A low wait time and being on good terms with drivers is incredibly important for any delivery restaurant to succeed.
Cold food will result in poor ratings and you could lose valuable repeat customers, so we recommend remaking food that has been sitting for more than 15 minutes.
If you have to remake an order because a rider has not been assigned by a platform, please read these instructions on how to claim back the cost of the food:
Remakes
Deliveroo
You can apply for compensation in your Deliveroo Restaurant Hub should you have to remake the food. Orders that have not been picked up 15 minutes after the designated rider arrival time are eligible for compensation. *This is not automatic,* you must notify Deliveroo immediately in order to receive this pay-out.
- You can do this through ringing this number: +44 (0)20 7138 9037
- Please make sure to provide the order number/receipt!
- We recommend taking a photo of the completed order as evidence to better your chances at receiving a refund.
UberEats
If the driver arrives more than 15 minutes after the designated arrival time on the order, you must submit the order details to Uber Support who will then process a refund if valid. Again, this is not automatic. You have to contact them in order to receive this payout.
- Details of the store (name, location)
- Order details (number, time, order arrival time etc)
- The more information provided the better !
- Uber support email: ukieats-support@uber.com
JustEat
Just Eat don't offer compensation for remakes, it works slightly differently:
You can dispute customer refunds in the JustEat partner centre:
- Go to “business help”,
- “send us a message” and then
- Select “Customer Refund Dispute”.
Please note this is only applicable if a customer has requested a refund due to cold food and cannot be used to fund a remade order.