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FAQs: Order ready? Need more time? Buttons
FAQs: Order ready? Need more time? Buttons

Common questions on ‘Order ready’ and ‘Need more time?’ features

Written by Hannie Cheese
Updated over a week ago

Why are we launching these features?

Using the ‘Order ready’ button will allow us to try to send a rider earlier when possible, helping to make the delivery process smoother and improving customer experience, ensuring orders arrive hot if they are prepared quicker than expected. Using the ‘Need more time?’ button will allow us to try to delay riders’ arrival where possible, reducing crowding in the restaurant and the time required to coordinate with riders.

Does pressing ‘Order ready’ send a rider sooner?

It depends. Deliveroo’s systems will automatically send a rider to arrive when we think an order will be ready. We normally get these times right, but sometimes we overestimate how long you need. In these cases, we’ll attempt to get you a rider sooner once you press ‘Order ready.’

When the network is busy, or if a rider is already on the way, this won’t always be possible. However, we would recommend that you continue to use ‘Order ready’ on every order. This way you can still provide Deliveroo’s models with valuable feedback on your actual prep times so that we can make more accurate predictions for your next order.

Pressing the button will also send a notification to the rider that accepts the order to let them know it’s ready to collect immediately, once they arrive at the restaurant, which can help improve your operations and communication with riders.

If we forget to press ‘Order ready’ on an order, what happens?

We’ll still send a rider to pick up the order at the target pick up time as usual.

What happens if there’s no rider assigned yet?

You can still mark the order as ready, and this will alert our system to search for a rider to arrive sooner.

What about stacked orders?

You should separately mark each stacked order when it is ready, and our system will handle them.

Why has my ‘Order ready’ button been removed?

It’s important to never keep riders waiting when the ‘Order ready’ button has been used. If we notice the ‘Order ready’ button consistently being used incorrectly or being abused, the feature will be removed. You can easily avoid this by only pressing the button once an order is ready to be collected.

Will using these buttons impact my prep time?

Yes, by the end of 2023 we will use both Order ready data and our own data on how long Riders are kept waiting, to estimate prep times. This means it is vitally important to use Order ready as often and as accurately as possible.

I used the ‘Need more time?’ feature but it did not delay the rider?

We’ll try our best to delay a rider arriving, however, this may not always be possible if a rider is already on the way. Please continue to use the button as it will still provide us with valuable feedback on your prep time.

Tip: the earlier you tell us that you need a delay, the more likely we are to be able to react.

After I use ‘Need more time?’ If the order is ready earlier than expected, what do I do?

In this situation just press the ‘Order ready’ button immediately to notify the rider.

When I use ‘Need more time?’ What is the impact on the customer?

When your kitchen is under a lot of pressure, ‘Need more time?’ lets you ask for a bit longer to get that order ready and avoid making riders wait. Remember though, customers will still be expecting their food as soon as possible so only use it when you need to.

How is ‘Need more time?’ different from ‘Busy mode’?

‘Need more time?’ operates at the order level, and can still be used after an order has been placed. Busy mode only applies to orders that have not yet been placed.

Why can’t I see the ‘Order Ready’ feature?

If you use a Deliveroo Tablet, please contact us and one of our team will be able to help.

If you are an API integrated partner, this may be due to a couple of reasons:

  • If you already “bump” orders or mark them as ready on a screen such as a KDS or tablet - please speak to your Integration Partner to understand how to connect this to Deliveroo.

  • If you don’t already mark orders as ready - you will need to use Order ready on the Deliveroo tablet instead.

Why can’t I see the ‘Need More Time?’ feature?

If you use a Deliveroo Tablet, please contact us and one of our team will be able to help.

If you are an API integrated parter, please contact your integrations partner to request this feature.

Technical questions

We receive orders directly into our POS or printers (via an API integration). Can we still use these features on our Deliveroo device?

Yes, you can still use these features on your Deliveroo device alongside any API integrations.

Can we send you Order ready signals directly from a screen or Kitchen Display System (KDS) using Deliveroo’s APIs, instead of via our Deliveroo device?

Yes, if you already use a KDS in your kitchen then this is highly encouraged. Please follow this link to learn more about setting this up

Can Tabletless partners use this feature?

Yes, please follow this link to learn more about setting this up

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