Delivering Great Customer Service

Walmart’s Spark Driver Mobile App Terms of Use, which incorporates service level standards and compliance protocols, are designed to help maintain a positive experience for both drivers and customers while ensuring orders are delivered correctly, safely, and respectfully. For full details, please refer to the Terms of Use which can be found on the website or in the Spark Driver App under "Settings.” * 

Here is a quick glance at some helpful information, contained in the Terms of Use, that promotes great customer service: 

Professionalism - Treat people with respect and dignity. This standard applies for any interactions with customers, Walmart associates, and others you may encounter while completing an order through the Spark Driver App.  

Reliability - Perform the offers you select rather than frequently accepting then cancelling orders.  

Passengers - Children should not be left alone in vehicles. Passengers are not authorized drivers on the Spark Driver platform and therefore cannot participate in delivery completion. Additionally, rideshare passengers are prohibited from riding along on deliveries. 

Vehicle Eligibility - You can use any car that is able to transport orders safely and reliably to customers, accommodate the size requirements of the order, and keep the order secured and covered. 

Trust & Safety - Comply with all applicable laws, including (but not limited to) laws related to safeguarding orders, privacy, criminal acts, discrimination and harassment, and local ordinances. 

Insurance - Maintain vehicle insurance as required by provincial law, or as indicated in the Terms of Use, for the type of services you are providing. 

App interactions - Interact with the Spark Driver App yourself. Do not share your account with someone else, and do not use someone else’s account. Do not use any robots, bots, spiders, site-scrapers or other creations designed to manipulate the intended functionality of the Spark Driver App.  

Offer acceptance - When reviewing offers on the Spark Driver App, you can control how many offers you want to accept. 

On time arrival - If you do accept an order, arrive at the store pickup location within 15 minutes after the scheduled pickup time.

On time delivery/delivery flow - Once picked up, deliver the order in the delivery window timeframe.** Complete the delivery as outlined in the Spark Driver App. Please refer to the Spark Driver App to review the customer’s delivery instructions, and any other information you may need to complete the delivery.

Food safety - Comply with all federal, provincial, and municipal food safety requirements during delivery. These requirements include (but are not limited to):

• Your vehicle must be clean, including no odours or smells. 
• You must maintain regulatory cold chain requirements. To meet these requirements, some orders require the use an insulated bag. You can use an insulated bag of your choice that meets these standards. The bag must be in serviceable conditions (e.g. clean, there are no rips or tears, and the bag can be closed). 

*The information provided here interprets or supplements the Terms of Use. It does not supersede or replace the Terms of Use.

**The delivery window refers to when the customer expects the delivery, typically within an hour after the order is dispatched. Matters outside of a driver's control do not impact a driver's service level standards, such as bad weather, unusual traffic conditions, or errors in the Spark Driver App. Drivers are responsible for safe driving, including adjusting to weather and road conditions.