Customers can request a refund if something is wrong with their order (for example, missing items, cold food, damaged packaging or late delivery). Depending on the cause, either Deliveroo or the partner will cover the refund. A good order experience increases repeat orders and helps reduce refund costs.
Keep your menu accurate and up to date
Make sure item descriptions are clear and accurate.
Keep menu images up to date.
Ensure pricing is correct.
If customers receive something different from what they expected, they are more likely to request a refund.
Manage stock availability in real time
Use your tablet to mark items as unavailable when they are out of stock.
This prevents customers ordering items you cannot fulfil.
Follow food safety and dietary requirements
Cook food thoroughly and follow food safety guidelines.
Carefully check and respect dietary requirements, including allergens.
Ensure items meet your expected quality and freshness standards.
This is especially important for Freshness Promise claims in relevant markets.
Double-check orders before sealing
Before handing the order to the rider:
Check each item against the order receipt.
Tick items off as you pack them.
Make sure nothing is missing.
Seal and label orders clearly
To prevent damage, spillages or missing bags:
Seal packages with a Deliveroo sticker or staple the receipt to the bag.
Attach printed tickets to each bag or clearly write the order number.
Tie multiple bags together so riders don’t miss part of the order.
Prepare orders at the right time
Prepare food based on the pickup time, not when the order arrives.
This helps ensure food leaves your site hot and fresh.
It also reduces rider waiting time and congestion.
Confirm the order with the rider
Before handing over the order:
Confirm the order number with the rider.
This reduces the risk of giving the wrong order to the wrong rider.