Customers can claim a refund if their order wasn’t right – if it had missing items, it was cold, extremely late or damaged, etc.
When a refund is given, either Deliveroo or the restaurant will cover it (or we’ll share the cost), depending on what went wrong.
If you want to spend less on refunds, here’s a few things to try:
- Make sure your menu is correct and up to date. If customers don’t get what they expected in their order, they’re more likely to claim a refund.
- Close each package with a Deliveroo sticker or a stapled receipt to avoid damage or spillages on the way to the customer.
- Double-check that the package has everything the customer ordered. Tick each item off on the itemised receipt as you pack.
- Prep orders based on the pick up time, so it’s piping hot when it leaves the kitchen. That means fresh, hot food for customers, and a shorter wait time for riders, avoiding congestion in your restaurant.