Extra explained
Our courier loyalty program, Extra, has three levels – Bronze, Silver and Gold. The level, perks and benefits you unlock are based on your courier stats from the previous month. You’re in the driver’s seat.
Your courier stats
Four delivery metrics determine your level—and unlock your perks. Understanding these stats keeps you informed and in control of every opportunity. Here’s what counts
- Delivered orders: The total number of orders you successfully delivered to customers.
- On-time pick-up: How often you arrive at the partner on time.
- On-time delivery: How often you deliver an order to the customer on time.
- Completion rate: The percentage of accepted orders that you successfully complete.
For more detailed information on how each stat is calculated, check out this article.
The levels
| Stat | What you need | ||
| Bronze | Silver | Gold | |
| Delivered orders | 0-49 | 50+ | 100+ |
| On time pick-up | <94% | 94%+ | 98%+ |
| On time delivery | <94% | 94%+ | 98%+ |
| Completion rate | <94% | 94%+ | 98%+ |
Want to level up?
You set the pace and earn on your terms. If you want to level up, here’s how:
- Be realistic – Only accept deliveries you know you can finish on time.
- Pick up on time – Head to the restaurant as soon as you accept the order.
- Deliver on time – Follow the fastest route and communicate with customers if there’s a delay.
- Check your stats regularly – Stay on top of your delivery outcomes and know where you stand.
FAQs
- When does my level update?
Your level is evaluated and locked on the 2nd of each month, based on your previous month’s quality of delivery service. Check the Extra page in your app to see if you’ve moved up, stayed the same, or moved down. Once your level is set, it stays locked for the entire month.
- Where can I check my current level?
You can check your current Extra level in the courier app. To find out more about stats and how they are calculated, read this article.
- What do I need to reach each level?
Each level has different requirements based on your delivery activity and service quality indicators, like on-time deliveries and order completion rate.
- Can I lose my level before the month ends?
Once your level is calculated on the 2nd of the month, it’s locked for that entire month. However, material breaches of your Courier Agreement, platform fraud, safety policy violations or extreme drops in service level indicator metrics may result in an immediate tier recalculation or account review under your Courier Agreement.
- What happens if I take time off or go inactive for a while?
We get it – life happens. If you don’t complete any deliveries in a month, you’ll default to Bronze the following month. The good news? Once you start delivering again, you’ll have the opportunity to achieve a higher level based on your metrics. You’re always in the driver’s seat.
- Do cancellations count against me?
Here’s how it works:
Customer cancellations: No, these don’t affect your completion rate
Support-initiated cancellations: (restaurant closure, etc.): No impact on your metrics.
Self-unassigned orders (you choose to drop the delivery): Yes, these impact your completion rate.
- What if I disagree with my level assignment?
If you believe there’s an error in your metrics or level calculation, we’re here to help:
1. Review your stats in the Extra app for a detailed breakdown
2. Contact Courier Support with specific order number or dates in question
3. We’ll investigate and correct any system errors
If a technical issue (like an app crash) impacts a delivery and you contact support within 48 hours, we’ll review and may adjust your metrics if the issue was platform-related.