Questions, answered directly.
Eleven questions that come up across retailers, couriers, and franchise operators.
Frequently asked questions.
Do my customers need to install anything?
No. Customers never interact with Scorto at all. They order through whichever channel you already use — FoodPanda, Uber Eats, or your own ordering system — and you keep the relationship. Scorto handles the delivery behind that.
Does Scorto connect to FoodPanda or Uber Eats automatically?
Not currently. Orders from third-party platforms are entered into Scorto by the retailer. Direct integration with those systems is outside the current scope.
What does it cost to use my own couriers?
Nothing per delivery. Your platform subscription covers dispatching to your own couriers. A per-delivery fee applies only when you draw on the freelance network.
How does cash on delivery work?
The courier settles with the retailer up front, then collects the cash from the customer at the door. The retailer is never left exposed to a courier who does not return with the money.
What happens if a courier cancels?
Before pickup, there is no penalty — the retailer is notified immediately and the order is reopened for reassignment. After pickup, the courier is responsible for the full order value, deducted from their balance, and they cannot accept new deliveries until it is cleared.
How is proof of delivery captured?
The courier photographs the order at the customer's door. That photograph is attached to the consignment permanently and is the evidence any dispute is judged on.
How are disputes and refunds decided?
A retailer files a claim. The system gathers the delivery logs, GPS history, and proof-of-delivery photograph, then a human reviews it. The outcome is a full refund, a partial refund, or a rejected claim.
Why do on-time deliveries get five stars automatically?
Because rating every delivery by hand is work nobody does. A delivery completed on time with no dispute is rated automatically; if something went wrong, the retailer files a dispute and overrides it.
When do couriers get paid?
Weekly, through Stripe. Freelance couriers see commission and any deductions broken out per delivery. Company-employed couriers are paid by their employer.
What does a franchise operator actually do?
They own a defined territory: onboarding the retailers and couriers in it, resolving disputes locally, and earning from the deliveries that happen there. Scorto supplies the software, the payments rail, and the oversight tooling.
Who do I contact for help?
Support routes through the franchise operator for your region, since they handle onboarding and disputes locally. If you are not yet with a franchise, book a call and we will point you to the right one.