How Svaggy decides which rider gets each offer

1. Why we publish this

Under EU Directive 2024/2831 (Platform Work Directive, Article 6), digital platforms must disclose to platform workers — in plain language — how automated systems make decisions affecting them. The most consequential automated decision in your day is which orders Svaggy offers you. This document explains exactly how that works.

This document covers order assignment. The other three disclosures are:

• How acceptance rate, completion rate, and rating affect which offers you receive

• How to appeal a dispatch decision

• How humans review automated suspension or termination decisions

2. The signals we use today

When an order is ready (or about to be ready) for pickup, our system selects the next rider to offer it to using the following signals, in order of precedence:

• Franchise membership — you must be registered in the franchise that owns the order's pickup city. We never offer an order across franchises.

• Active employment status — your account must be active (not pending, suspended, or terminated).

• Online state — you must currently be toggled online in the rider app. Riders in offline, on-break, or on-order (already-busy) states are skipped.

• Not previously tried for this order — if you declined or timed out on this specific order earlier in its dispatch cascade, you are excluded from the remaining rounds for that order.

• Most-recently-online tiebreaker — among all eligible riders, we offer first to whoever's online state changed most recently. The intuition: if you just toggled online, you're likely standing by waiting; we route to you faster.

• Stable secondary tiebreaker — when state-changed-at is tied (e.g. you and another rider both came online at the same second), we order by rider id alphabetically. This is a deterministic, neutral fallback; it has no semantic meaning beyond breaking ties consistently.

If no rider matches all of the eligibility rules, the order goes into a queue and we retry every few seconds until a rider becomes eligible or the cascade exhausts (5 dispatch attempts maximum).

3. What we do NOT use today

To address common misconceptions:

• We do not use distance. As of v1.0, the algorithm does not consider how close you are to the merchant. (We are working toward distance-aware ranking — when it ships, this document updates and you'll be re-prompted to acknowledge.)

• We do not use your acceptance rate, completion rate, or rating in order assignment. Those scores affect appeals, suspensions, and longer-term standing, but they do not influence which offer you receive in real time.

• We do not use ratings, social network signals, or any predictive model for order assignment.

• We do not use rider preferences (favorite zones, preferred merchants) — every active online rider is evaluated equally per the rules above.

• We do not use commercial bidding or rider auction. Riders cannot pay, opt in, or receive "premium" offers.

4. How offers cascade

When an offer fires:

• The most-recently-online eligible rider is offered the order.

• They have 30 seconds to accept or decline.

• If they decline, time out, or are excluded, the next-most-recently-online rider gets the offer.

• After 5 unsuccessful rounds, the order is parked in a "needs manual dispatch" queue. Ops staff can then push the offer manually to a specific rider.

We do not change the 30-second timer or the 5-round cascade per rider or per franchise.

5. Stacked offers (batched orders)

When two orders going to nearby drops can be combined into one offer (you pick up both at the same merchant, drop in sequence), our system may present them as a stacked offer. The same selection rules above apply — the only difference is the offer card shows two drops instead of one. You may decline a stacked offer; the system then offers each constituent order separately.

6. Surge windows

When ops opens a surge window on a delivery zone, riders accepting orders within that zone earn an additional fixed bonus per drop. The surge window does not change which rider receives the offer. It changes the payout, not the selection.

7. When this document changes

If we change any of the signals listed above — for example, adding distance-based ranking — we will:

• Bump this document's version for any signal change

• Notify you in the rider app

• Require you to re-acknowledge the new disclosure before going online

Minor edits (typos, clarifications) bump only the patch number and do not require re-acknowledgement.

8. How to appeal a specific dispatch decision

If you believe the system unfairly skipped you for a specific order, see the appeals disclosure. We respond to algorithmic-decision appeals within 10 business days.

9. Audit access

Counsel and labour-rights organisations can request audit access to the actual selection logic via legal@svaggy.com.