This article will explain why we track your order accuracy, and offer tips for avoiding order mistakes. Unsure where to check your metric reports? Read our guide
Inaccurate orders happen when a customer doesn’t receive exactly what they ordered - either because an item is missing or the wrong ingredient has been used. They’re one of the biggest drivers of low ratings and refunds.
Your inaccurate order rate is calculated as a percentage of total orders. You should aim to keep this below 2%.
Inaccurate orders often result from:
Mistakes during order preparation
Stock shortages
Driver errors (e.g., collecting the wrong bag)
To reduce inaccuracies:
Follow the build sheets every time
Double-check each order before packing
Mark items as ‘unavailable’ on your tablet if they’re out of stock
Ensure you order enough stock to avoid running out ahead of delivery dates
Use a packing checklist to confirm everything is included
Write names of dishes on boxes and order numbers on bags to help you identify the correct orders
Make sure drivers collect the correct bag
Even small errors can affect your rating, and therefore your sales. A consistent packing process goes a long way.