The returns feature gives you the ability to mark non-perishable items as “returnable,” via menu-manager or menu API. The return feature will allow a customer to request to return a certain item, if they have changed their mind and no longer want them. Customers will begin that return flow in the app, and will be required to physically bring the item into the store - once they do that, and once you accept the return, only then will the customer get refunded. Note that all returned items must be logged on Hub; this is to ensure that the customer receives their refund.
Marking Items as Returnable: mark items in your menu as “returnable” on Hub (or via the menu API) to provide customers the option to return the item.
Approving a Return: when a customer brings the return to your site, you will be able to approve or reject the return using Hub. If accepted, Deliveroo will process a refund for the customer on your behalf, for the full item(s) value. Please note, that we will not reimburse the commission for the returned item.
Rejecting a Return: if you reject the return, there will be no action from Deliveroo. Deciding on whether to reject or accept the return should be decided based on consumer protection law and your existing returns policy.
Partial Returns for Multiple Items: you can choose to accept or reject return requests for each item separately, even if they are part of the same order. However, items that are sold as bundles have to be returned in its entirety.
If the return is not available in Hub, check if the customer has initiated a return in their Deliveroo app. If no return has been created, inform the customer that they need to create a return before the refund can be processed. To do this, instruct customers to visit Order Help and choose 'return items'.
Exchanges
If the customer wishes to make an exchange rather than return, make sure to log it as a return in Hub. While processing the return in Hub, select "reject" as the customer has received a replacement instead of a refund in this particular situation.
Marking non-perishable items as Returnable
When adding or editing an item in Menu Manager, you will see an option “Is this item eligible to be returned?”. By selecting “yes” and adding the item to your menu, customers will be able to return these items, if needed, after ordering them via the Deliveroo app.
Note that perishable items are not eligible for returns. Due to their nature and limited shelf life, it is not feasible to accept returns for perishable items. We prioritise the safety and quality of our products, and therefore, perishable items are exempt from return policies. Only non-perishable items such as merch, cook books, beauty, and personal care can be eligible for returns.
Which non-perishable items should be marked as Returnable?
Customers have rights under consumer protection law to cancel their contract and return certain types of products for a refund within 14 days of receipt. In addition, you may have a returns policy which allows customers to return products for a refund for any reason for a period longer than 14 days.
You should mark any item that you believe a consumer should have the right to return under consumer protection law or under your returns policy as “returnable”.
Approving or Rejecting a Return
When a customer requests to return an item, they will select the item they’d like to be returned in “Order Help” on the Deliveroo App. A return order will then be created for the customer and they will receive an email with a code to be presented in store.
When the customer arrives at your store, you will need to action the return in the Sales section of Hub and click the returns tab.
Click into a specific return to approve or reject each return
Once you approve a return, you can easily review the return details per item
Customers have the right to return items if they are not satisfied or if the product does not meet their expectations. This ensures that customers have confidence and trust when making a purchase. By offering a fair and flexible return policy, this demonstrates a commitment to customer satisfaction, ultimately building long-term loyalty and enhancing the overall reputation of the business.
How do customers return items?
Customers can opt to return items via the Deliveroo app by following the below steps:
Click on "Order Help" and then select "Return Items"
If the item has been marked as returnable in Hub / via menu API, customers will see the option to proceed with the return.
Customers can then select the specific items they wish to return, and this information will be transmitted to your Hub.
Customers will be responsible for physically getting the item back to your store.
In your Hub's Sales page, under returns, you will receive the request for return.
Once you have reviewed and approved the return (for instructions on contesting a return, please refer to the relevant guidelines)
Who will pay for the return?
If you accept the item to be returned, Deliveroo will process a refund for the customer on your behalf, for the full item(s) value. Once a return has been approved, it will automatically generate a refund for the customer. Therefore, you will not be able to contest the refund once the return has been approved.
When an item is returned, the commission for that specific item will not be refunded back to you.
Benefits of using the return feature
Non-perishable items must be returnable to provide customers with the flexibility and assurance that they can change their mind or address any issues with their purchase.
Increased customer satisfaction: Offering retail returns provides customers with the confidence that they can easily return products if they are not satisfied.
Increasing sales: By offering more products to your customers, you can increase sales made through Deliveroo.
Enhanced trust and loyalty: Provide a hassle-free return process, build trust and loyalty with customers, encouraging repeat purchases and positive word-of-mouth recommendations.
Compliance with laws: Using the returns feature allows you to comply with consumer protection laws which allow customers to cancel their contracts and return items.
Returns Troubleshooting
If you need help managing returns or you have any questions, you should contact us over live chat, or raise a ticket in Hub.. Our Customer Care team is here to resolve any queries and ensure you have the support you need.
Returns Policies
You are responsible for communicating and enforcing your own returns policies. You have the option to include their returns policy at the top of the menu if you wish. It is important to outline your return guidelines and procedures, including eligibility criteria, timeframes, and any additional requirements.