Where can I source supplies from?
All the products need to come from the specified suppliers on the opening order lists found on the Brand information. The ordering lists contain the SKUs required and links to the specific suppliers and products.
How do I order packaging?
You can order packaging here
The packaging to order from each brand is on the Brand pages, on the ordering lists.
How do I order the meat supply?
The suppliers are on the ordering lists. You must order the meat specified on the ordering lists for brand compliance and for food allergen safety.
For all the brands the meat needs to come from Bidfood.
Where can I see all of my sales?
You can view these on your Deliveroo and Uber manager hubs. You will also receive a weekly Looker dashboard every Tuesday which breaks down you sales, but also your reviews and metrics.
If you don't receive the weekly dashboard, please message the helpline.
How do I read my Looker report?
More information on reading your looker report can be found here.
Do you guys have social media? Are you promoting our brand?
- We do have a social media account and love to boost all our brands! Follow us on social media :)
Instagram: https://www.instagram.com/sessions.market/?hl=en - https://www.instagram.com/sobeburger/?hl=en
- https://www.instagram.com/chicknbunuk/?hl=en
- https://www.instagram.com/littlebaoboy/?hl=en
How can I change my number on the platforms?
To change your number, please contact us at Host Support: +447415725565.
Please note this is Whatsapp messages only, they can't take calls. The hours are 8am-7pm.
Can you update the rider instructions?
To change your rider instructions, please contact us at Host Support: +447415725565.
Please note this is Whatsapp messages only, they can't take calls. The hours are 8am-7pm.
How do we close ourselves?
To close your menu, please select the busy mode button on your tablet and set the proper amount of time you would like to remain closed. You can also change your opening hours on the tablet under 'Settings'.
If you will be closed for more than a few hours, please contact us at Host Support: +447415725565 on Whatsapp and they can update your hours for you.
What does open rate mean?
Your open rate is determined by how long your tablet remains on and taking orders within your designated operating hours. If you have a low open rate, this can affect your ratings on the app, and put you lower on the visibility chain of suggested menus!
If you are having issues with your open rate, make sure your wifi is connected properly, and that your staff know the importance of keeping the tablets open 100% of the time.
You can now get a commission reduction for having a strong open rate. Click here for more information on this.
Do I make the practice orders? Training orders?
Please do not make the practice orders or training orders. Normally these training orders are sent during the time of your launch day training performed with your chef trainer.
The practice orders help launch you at a high rating and position on the delivery apps but are not required to be made after your launch date as the pickup location is set to your own location.
Do we get any discount codes for the brands?
We will try our best to accommodate requests for discount codes for your brands to give to your friends and family.
Please contact Host Support on +447415725565 for these codes.
Can I add another brand into my kitchen?
Yes, you will always have the opportunity to add new brands as long as your kitchen operations are prepared and ready for another brand.
Please get in touch with the Host Support on +447415725565 and they will pass this on to the Account Management team for more information on our other brands.
What is my Bidfood account number?
Your Bidfood account will be created by the Sessions Team, and once the account has been activated you will receive the login details over email in the next following days.
You can find information on How to order on Bidfood here.
What are some stats for people who have longer opening hours than me?
To receive stats on the best operating hours for your brand, please consult with your account manager. You can do this via messaging the Host Support number +447415725565.
Who can I discuss my business operations with?
To discuss your ops, please arrange a call with our ops manager through the Hosts@sessionsmarket.co.uk email or via Host Support on +447415725565.
Where can I find a breakdown of my packaging order and pricing?
To receive a breakdown of your packaging and statements, please email Accounts@sessionsmarket.co.uk or message Host Support on +447415725565.
Can I add discounting to my menus?
Yes, of course, please let us know what you would like to discount and on which platforms. Message the Host Support with this on +447415725565.
What is the best way to boost my visibility on the apps?
- To help boost your visibility on the apps, it’s best to have a 100% open rate, as this will help keep you at top of the suggestions lists for customers in your area.
- Your operational metrics eg. prep time, missing items, rejected orders, all have a huge impact on where you appear so these need to be a key focus for you at all times
- App rating is another key driver, the higher your app rating the higher you appear and the more customers will want to order from you!
Where can I find a flat top grill? Or other kitchen appliances?
To source any kitchen appliances and equipment, please consult the Whatspp groups, the chefs there will be a section featuring everything you’ll need for launch.
What do I need to do before launch?
Please consult the Launch Checklists under the Brand Information, this will include everything you need to have a successful launch. Everything will be marked in simple steps.
Why is my menu wrong?
Please let us know which menu you are meant to be on, and we will have it updated for you asap. Message the Host Support with this on +447415725565.
What do you measure me on?
There are 4 key metrics that will need to be consistently met in order to beat the algorithm, make sure you get high visibility in the delivery apps & ultimately drive big sales!! The 4 key metrics are:
RATING - 4.5+
OPEN RATE - 99%+
PREP TIME - 15 mins or less
MISSING ITEMS - 1% or less
You will receive a call after launch with our ops manager who will run through how we track these metrics, but you can also message Host Support if you'd like a call to discuss further how these work.
Where can I see my sales?
You should be able to see your sales on your weekly looker reports! This will show you all the sales reports and daily ops for your site, including open rate, prep time, missing items, and ratings. If you are not receiving these please message Host Support on +447415725565 with the email you'd like to receive these reports - you can add multiple emails. We can also schedule daily reports additionally, so you can keep a closer eye on your day-to-day operations.
How do I dispute a refund?
In order to dispute a refund, you will need to login to your Deliveroo or Uber manager hubs, and show the platform proof of how the orders was made correctly. If you don't currently have access please message Host Support on +447415725565 with the email you'd like to have access.
You can contest having to remake food is the driver turns up more than 15 mins late, click here for the article explaining how to do this.
Where can I find local ingredients?
You must order the correct products listed on the opening order sheets in order to operate our brands. The SKUs can be found in the opening order sheet. This is to ensure brand quality and food allergen safety.
What are my hub details?
Your hub details can be found by going to the Deliveroo Sales hub: https://restaurant-hub.deliveroo.net/
Or your Uber sales Hub: https://merchants.ubereats.com/
Click forgot password
Next type your email shared with Sessions into the username, and reset a new password from a link sent to your inbox
Can you change my hours of operation?
Yes! Please tell us your new hours of operation by contacting us at Host Helpline: +447415725565 or hosts@sessionsmarket.co.uk
How do I report Live Order Issues (including rider issues):
Contact the delivery platform direct on the following numbers:
Deliveroo: 020 3699 9977
Uber Eats: 0808 189 2471
Just Eat: 020 3929 3609
What happens if the rider doesn't arrive?
Delivery platforms have a remake policy in place if you have an issue with an order or rider collection. You can request a Payment Adjustment if the food has still not been picked up 15 min after the allocated Rider Collection Time.
Deliveroo (20 minute remake policy). If you need to remake the food, you can be reimbursed for the waste. Call Deliveroo support on 020 3699 9977 with the order number.
Uber Eats (25 minute remake policy). If you need to remake the food, you can be reimbursed for the waste. Email Uber Eats on ukieats-support@uber.com.
A payment adjustment can be requested via Deliveroo Customer Service by quoting the order number. You will be entitled to a percentage of the total order value depending on which items had to be remade.
Can I set up Pick Up / Click & Collect on my delivery platforms?
Click & Collect / Pick Up will be activated on a case by case basis. If you wish to use this function, please request it from your Sessions Account Manager.
What happens with food poisoning allegations?
Delivery Platforms will inform Sessions about any food poisoning allegations.
How to deal with the complaint:
Please follow your usual investigation policy for food safety claims (the customer's details are provided in the email). The best way to deal with the customer complaint is to call them and conduct a thorough investigation & document it. Please share the outcome of your investigation with us once it's been completed and we will pass it on to the Delivery Platform to either close the case or agree on a mutual solution.
Why are there no delivery drivers in my area?
The delivery platforms (Deliveroo, Uber Eats, Just Eat) determine the rider availability in your area. If you're experiencing longer than normal wait times for drivers in your area, please contact us and we will report to the delivery platforms and investigate if rider supply is an issue.
Can I use my own drivers?
We do not recommend using your own drivers as this hugely impacts customer experience and ratings, which may increase bad reviews and refund requests (ie. cold food, damaged items, etc). The delivery platforms have algorithms that determine the optimal wait time and distance to customers to helps make things easier for restaurants to maintain high ratings.
Can I add items to my menu?
While you can't add main products to your menu, we can make suggestions of additional drinks & desserts you can add to your menu that are within brand guidelines to increase average order value.
Can I add alcohol to my menu?
Please contact your account manager if you wish to add alcoholic beverages to your menu.
Can I add Halal tags to my menu(s)?
Yes! We encourage our partners to serve Halal food. This allows us to boost your visibility in the app by using the Halal menu tag on delivery platforms. In certain locations, it is key to service your Halal audience. Please contact +447415725565 to let them know if your food is Halal so that they can add the right tags to your menus.