# MARKETPLACE RIDER
## User Manual and Procedures Guide
### Delivery Rider Edition

**Mobile Application**  
**Product Version:** 3.7  
**Document Status:** Draft for Team Review  
**Prepared Date:** 29 July 2026  

---

## Document Information & Purpose

This manual provides clear, step-by-step instructions for delivery riders using the **Marketplace Rider Mobile Application (v3.7)**. It covers everything from account creation, document submission, and duty management to store pickups, customer drop-offs, earnings management, and emergency procedures.

---

## 📌 Table of Contents

1. [Role & Responsibilities of a Delivery Rider](#1-role--responsibilities-of-a-delivery-rider)
2. [Rider Onboarding & Account Registration](#2-rider-onboarding--account-registration)
3. [App Setup & Required Mobile Permissions](#3-app-setup--required-mobile-permissions)
4. [Going On Duty (Online / Offline Status)](#4-going-on-duty-online--offline-status)
5. [Order Receiving & Acceptance Procedure](#5-order-receiving--acceptance-procedure)
6. [Store / Vendor Pickup Procedure](#6-store--vendor-pickup-procedure)
7. [Customer Delivery & Drop-off Procedure](#7-customer-delivery--drop-off-procedure)
8. [Special Workflow: Parcel Delivery Service](#8-special-workflow-parcel-delivery-service)
9. [Earnings, Tips, Wallet & Cash Handover](#9-earnings-tips-wallet--cash-handover)
10. [Performance Ratings & Safety Rules](#10-performance-ratings--safety-rules)
11. [Troubleshooting & Emergency Support](#11-troubleshooting--emergency-support)

---

## 1. Role & Responsibilities of a Delivery Rider

As a Marketplace Delivery Rider, you are the key bridge between local merchants and customers. Your main responsibilities include:

* Delivering orders safely, accurately, and on time.
* Checking packages at store pickup to ensure correct items and proper sealing.
* Following food safety, medicine handling, and package care guidelines.
* Collecting Cash on Delivery (COD) payments accurately when required.
* Maintaining polite and professional communication with store staff and customers.

---

## 2. Rider Onboarding & Account Registration

You can apply to become a delivery rider through the web registration portal (`/deliveryman-registration`) or directly within the mobile application.

### Step-by-Step Registration Process

```
[Fill User Info] ➔ [Set Account Login] ➔ [Upload Identity Docs] ➔ [Submit for Admin Approval]
```

#### Step 1: Fill User Information
Enter your personal details in the registration form:
* **First Name & Last Name**: Must match your official CNIC or Passport.
* **Email Address**: Active email for official notifications.
* **Deliveryman Type**: Select **Commission-Based** or **Salary-Based** (as per your contract).
* **Delivery Zone**: Choose your primary operating area/city zone.
* **Vehicle Type**: Select your delivery vehicle (Motorbike, Bicycle, Scooter, Car, or Van).
* **Profile Photo**: Upload a clear, front-facing photograph (Format: JPG/PNG, size < 1MB).

#### Step 2: Set Account Credentials
* **Phone Number**: Enter an active mobile number with country code (e.g., +92 for Pakistan).
* **Password**: Create a secure password (minimum 8 characters).

#### Step 3: Identity Verification Documents
Select your identity type (**CNIC**, **Passport**, or **Driving License**):

| Identity Type | Number Format Example | Required Document Uploads |
| :--- | :--- | :--- |
| **CNIC** (Default) | `xxxxx - xxxxxxx - x` (13 digits) | Front Side & Back Side photo (< 2MB) |
| **Passport** | `XX - 1234567` (2 letters + 7 digits) | Picture page & Visa/Info page (< 2MB) |
| **Driving License** | `XX - 12 - 12345` | Front Side & Back Side photo (< 2MB) |

#### Step 4: Terms & Submission
1. Check the box **"I agree to the Terms and Conditions"**.
2. Click **Submit Information**.
3. Your application status will change to **"Pending Approval"**. You will receive an SMS/Email notification once the Marketplace Operations Team approves your profile.

---

## 3. App Setup & Required Mobile Permissions

After your account is approved, download the **Marketplace Rider App v3.7** on your smartphone.

### Required Mobile Permissions:
* 📍 **Location Access (Always Allow)**: Necessary for real-time order dispatching and customer navigation tracking.
* 🔔 **Push Notifications**: Necessary to receive instant delivery alerts and sound notifications.
* 📷 **Camera**: Required for scanning barcodes, uploading package photos, and delivery proof.
* 📞 **Phone Call Access**: Required to contact stores and customers directly from the app.

---

## 4. Going On Duty (Online / Offline Status)

### Duty Switch Toggle
* **Going Online**: Slide the duty switch to **"Online"** at the start of your shift. You will start receiving delivery requests within your assigned zone.
* **Going Offline**: Slide to **"Offline"** when taking a break or finishing your shift.

> ⚠️ **Important:** Do not switch to Offline while carrying an active, accepted order.

---

## 5. Order Receiving & Acceptance Procedure

When a new order is dispatched to you, your phone will ring with an alert screen.

### 📋 Request Alert Information Displayed:
1. **Pickup Location**: Merchant name and distance (e.g., *Fresh Grocery Store - 1.2 km*).
2. **Drop-off Location**: Customer address and distance (e.g., *Street 5, House 12 - 3.4 km*).
3. **Module Category**: Grocery 🛒, Food 🍔, Pharmacy 💊, E-Commerce 🛍️, or Parcel 📦.
4. **Estimated Delivery Fee**: Earnings for completing this trip.
5. **Acceptance Timer**: You have **30 seconds** to accept or decline the request.

### Action Steps:
* Tap **"ACCEPT ORDER"** to accept the assignment.
* Tap **"DECLINE"** if you cannot fulfill the order (Frequent declines lower your Acceptance Rate).

---

## 6. Store / Vendor Pickup Procedure

Once you accept an order, follow these operational steps at the pickup location:

```
[Navigate to Store] ➔ [Confirm Arrival] ➔ [Verify Order ID & Items] ➔ [Tap "Order Picked Up"]
```

### Step 1: Navigate to Store
Tap **"Start Navigation"** to open integrated Google Maps/GPS to reach the store.

### Step 2: Store Arrival & Verification
* Tap **"Arrived at Store"** in the app.
* Show your **Order ID #** (e.g., `#100245`) to the store manager.

### Step 3: Package Inspection Checklist
Before taking the package, verify:
* ✅ **Package Seal**: Ensure bags/boxes are properly closed and sealed.
* ✅ **Item Count**: Confirm all ordered items match the app packing list.
* ✅ **Hot & Cold Segregation**: Keep hot food items separate from cold drinks or ice creams.
* ✅ **Medicine Safety**: Ensure pharmacy packages are sealed in tamper-evident pouches.

### Step 4: Status Update
Tap **"MARK AS PICKED UP"** in the app. The customer will be notified that their order is on the way.

---

## 7. Customer Delivery & Drop-off Procedure

```
[Navigate to Customer] ➔ [Call/Message if needed] ➔ [Collect Payment / Verify OTP] ➔ [Tap "Order Delivered"]
```

### Step 1: Travel to Customer Location
Follow the map route to the customer's drop-off address. Ride safely and obey traffic rules.

### Step 2: Customer Arrival & Communication
* Upon arrival at the destination building/gate, tap **"Arrived at Location"**.
* If you cannot find the exact door, use the **Call Customer** or **In-App Chat** button.

### Step 3: Handover & Payment Collection

#### Scenario A: Cash on Delivery (COD)
1. Check the exact COD amount shown on your app screen.
2. Collect cash from the customer before handing over the package.
3. Hand over change if required.
4. Confirm cash collection in the app.

#### Scenario B: Prepaid / Digital Payment
1. Verify the customer's name or ask for the **4-Digit Delivery OTP** (if enabled).
2. Hand over the package directly.

#### Scenario C: Contactless Delivery
1. Place the order at the door/gate as requested by customer.
2. Take a clear photo of the package using the app camera.
3. Submit the photo as Proof of Delivery (POD).

### Step 4: Complete the Delivery
Tap **"MARK AS DELIVERED"**. Your delivery fee will instantly credit to your daily earnings.

---

## 8. Special Workflow: Parcel Delivery Service

The Parcel module allows customers to send personal items from one location to another.

### Rider Rules for Parcels:
1. **Sender Pickup**: Arrive at the sender's location and verify sender identity.
2. **Item Inspection**: Inspect the parcel visually. Do NOT accept prohibited items (hazardous materials, illegal substances, unregistered cash).
3. **Sender Signature/OTP**: Get sender signature or pickup confirmation in app.
4. **Receiver Delivery**: Drive to receiver address, collect payment (if Cash on Delivery for parcel rate), obtain receiver signature/OTP, and mark parcel delivered.

---

## 9. Earnings, Tips, Wallet & Cash Handover

### Earnings Breakdown Dashboard
In the **My Earnings** section of the rider app, you can track:
* **Delivery Fees**: Base earnings per completed order.
* **Distance Bonus**: Additional pay for long-distance deliveries.
* **Customer Tips**: 100% of customer tips go directly to you.
* **Incentive Bonuses**: Extra payouts for completing daily/weekly order targets.

### Cash Collection Limit & Wallet Deposit
When delivering Cash on Delivery (COD) orders, you collect cash on behalf of Marketplace.
* **Cash Limit**: Every rider has a maximum COD cash holding limit (e.g., Rs. 15,000 / $150).
* **Limit Reached Alert**: If your cash holding reaches the limit, new COD orders will be paused until you deposit the cash.
* **Cash Deposit Procedure**: Deposit collected cash via online bank transfer, mobile wallet (JazzCash / EasyPaisa / Bank Transfer), or at designated Marketplace collection hubs.

---

## 10. Performance Ratings & Safety Rules

### Rider Performance Metrics
Your account status is based on three main metrics:

```
┌─────────────────────────────────────────────────────────────┐
│ ⭐️ Rating: Keep above 4.5 / 5.0                             │
│ 🎯 Acceptance Rate: Keep above 85%                          │
│ ⏱️ On-Time Delivery: Keep above 90%                         │
└─────────────────────────────────────────────────────────────┘
```

### Safety & Code of Conduct:
* 🪖 **Helmet & Gear**: Always wear a safety helmet (motorcycles) and reflective safety jacket.
* 📦 **Delivery Bag**: Keep your insulated delivery bag clean and strapped securely to your vehicle.
* 🚫 **Zero Tolerance**: Never tamper with food or open sealed customer packages. Violations result in immediate account termination.
* 🤝 **Politeness**: Speak respectfully to store personnel and customers at all times.

---

## 11. Troubleshooting & Emergency Support

| Situation | Immediate Action Step |
| :--- | :--- |
| **Customer Unreachable** | Call customer 3 times. Wait for 5 minutes at address. If no response, tap "Customer Unreachable" to notify Support. |
| **Store Closed / Item Missing** | Tap "Issue at Store" in app and contact Support line before leaving the store. |
| **Wrong Customer Address** | Do NOT drive to a new city/zone without app approval. Inform Support to update order address and fee. |
| **Vehicle Breakdown / Accident** | Move to a safe location. Tap "Emergency Assistance" in app. Support will re-assign the order to a nearby rider. |

### 📞 Contact Marketplace Operations Support
* **Rider Support Hotline**: 3207120953 / 0800-RIDER-HELP
* **Support Email**: rider-support@giftmarketplace.com
* **In-App Live Chat**: Open Rider App ➔ Help & Support ➔ Live Chat with Dispatcher

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*Marketplace Rider User Manual & Procedures Guide - Version 3.7 (Draft for Team Review)*