The courier

A courier's work is structured around three key moments: joining the platform (signing up and passing verification), starting a shift (switching on availability and receiving tasks), and completing each delivery (following the protocol, collecting payment if required, and settling cash at the end of the day).

Who the courier is

The courier interacts with the platform exclusively through the courier app. All communication about orders, location, cash and status flows through it. There is no paper, no coordination calls: the process is digital from start to finish.

Becoming a courier

Joining Te Lo Llevo as a courier requires passing an identity verification process (KYC — Know Your Customer). The aim is to ensure that everyone operating on the platform is who they say they are and meets the requirements to work in Spain.

1. Application on the public website

   The applicant visits the public website of Te Lo Llevo and completes the rider application form. They indicate their preferred operating area (for example, Los Alcázares / Santiago de la Ribera), their vehicle type and their contact details.

2. KYC document upload

   The applicant uploads the required identity documents in the app. The Operations team reviews each application manually and checks that the documentation is valid and complete.

3. Review and approval by Operations

   The Operations team accesses the application queue in the Operations console, reviews the documents, validates the identity and decides whether to approve or reject the application. On approval, they activate the courier's account.

4. The verification badge

   Once the documentation is approved, the courier's profile in the app displays the verification badge. Without it, the courier cannot switch to online status or receive tasks — the account remains on an onboarding hold until approval is complete.

5. First connection

   With the verification badge active, the courier can connect for the first time, switch on availability and start receiving delivery offers.

Going online

Each time the courier wants to work, they follow the same steps: open the app, check their profile and switch on availability. The platform begins sending them task offers in real time.

The online / offline toggle

The availability toggle is the courier's central control. When they are online, the platform knows their position and can assign them tasks. When they are offline, they receive no offers and their location stops updating.

Switching to offline mid-shift is possible, but if the courier has an active task they must complete it before disconnecting. The platform does not automatically cancel tasks in progress when a courier goes offline.

The dispatch board

The courier app organises tasks into three groups:

Accepting and running a task

When the system detects that an order needs a courier, it sends an offer to the nearest available courier. The offer appears on screen with the essential details: the pickup merchant, the delivery address, the estimated distance, and whether cash collection is required.

1. Receiving the offer — 15 seconds to decide

   The screen shows a 15-second countdown. If the courier does not respond before it expires, the task is automatically reassigned to the next available courier. There is no penalty for letting an offer expire, but consistently ignoring offers may affect how frequently new ones arrive.

2. Accept — action accept

   On tapping "Accept", the task moves to the active group and the order is assigned to the courier. The merchant and the customer are notified. The app shows the route to the pickup point with distance and estimated time.

3. Go to the merchant and pick up — action pickup

   The courier arrives at the merchant, collects the prepared order and confirms the pickup by tapping "Picked up". The order state advances to READY_FOR_PICKUP and then to pickup confirmed. At this point the customer sees in their app that the courier is on the way.

4. Arrive at the delivery address — action arrived

   On reaching the customer's address, the courier taps "I've arrived". The order enters state ARRIVED. The app notifies the customer that the courier is at the door and starts the wait countdown.

5. Wait for the customer — action wait

   While the customer has not appeared, the courier is in the waiting state (WAITING_CUSTOMER). The countdown runs on their screen. If the customer appears, the order is handed over; if not, the timer expires and the system handles automatic closure (see the delivery protocol section).

6. Complete the delivery — action complete

   The courier hands the order to the customer, collects cash if required and taps "Delivered". The order moves to state DELIVERED. If cash was collected, the amount is automatically added to their cash-on-hand balance.

The delivery protocol and no-shows

One of the most delicate situations in delivery is when the customer does not appear after the courier has arrived. The delivery protocol protects the courier and clearly establishes what to do and when the delivery can be considered closed.

• ARRIVED · Arrival

  The courier is at the delivery address. They tap "I've arrived" and the system notifies the customer. The wait timer starts from this moment.

• WAITING_CUSTOMER · Waiting for the customer

  The courier waits at the delivery point. The app shows the countdown visible to the courier. The customer can see the courier's position and receives notifications to come down or step out to collect the order.

• Automatic closure on timeout

  If the timer reaches zero without the customer appearing, the system closes the wait automatically. The order is considered completed as far as the courier is concerned: their task ends even though no physical handover took place.

• Return to origin — return-to-origin

  In cases where the protocol requires returning the parcel to the sender (for example, a neighbour delivery that cannot be completed), the courier executes the return-to-origin action. They bring the parcel back to the pickup point and confirm with the return-complete action. The system records who bears the cost of the return, the reason and the risk.

Return-to-origin flow

Handling cash

Many Te Lo Llevo orders are paid in cash at the point of delivery. This means the courier carries money during their shift. The platform keeps a rigorous record of that cash to protect both the courier and the business.

The cash-on-hand balance

Each time the courier completes a cash-on-delivery order, the amount is added to their cash-on-hand balance. This balance accumulates all the money the courier is carrying that has not yet been settled with the platform. The courier can check their balance at any time from the cash settlement console in the app.

The settlement process

1. Check the balance

   The courier opens the settlement console in the app and checks the total cash-on-hand accumulated.

2. Hand over the cash

   Following the Operations team's instructions (a physical handover point, a transfer or another agreed method), the courier delivers the accumulated money.

3. Confirm the settlement

   Once Operations processes the settlement, the balance returns to zero. If the courier was blocked, the block is automatically lifted and they can go online again.

Navigation and history

Route, ETA and distance

For each active task, the app shows the estimated distance to the pickup point and to the delivery address, together with the estimated time of arrival (ETA). The courier can open the map link directly from the app to get turn-by-turn navigation with their preferred maps application.

ETAs are calculated in real time using the courier's current position and the distance to each point. The customer and the merchant also see an updated ETA in their respective apps, which reduces "how long will it take?" calls.

The audit trail

Every action the courier takes in the app is recorded in an audit trail with a timestamp: accepting a task, marking a pickup, arriving at the delivery, completing or returning. This log is available to the Operations team and serves as a reference in the event of a dispute or incident.

The courier can view their own task history from the "Closed" group on the dispatch board. They will see each past delivery with its final state, the time and the cash amount collected if it was a cash order.

A day in the life of the courier

It is 12:30 on a Tuesday in Santiago de la Ribera. Marcos has been delivering in the area for three years and knows the neighbourhood like the back of his hand. He opens the courier app, checks that his cash-on-hand balance is zero (he settled yesterday) and switches on availability: he is online.

Two minutes later, an offer arrives. The screen shows: Bar La Marina, Calle del Puerto 4 — Deliver to Avda. de las Salinas 22 — 1.4 km — Cash on delivery. The 15-second countdown starts. Marcos accepts immediately.

He arrives at the bar, where the manager already has the bag ready. He taps "Picked up" and the app shows the route to Avenida de las Salinas. Four minutes later he is at the front door. He taps "I've arrived" and the customer receives a notification on their phone. Thirty seconds later the customer comes down. Marcos hands over the bag, the customer gives him €8 in cash (the order was €7.50, tip included), and Marcos taps "Delivered". The €8 is added to his balance: he is now carrying €32.

At 15:00, after several more deliveries, his cash balance has reached €94. The app has not yet triggered the €100 alert, but Marcos knows he is close. He takes a break, heads to the settlement point agreed with Operations and hands over the €94. The balance returns to zero. He is back online at 15:20 and closes the afternoon with four more deliveries and no incidents.

At 20:00 he switches off. He checks his history: twelve completed deliveries, zero balance, no blocks or pending alerts. A clean shift.