We’ve recently updated how we calculate refunds for customers who claim compensation for an item from a bundle, such as a drink, side or sauce that’s included in a meal deal.
This change only applies when the item does not have an individual price listed on your menu. If your bundled items already have individual prices, nothing will change for you.
Previously, these items triggered a flat 7 AED / 0.2 KWD / 7 QAR refund. This has now been replaced by a system that calculates a more accurate refund based on the value of the item.
FAQs
Why has Deliveroo made this change?
The flat 7 AED / 0.2 KWD / 7 QAR refund amount wasn’t always a fair reflection of an item’s value. This often led to customer complaints and escalations to our support team.
By introducing a smarter system to estimate item value, we can offer fairer refunds to customers. This will improve customer experience and reduce complaints.
What kind of items does this apply to?
This only affects items like drinks, sides, or sauces that are part of a bundle or meal deal but don’t have an individual price listed on your menu. Because there’s no set price to refer to, we estimate the value of these items when a customer claims compensation and use that to calculate the refund amount.
For example, if you listed a 40 AED / 3.3 KWD / 40 QAR Burger, Chips and Drink Meal Deal with a choice of fries, rosemary fries or hashbrowns as the chips, but you do not have individual prices for these items on your menu, a missing or burnt fries order would previously only receive 7 AED / 0.2 KWD / 7 QAR in compensation. This amount does not reflect their true value.
Now, our AI system calculates a more accurate value for the fries as part of the 40 AED / 3.3 KWD / 40 QAR meal deal and the customer receives fairer compensation.
How is the new compensation amount calculated?
We use AI (artificial intelligence) to calculate the refund amount when one of these items is included in a compensation claim. The system reviews the item and order details to estimate its value, allowing us to offer more accurate refunds without customer escalation. Refunds will never exceed the total order value.
Will this affect all my orders?
No. This change only affects refunds related to items that:
Are included as part of a bundle (e.g. drinks, sides, sauces)
Don’t have an individual price on your menu
Will I be charged more because of this?
You may notice a slight increase in refund amounts for certain claims. In most cases, the additional cost will depend on the reason for the refund and whether it falls within the Partner Policy on Compensation.
Will this result in more customers making compensation claims?
No. This update only changes how we calculate the amount refunded, not how often customers can request compensation.
Can I opt out of this change?
No. This update is being rolled out across Deliveroo to ensure fairness and consistency.
What if I believe a refund was incorrect?
You can dispute any refund through Partner Hub or by contacting your Account Manager.
Where can I see these compensation amounts?
You can view refund breakdowns in your adjustment reports in Partner Hub.
How can I make sure bundled items are priced correctly for refunds?
To make refunds as accurate as possible, bundled items like drinks, sides and sauces should be clearly priced. Correct menu setup helps ensure estimated values reflect your intended pricing and keeps compensation fair.
We have created two helpful guides to walk you through the process, depending on how you manage your Deliveroo menu.
Menu Manager
If you use Menu Manager via Partner Hub to manage your menu, please refer to this guide.
Menu API Integration
If you have a Menu API integration, please refer to this guide.