With the Hub Ratings and Reviews section you can thank customers for their reviews, as well as responding to and learning from them, based on their order experiences.
Customers receive your replies, and any credit offered via email. You are 23% more likely to get another order if you reply to your customers.
To help we’ve put together some useful templates to make it easier for you to reply to customer concerns and reviews here.
How to reply to your reviews
Log in to Hub
Go to the 'Ratings and Reviews' section
Click on the ‘Reply’ box for the review you wish to reply to
Before writing a reply, make sure you read the below guidelines
Click ‘Send’. We'll check your reply and send it to the customer - once sent, you'll see the status change from 'reply being checked' to 'reply sent'.
How to reply to your reviews with customer credit
Log in to Hub
Go to the 'Ratings and Reviews' section
Click on the ‘Reply’ box for the review you wish to reply to
Before writing a reply, make sure you read the below guidelines
Tick "Add credit for their next order"
Select an amount from the dropdown
Click ‘Send...’ - and the reply will be sent to your customer via email.
When you send a customer credit, they have a maximum of 30 days to use that credit to order from you.
Guidelines for replying to reviews
When you’re replying to a customer, make sure you’re always:
Professional
Even though other customers can’t see your reply, it’s important to be polite to your reviewer. If they’re unhappy with your reply they might not want to order from you again.
Honest
If you or one of your team made a genuine mistake, apologising in your reply will help the customer feel they’ve been listened to.
Specific
Rather than sending a generic reply, addressing the customer’s specific feedback makes the reply feel personal – whether it’s that their portion wasn’t big enough, for example, or their food didn’t taste the way they hoped it would.
We may remove replies which include:
Inappropriate language
We automatically screen out replies which include swear words, an individual's personal information or other inappropriate language.
A strongly defensive or angry tone
Even if you feel the customer has been unfair in their review, accusing them won’t resolve the situation. Always address the feedback in a constructive way.
Encouragement to use another platform
We reserve the right to remove replies that ask the customer to place future orders through another delivery company, or direct, instead of through Deliveroo.
Placing fault with a third party
We want to maintain a positive and professional relationship with our riders. We understand that there may be times when you are unhappy with the service but we ask that you please contact us directly to resolve the issue.
Language preferences
Where possible, it's preferable to reply to the customer's review in the same language that the customer used for their review.
This is encouraged in all markets, but highly encouraged for multilingual markets, e.g. Belgium, Hong Kong, Netherlands and Kuwait.
This is not required in markets that have a single primary language, e.g. UK English, and the customer has left a review in a non-native language.
Frequently asked questions
What happens if my reply breaches these guidelines?
All replies are moderated, if there’s a breach of the guidelines your reply won’t be sent. You can check the status of your reply in the review.
Why can't I see the reply button?
You can check your user settings in the 'Team' section.
Only users that have 'replying to reviews' enabled can reply to customer reviews. Some users will also have the ability to give credit to customers.
Try logging in and out of Partner Hub and check with your admin user if you are not the account owner.
My reply wasn’t approved, can I send my reply again?
Yes, you can amend your reply and submit it again. Keep in mind that, once your reply has been sent to the customer you cannot edit it.
If your reply is rejected and you sent credit, the credit will not be sent and you will not be charged.
Is there a reply character limit?
No, we do believe that addressing the customer’s specific feedback makes the reply feel personal.
Can I change my review response once it has been sent to the customer?
This is not possible.
How many days after receiving a review can I leave a reply?
You have 30 days to respond, we recommend replying as soon as possible after receiving the review, while the experience is still fresh in the mind of the customer.
How will customer credit appear on my invoice?
You will find a total of customer credit that has been redeemed in 'Invoices'.
Any credit that you send a customer will appear on your invoice as ‘Restaurant funded voucher promotion’.
Can the customer reply to my reply?
No, the customer can only read your reply.