Soon you'll be able to welcome Deliveroo customers into your restaurant to collect their orders.
We're gradually rolling out our new Pickup service and this article will help set you up for success if you're launching Pickup.
What we need from you
Before your restaurant can start accepting Pickup orders we need a few things from you:
- Send us your in-store menu prices
- Fill in your Pickup instructions for customers
- Create a clear Pickup point for customers in-store with signage
1. Sending us your in-store menu prices
We want to make sure that customers have the best Pickup experience from your restaurant. One way we can do this is to make sure that the price in-store is the same as the price a customer pays on Deliveroo. This is something that we're asking all restaurants who sign up to agree to.
If a customer notices they've paid a higher price on Deliveroo than they would in-store, then they will be able to claim a refund for the difference, which will be payable by you.
We'll monitor customer enquiries to verify all purchases and prices, before we process any refunds.
To avoid in-store customer complaints and refunds, please send your in-store menu prices to your local Partner Services team. Look up your country's contact details here (send us a PDF, photo, or website link - whatever is best for you!).
2. Fill in your Pickup instructions on the Deliveroo tablet
We have recently updated your tablet to allow you to handle Pickup orders. To add instructions for customers:
- Go to Settings in your tablet
- Enter instructions under the Pickup orders section (see image below)
3. Create a clear Pickup point for customers in-store with signage
Make sure it is clear to customers where they should go to collect their orders when they enter your restaurant - we suggest using a dedicated sign like the ones below, if you don't already have one.
To place an order for a Deliveroo Pickup sign please contact your local Partner Services team. Look up your country's contact details here
Frequently Asked Questions
Will the same address be used to direct the customer to my restaurant? Yes. You will also be able to add instructions for customers which are specific to your restaurant
Will my delivery menu be used for Pickup? We are asking partners to provide us with their in-store menu prices for Pickup so customers are paying the same prices as in-store.
Can I offer different items on my Pickup menu? Initially, we will only offer customers the same menu items for Pickup and Delivery, but we will ask you to make sure your Pickup prices are the same as in-store. If a customer pays more on Pickup than they do in-store then they will be able to claim a refund for the difference, which will be payable by you.
Can I run Marketer offers for Pickup? Yes. You can run a Marketer offer on your Deliveroo menu which will apply to both Delivery and Pickup. We’re exploring the possibility of running Pickup-specific offers.
Will I be able to turn off Pickup? Yes, however for launch you will have to contact your Account Manager or Partner Services to do this. It won’t be possible to do this via the app.
How will Pickup orders affect my invoices? Pickup orders will be clearly flagged as separate from Delivery orders in your invoices
Something else? Contact your Account Manager or your local Partner Services team. Look up your country's contact details here