminate against anyone.

Dont misrepresent yourself or lie about your identity, age or who you represent.

Dont engage in any communication that is obscene, hateful, objectionable or could make another User feel uncomfortable.Dont post personal matters or personal information.

Dont engage in behavior that could get you poor or negative ratings and/or reviews like tardiness, a high cancellation rate or unbecoming behavior.

Dont accept a Gig if the Package hasnt been photographed or if it's packaged and youcan'tsee ordon'tknow whats inside.

Don't accept a Gig if the actual contents of the Gig differ from the contents that were shown in the Gig posting.

Dont accept a Gig youcan'tfulfill anddon'tbreak speeding and other driving laws to meet a Gig deadline. Just pay the cancellation fee or deal with a bad review and do better the next time.

Dont make unreasonable requests or set unreasonable deadlines for a Gig.

Remember Roadie is part of the community too! Dont violate the spirit of our arrangement in any way to facilitate transactions outside of our platform, including accepting a payment outside of the platform or giving a User your contact information (phone number, email address or website) outside of the platform for purposes providing services.

Do act responsibly, exercise good judgment and take care when using our Services and interacting with Users.

Drivers, pleasedon'tcarry or deliver anything that makes you uncomfortable. You are empowered to reject a Gig at any time. You are never under any obligation to carry or deliver anything that makes you nervous.

Senders pleasedon'tlet your Driver move your Package for you; thats your responsibility.

Show up when you are supposed to, all of the time. We all like it when our friends are on time.

Our rating system is the best way to report if another User is not following our Rules of the Road, but if one of our other Users repeatedly or severely abuses our Services, Applications or involves you in a prohibited transaction please report it to us immediately. We want to be able to take action against someone not treating the community right.

The IVR (Interactive Voice Response) phone system will save you time from having to wait on the Support line to speak to a live Support representative to resolve time-sensitive issues. When you call into Support, you will be greeted by our new phone system and given specific prompts to categorize and assist with your issue.

How It Works:

Now when you call our Customer Support line, you are able to select whether you are having an issue at the pickup or delivery step in the Gig process (Option 1). The IVR phone system will find your account and allow you to select the Gig you are having an issue with. From there, simply select the particular problem you are having and well handle the rest to get you back on the road faster. The options are:

Item Out of Stock

Item Not Ready

Item Has Already Been Delivered

Item Not As Described

Order is Incomplete

Other Reason (this option will send you right to a live agent to continue assisting with your issue)

After you select your particular issue, our IVR system will provide you with an option to automatically create a cancellation (and receive the courtesy payment) for your Gig. Easy peasy!

The Delivery Issues option will also help reduce your need to wait on Support and get you back on the road. The options in this step are:

Unable to Get Signature

Recipient Unavailable

Recipient Refused Item(s)

Unable to Reach Drop-off Location

Unable to Verify Age for Signature is 21+ Years Old

Other Reason

Whenever any of these options are selected, our IVR system will provide you with an option to create a Return Gig! When the Return is created, you will automatically be assigned to the Gig. You will just simply return the item back to where it came from.

All of these things were done with your valuable time in mind. Of course, you can still reach a live Support agent (Option 2) or directly leave us a voicemail (Option 3) if you need any other help.

After Roadie has matched you with a Gig, its always a good idea to send that Sender or recipient a quick text or call right after to confirm and coordinate any additional logistics.

If you end up with a Sender or recipient who isn't responding to your communications, you can always reach out to our Pit Crew at [email protected] and we'll do our best to connect you with each other.

Depending on where you're picking up from, absolutely! For our enterprise partners (such as Delta Airlines, Southwest Airlines, United Airlines, and Home Depot) we will definitely reimburse for any tolls or parking expenses you incur while on the gig. Keep your receipts and you will be prompted to upload a photo of the receipt and amount along with your delivery photo and the end of the gig.

Here are some things to remember:

Only tolls and parking fees incurred whileon an active delivery will be reimbursed.

Tolls/Parking that have been paid for with cash/credit/debit require a receipt for reimbursement.

If you use a monthly toll service, such as E-ZPass, SunPass, or PeachPass, you are still eligible for reimbursement. When you are able to view your monthly statement, send us a copy of the statement (preferably in pdf format) making sure to notate which gigs go with which completed gigs and we will review and reimburse as normal.

If you happen to miss the opportunity to upload your toll or parking receipt when you are completing your gig, email the Roadie Support Team ( [email protected] ) a photo of the receipt, making sure to tell us what gig it is associated with, and we will do our best to get it processed in a timely manner.

While Roadie protectsproperty damage for eachGig up to $500 in value, Drivers are responsible for all liability and claims arising from their performance on a Gig. Drivers must also provide Roadie with the necessary contacts with their insurance carrier in the event of a motor vehicle accident or other liability claim related to a Gig.

We consider the safety of both the pet and the Driver top priorities in the Roadie community. Thats why we collect vaccination certificates and pet health certificates before a Pet Gig can be posted to ensure that the pet is healthy to travel. If you have questions about the pets behavior or temperament, you can ask the Sender prior to the start of the Pet Gig.

Roadie fees are calculated based on a combination of factors, including mileage and size. The price of Gigs is determined in advance of each Gig, so you can browse Gigs by price, location, distance and size to determine which Gigs you want. Most local Gigs will pay between $8 and $50, and long distance Gigs with oversized items can pay up to $650 and even more for delivering Pets. Not only is Roadie a great way to recoup your gas and travel costs, but you can write off mileage on your taxes for places you were driving anyway!

While we are experts at on-the-way delivery in the Gig economy, we at Roadie are not tax experts, and we advise you speak with a tax professional to make sure you are on the right track. Check out this IRS page for a full rundown of what you can deduct, like fuel, mileage, toll payments and more.

We do not charge our Drivers for the Roadie Background Check Process. After completing the background check process, Drivers will receive a complimentary copy of their background check report by email within 30 days of submission.

Related Articles:

Why does Roadie perform Background Checks on Drivers?

What does Roadie's Background Check Process include?

Can I dispute the results of my Background Check?

How does Roadie secure my data and personal information?

Were looking for animal lovers, so thanks for your interest in becoming a Roadie Pet Driver! To apply to be a Roadie Pet Driver, start here.

All Roadie Drivers must complete a series of thorough questions reaffirming their commitment and capabilities of traveling with a pet. After reviewing and accepting a drivers application, our customer support team assigns a Pet Badge to their profile, indicating their verification.

It can take between 24-36 hours to get verified, so while you wait, feel free to browse the app and look for the first pet youd like to transport. If you have any questions, just email us at [email protected].

We know that life happens and sometimes the trips you were planning to make can change or get canceled, which may result in you not being able to make a delivery any more.

If you have offered on a Gig but haven't been matched yet, you can cancel your offer within the Roadie app.

Ifyou'vealready been matched with a Gig, communication is key. Make sure that you let the Sender know whats happening and that youre unable to make the delivery. After that, you can then cancel your offer so the Sender can choose another Driver. Make to sure to tap the "Get Help" button to let our Pit Crew know of the change, so they can help the Sender find another Driver.

Keep in mind that cancellations impact Senders and other members of the Roadie community. Please be aware that too many cancellations will prompt an internal review and can lead to coaching or suspension.

At Roadie, protecting our community is a top priority. Thats why we conduct safety and verification reviews of our Drivers, consisting of background and Motor Vehicle Record checks.

The background check is private, secure, and completely free for potential Drivers while also allowing for fast, verified onboarding of Roadie Drivers. The background and MVR checks are completely performed by Checkr, Inc., the industry leader in safety within the sharing economy.

To complete the background check process, Checkr requires Drivers to provide their Social Security Number in addition to a valid drivers license and vehicle insurance information and to expressly consent to have their background checked.

Once you're matched with a Driver, you'll see an authorization on your chosen payment method to confirm availability of funds.

Roadie will charge your payment method when your Gig has been picked up by the Driver. At Gig pickup, we'll send you a receipt via email. You can also check the My Gigs tab in your Roadie account for a list of your past deliveries.

Click here to download the Roadie app fromthe Apple App Store.

If you did not receive a 1099 from Roadie, it may be because you did not make at least $600 in earnings from Roadie for the year. Please contact Roadie Customer Support if you have any additional concerns.

Senders can sign up, send a Gig, and manage deliveries on the web at app.roadie.com.

Drivers can go through registration online at drive.roadie.com, then will need to use the Roadie mobile app to offer on and drive Gigs.

Something missing in our app? Have an idea on how we can make the Roadie experience better?

Post it in the "Request Feature" section of this site or send us an email to [email protected] let us know what you're thinking about.

Click here to download the Roadie app from Google Play.

Roadie considers data security a top priority and will never share, sell, or distribute any of your personal information.

Any data (SSN, drivers license, etc.) you provide to Roadie for its background and MVR checks are protected with the highest level of encryption supported today. All credit card and bank account information provided to Roadie is stored with third parties that are PCI (Payment Card Industry) compliant for handling financial data.

You can learn more about Roadies Privacy Policy here.

Since we want to get the moneyyou'veearned to you as quickly as possible, we use direct deposit to issue the money straight to your bank account. The payment gets submitted by Roadie one business day after you complete each Gig, and then it usually takes 3 to 5 business days after that before it shows up in your bank account.

In the Driver Dashboard, you can see a summary of your recent activity, including total mileage, past gigs, and year-to-date payment information.

If you havent seen the payment in your account within the 4-6 business days after completing the gig, reach back out to the Roadie Pit Crew and well help figure out the next steps.

If you made over $600 on the platform in a calendar year, Roadie will mail your 1099 to the preferred address listed in your Driver profile by the end of January. Your 1099 and other relevant tax forms will also be available to view and download on your Driver Dashboard. You can sign into this dashboard using your normal Roadie App sign in credentials. For more information about the Driver Dashboard, check out our blog post here.

Yes. Even if youdon'treceive a 1099, youll still need to file taxes for your Roadie earnings. All of the relevant tax information will be available in your Driver Dashboard.

Roadies Mileage Log shows the mileage from pickup to drop-off for the Gigsyou'vecompleted, including return Gigs.

Everything you need to file your taxes for your Roadie earnings can be found in the Tax Information section of your Driver Dashboard, including: total earnings, miles driven, and any relevant forms. The Tax Information page itself is not a tax form, and Roadie does not provide tax or legal advice. We recommend you consult a tax professional to help file your taxes.

We know...moving is the worst! And Roadie would love to help make it a little easier. While were not a moving company, you can definitely use Roadie to move some of your larger, hard-to-pack items like couches, beds, and bedroom furniture.

Its important to note that as a Sender, you should be conscious of the size of the Gig youre creating. The largest size Gig we have is Huge which is designed to fit inside the bed of a flatbed truck- so keep in mind that youcan'tlist an entire apartment in a single Gig. For more information on properly sizing your Gig, check out thearticle here.

Its also important to know that Roadie Driver are not movers. If you need someone to lift your items and pack them away, you should look into a moving company asthey'regoing to be able to accommodate your needs a bit better than Roadie.

From cupcakes to couches and everything in between, you can send pretty much anything with Roadie locally or nationwide. Many Drivers have large trucks and vans, making it easy to ship hard-to-transport and oversized items that traditional shipping companies can't handle. Learn more about what you can send at roadie.com/personal.

If you're a business, please visit roadie.com/business for more information. If you're an enterprise, please visit us at roadie.com/enterprise.

Prohibited items include:

Anything illegal

People

Tobacco or alcoholic beverages

Firearms or weapons

Fireworks

Hazardous waste

Sick, injured, or aggressive animals

Medicine for a person other than the purchaser or prescription holder

Currency, postage stamps or money orders

Cremated remains, human remains, human body parts, etc.

For a full list of prohibited items, please see our Terms of Service at roadie.com/terms.

1099 tax forms are based on how much Roadie has paid you from January 1st to December 31st in a given year.

If you made at least $600 total in payment from Roadie for the entire year, you will receive a 1099 tax form from Roadie.

If you made less than $600 with Roadie, you will not receive a 1099 form, but you will still be able to file your taxes without it.

Drivers are matched based on a number of factors to meet your delivery specifications. These include their past driving experience, the current number of active Gigs, and how far away they are from the pickup location.

If youre a new driver -don'tworry! We make sure you get matched with Gigs even if youdon'thave a previous delivery history.

We do not require our drivers to be bonded or insured, but we do require our drivers to go through a verification process before being allowed to drive a Pet Gig. To learn more about that process, please refer to the question above.

ARoadie Driver must have a current auto insurance policy that meets or exceeds the minimum requirements in the state where the Roadie driver'svehicleis registered.

While only your insurance carrier can tell you what coverage is required in your state, many Drivers carry commercial insurance to protect themselves against liability in the event of an accident. Roadie recommends checking with your insurance carrier to confirm coverage requirements before driving a Gig.

This is an overview of your total earnings for the entire year, and other business-related expenses you may consult a tax professional to deduct. All relevant tax forms that you may need to file your taxes will be available to download by the end of January.

All Roadie Drivers are users, not employees, so you will not need Roadies EIN on your tax return.

Depending on how much you expect to owe in taxes when you file your return, you may need to pay quarterly taxes. This IRS article explains who must pay estimated tax and how to do so.

Each Roadie Gig has a single pickup location and a single delivery location. If you want to use Roadie for a multi-stop delivery, you will need to create individual Gigs for each stop.

As a Driver, you're required to take pictures at the pick-up and drop off locations to record the state of the Gigwhen you picked it up and the condition after you have dropped it off. The drop off image should also provide proof that the item was delivered to the right location. These images are very important to the Gig delivery flow to ensure that the Driver is fulfilling their side of the Gig and that they havent caused any damage to the item(s) delivered.

No! To ensure the safety of the pet that is being transported via the Roadie platform, a Roadie Driver must not have their own pet in the vehicle during the Gig.

In addition to our mobile app, Senders can also use our web app to send and manage Gigs.

Our web app supports most browsers, including Internet Explorer (IE10 and up), Firefox, Chrome, and Safari.

Delivery Signatures are a secure and hassle-free way to confirm deliveries have been completed. Along with photographic confirmation, Senders now have the option to require a signature upon delivery to confirm their Gig reached it's destination.

If a Gig requires a signature confirmation at the delivery location, you can add it by tapping Sign For Delivery during the Active Gig. When the signature screen appears, just flip your phone, so the recipient can sign with their finger.If the recipient is not present, someone else can sign for the Gig and the app will prompt you to enter the persons name before they sign.

If the Sender has asked you to leave the item at the drop off location but a signature is still required, reach out to the Roadie Support team and we'll get you taken care of!

You can update your payment information at any time via the Roadie mobile app or the Roadie website.

To update within the mobile app: go to the Profile tab, then tap into the Payment section, and then follow the steps to change your payment method.

To update within the website: login to your account, click Edit Profile, click Payment Info, and then update the appropriate information.

We know things comeup from time to time,and cancellationscan'talways be avoided, either by Roadie Drivers or Senders. If you need to cancel a Gig afteryou'veposted it, please be sure to cancel as soon as possible, ideally before a Driver has been selected or before they start the Gig. If a Driver is already on their way to the Pickup Location, youll be charged a $10 cancellation fee for the Drivers trouble.