1. I didn't get a confirmation message
Only attend if you get a confirmation message in Squad Chat. No message means no collection.
➡️ Report this via the Issue Report Form in the Volunteer Hub.
2. My confirmation message is late
You should receive your confirmation at least 30 minutes before your collection time.
If nothing comes through, please don't attend, and let us know via the Issue Report Form so we can look into it.
If it arrives with less than 30 minutes' notice, it's entirely your choice whether to attend, but please report that to us too.
Whatever you decide, always answer the Post-Collection Message after your collection, it's an important step that lets us know what happened.
3. I got a confirmation, but there was no food
This can happen if:
Staff forget to decline a donation in time, or
Food is sold after the confirmation is sent.
📣 Politely remind staff to manually decline the donation if there's no food, so volunteers don't waste a trip.
➡️ If it keeps happening, report it via the Volunteer Hub.
4. I got conflicting messages
If you receive both a confirmation and a cancellation, follow the latest message, it reflects the store's most recent update.
5. The store asked me to collect at a different time
Stick to the time shown in your slot and confirmation message. If the store wants to change it, they must request it through their head office, as Olio cannot change collection times directly.
✅ You can decline unofficial changes.
6. Store staff don't know about Olio
Let them know that Olio works with their food service or head office, and that collection info is on their internal Help Desk. Be friendly and supportive, most confusion is temporary!
7. The store said Olio didn't accept the donation
Ask them to manually accept using their handheld device:
Tap "Waiting for Response"
Tap "Accept"
Choose Olio
Tap "Submit"
8. My store isn't following the right process
Never contact the store's head office yourself, please report the issue through the proper channels.
➡️ Use the Issue Report Form in the Volunteer Hub, and Olio will escalate it via the agreed process.
✅ Always
Only attend with a confirmation.
Report repeat issues via the Volunteer Hub.
Answer the Post-Collection Message after every collection.
Let your squad know what happened.