Common Collection Issues & What to Do
1️⃣ I Didn’t Get a Confirmation Message
Only attend if you get a confirmation message in Squad Chat. No message = no collection.
➡️ Report this via the Issue Report Form in the Volunteer Hub.
2️⃣ I Got a Confirmation, But There Was No Food
This can happen if:
Staff forget to decline a donation in time
Food is sold after 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.
3️⃣ 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.
4️⃣ 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 - Olio cannot change collection times directly.
✅ You can decline unofficial changes.
5️⃣ 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!
6️⃣ 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”
7️⃣ 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. Olio will escalate it via the agreed process.
✅ Always:
Only attend with a confirmation
Report repeat issues via the Volunteer Hub
Let your squad know what happened