Customers can claim a refund if their order wasn’t right – if it had missing items, it was cold, extremely late or damaged, etc. 

When a refund is given, either Deliveroo or the restaurant will cover it (or we’ll share the cost), depending on what went wrong.

If you want to spend less on refunds, here’s a few things to try:

  1. Make sure your menu is correct and up to date. If customers don’t get what they expected in their order, they’re more likely to claim a refund.
  2. Close each package with a Deliveroo sticker or a stapled receipt to avoid damage or spillages on the way to the customer.
  3. Double-check that the package has everything the customer ordered. Tick each item off on the itemised receipt as you pack.
  4. Prep orders based on the pick up time, so it’s piping hot when it leaves the kitchen. That means fresh, hot food for customers, and a shorter wait time for riders, avoiding congestion in your restaurant. 

Related articles 

Managing refunds

Why have I been charged for this refund? 

How do I challenge a refund?

How is Deliveroo safeguarding restaurants?

How do I change prep time?



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