Driver withdrew funds but did not receive them

Driver withdrew funds but did not receive them

If a driver did a withdrawal but did not receive the funds by the scheduled date, use the following steps. 

  1. Determine the date that the funds should have arrived in their account. Give it by the end of the business day that the funds are scheduled to arrive and tell the driver to reach out the following morning if they did not receive the funds. 
    1. EX: A driver did a 2 day withdrawal on Monday and is calling Wednesday at 10am asking where the funds are. Tell him to give it until the end of the business day and call back Thursday if no money. A large majority of questions will be resolved by this. 
  2. If the driver needs escalation, have them email support@relayondemand.com and include a screenshot of the withdrawal from their app.
  3. If the funds have not arrived by the proper time: 
    1. Log into gigwage at https://app.gigwage.com/users/sign_in
    2. Go to Contractors
    3. Search the driver's name or email
    4. Click the ID number to see the driver's past and pending withdrawals
    5. Check the driver's profile info to make sure it is all there. 

      2. If any of the info shown above is missing, it may need to be entered manually to fix the issue. 
      3. If the bank account info is empty or not present, ask the driver to update it via the app. They can do so by going into the settings on their app and selecting Update Direct Deposit Info. 
      4. If info had to be updated in here and you see the transaction pending for the driver, notify gigwage via the Slack channel that they'll need to restart the transaction, preferably to the debit card on file so the driver can get it instantly. 
    6. If the transaction is pending, it will take about a half of a day to enter the driver's account if it is an ACH withdrawal.
      1. If the transaction is pending in the morning before 9AM CST, it will typically go through that evening. All others should go through the next morning. 
    7. If an ACH withdrawal is pending, Gigwage can cancel it and submit it to the card on file for the driver to get it instantly, if necessary. 

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