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Accepting and preparing delivery orders
Accepting and preparing delivery orders

Understand the Deliveroo order flow and learn how to accept orders and track riders on your Deliveroo tablet

Written by Ash H
Updated over a week ago

This article has all the information you need to create a smooth customer experience.

The Deliveroo order flow

This is how a Deliveroo order works from the moment the customer places their order, to the moment your food arrives at their door.

Understanding the default screen on your tablet

You can view and manage all your orders from the default screen.

  1. Navigation

  2. Orders in progress

  3. Order details

  4. Completed orders

Accepting delivery orders on your tablet

When you get a new order, the tablet will ping (make sure the volume is up) and a window will pop up with the new order details. 

  1. Pick up time This is when the order needs to be ready for the delivery rider

  2. Customer details

  3. Order details

  4. Accept order

  5. Reject order

After you accept a delivery order

The order will appear in the orders in progress list. Tap on an order to see the details.

Remember, start preparing an order as soon as you accept it, so it's ready on time.

  1. Orders in progress

  2. Rider distance This is how far away the rider is from your restaurant

  3. Pick up time This is when you need to get your order out for delivery

  4. Allergy information

  5. Rider feedback This is where you can rate the rider

Understanding printed order tickets

We recommend that you print off every order to avoid incorrect or missed orders.

  1. Order ID Always check the order ID before passing an order to a rider

  2. Pick up time This is when the order must be ready for the delivery rider

  3. Allergy & cutlery Don't include cutlery unless the customer has asked for it

Tracking riders

You can track the status of your rider for each order on the left hand side of your screen. 

  1. Rider status Riders are assigned to your order automatically. 

  2. Rider arrival The rider has arrived when the order flashes yellow. 

Tip: To make sure the rider picks up the right order, just attach the order receipt to the outside of the bag.

Completed Orders

Once the order is with the rider, it will move to the Completed order list. 

You can also see your completed orders on the Sales page in Partner Hub.

Reject an order

When you have to say no to an order, you'll be asked to select a reason why:

1. Ingredient unavailable Keep the availability of your menu items updated

2. Closing early Keep opening hours updated so customers know if you're closed

3. Too busy Next time try switching on 'Busy mode' instead of rejecting an order

4. Other Unforeseen circumstances that are out of your control 

Automatic rejections We’ll auto reject an order within 10 minutes of it being placed to make sure the customer doesn’t go on waiting. So please keep checking the tablet.

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