Support

Start in the app, if you can

Help you open from the order itself is always faster than email, because it already knows which order you mean, what was in it, who delivered it and what you paid.

Open the order, tap Help, and pick what went wrong. You will get a ticket number, and the answer comes back in the app.

• An order that has not arrived: open it and use Help — you can see where the driver is, and call them through the app without either of you seeing the other's number.
• Something missing, wrong or damaged: Help on the order, choose the items, and add a photo where we ask for one.
• A refund or credit you are waiting on: Account → Credits & refunds shows where it is.

Emailing us instead

If you cannot get into the app, or you do not have an account yet, email support@dropcmr.com. It helps to include:

• The phone number on your DropR account.
• The order number, if it is about an order — it is on the order and in your email receipt.
• What you expected and what happened instead.
• The app version, from the bottom of the Account tab, and whether you are on iPhone or Android.

Never send us these

We will never ask you for your card number, the three digits on the back of it, your PIN, your bank password, or the one-time code we text you when you sign in. Nobody from DropR needs any of them, and we cannot act on them.

If a message asks you for one of those and claims to be us, it is not. Forward it to support@dropcmr.com and delete it.

Paying, and paying in cash

Card details are handled by our payment provider and never reach our own systems, which is why a card problem is something we can look into but not something we can fix by reading your number back to you.

Where cash on delivery is available, the amount you owe is the one shown when you confirmed the order. Drivers carry limited change, so the app lets you say which note you will pay with. A driver cannot change the amount, and you should not pay anything on top of it.

Your account

Your account is tied to your phone number. To change the number, email us from the account you are changing — we cannot move an account to a new number on a request from the new number alone.

If you think somebody else has used your account, tell us straight away and we will sign every device out of it.

Deleting your account

You can delete your account yourself, in the app: Account → Delete account. Any order still in progress has to finish first, and we sign you out of every device once the request is in.

We keep the records the law requires us to keep, such as tax records of orders you have paid for, and delete the rest within the period local law sets for it. If you cannot get into the app, email support@dropcmr.com from the number on the account and we will do it for you.

Seeing or correcting your data

Ask us for a copy of what we hold about you, or for a correction, at support@dropcmr.com. We will ask you to confirm you are the account holder before we send anything — a request like this is also the shape an attacker uses.

Delivering with DropR

Drivers have Support in the app, under the profile tab and in the menu on an active job, which reaches the same team with your job already attached.

For an application that is stuck, a document we have not accepted, or a payout question, email support@dropcmr.com with the phone number you applied with.

If you are hurt, or you feel unsafe, use SOS in the app rather than email. It reaches somebody immediately.

Selling on DropR

If you already sell with us, the quickest route is the Support link in the merchant portal, which arrives with your store and your recent orders attached.

To list a store, or to ask about commission and payouts, email support@dropcmr.com with the business name and the city you are in.

Something urgent or unsafe

If anybody is in danger, contact the local emergency services first. Then tell us, so we can act on our side — suspend an account, stop a delivery, or give the authorities what they ask us for.