This article tells you how to accept and prepare orders for Deliveroo customers if you use your own delivery fleet. We’ll also explain the information you’ll see on your Deliveroo tablet and printed order tickets.
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The tablet will ping and a window will pop up with all the order details.

This is where you can adjust the delivery time if you need to – this should be the time you need to prepare and deliver the order. This will let the customer know when they can expect their order to arrive.

If you need to reject an order for any reason, press ‘Unable to make order’ and select the reason why. We automatically reject orders if you don’t accept within 10 minutes. 

Some tips for avoiding order rejections:

The order will go on the order list on the left-hand side of the tablet. You can tap it at any time to see details of the order. You’ll see a countdown which shows you how long you have to get the order to the customer.

Double check the allergy information when packing the order and look out for the ‘Cash on delivery’ tag. This means the order hasn’t been paid for and your driver needs to collect money from the customer.

Remember to click 'Mark as out for delivery' when your driver has left the restaurant with an order so we can let the customer know.

If an order is late the timer will tell you how late and start pulsing.

Your printed ticket has all the order information and the customer’s details.

This includes a phone number and access code. If you need to contact the customer, you’ll need to enter that code to be put through to them. This is to protect their data. 

The ticket also clearly states at the top if cash needs to be collected or whether the customer has already paid.

You can see any past orders by tapping ‘Show completed’ at the bottom of the order list. You’ll also see the status of those orders: Delivered, Cancelled or Out for delivery.

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