Orders

You are on an important mission...to deliver great food to our hungry customers’ home or workplace in the most efficient and reliable way.

You’re online. You can see other riders on the road too. You’re offered an order – but why?

Meet Frank!

Frank is our super-smart algorithm that decides which order to offer to which rider.

Our team is constantly updating our specialist technology, to ensure the best delivery solution for you. Orders are assigned based on the followings:

  • The specific dish that is being prepared
  • The location of the restaurant
  • The time of day and the day of the week
  • The number of riders on the road
  • How many live customer orders there are
  • The distance from the restaurant to the customer

>>Click here to learn more how the orders being assigned

We also deliver groceries now!

As COVID-19 continues to affect Hong Kong, Deliveroo is dedicated to ensuring our riders, restaurant partners, and customers are safe during this time. In order to better support our customers, you’ll be able to deliver groceries across Hong Kong! We hope this can gives you more of the type of deliveries you want, so you can continue to meet your personal earnings target with Deliveroo.

You are now able to deliver grocery orders from the following brands!

Learn more about what to do under these scenarios

What to do when you can’t reach a customer?

We know you always want to make sure customers receive their food safely, but sometimes it can be difficult to reach or find a customer. For example, their delivery notes may be unclear or they might not be answering their door.

We’ve built a step-by-step process for times like this into the rider app. These steps help you to contact the customer in every way possible and allow them a reasonable amount of time to respond.

1. Send them a message --> Give them a call

Tap ‘Chat with…’ to open a Chat window with the customer. To save you time, there’ll be a few message suggestions for you to choose from.

If they don’t reply, return to the Order screen and tap ‘Call’.

2. Tell them you’re leaving soon

If the customer doesn’t answer their phone or respond to your message, the option to send them a push notification will become available underneath the ‘Call’ option 2 minutes later. This lets the customer know that if they don’t respond quickly, you’ll have to leave.

3. Leave the order after 5 minutes

So you’ve messaged, called and sent a push notification to the customer but still haven’t heard from them? 5 minutes after you’ve sent them a push notification, you’ll be able to complete the delivery in the app. A reason list – the same one you usually see – will appear. All you need to do is select your reason, mark the order complete and leave it in a safe place for the customer.

If you can’t find a safe place to leave the order, please contact the Live Support who will be able to advise you what to do next.

Guide to deliver best service to customers

When you are on the road, you can reach out to our live support should you encounter any difficulties. Make sure to also keep our customer engaged through the in-app chat function, so they know you are around the corner!

Ride with care

Bring a clean thermal bag into the store with you when picking up the orders. This will help stop food from spilling or packaging being damaged.

Be respectful

Some well wishes can create a memorable customer experience

Check the delivery notes

They may contain instructions on how to identify the restaurant's or customer’s location or access their building

Post Order Tipping

A new way for customers to thank you for your great service!

We heard you!! So now Deliveroo customers are not only able to tip you when they order the food, we also made it possible for them to tip you after you’ve delivered their order.

1

Order delivered

After you’ve delivered an order, we’ll send the customer a push notification letting them know they can tip you through the Deliveroo app.

2

Your service stands out

We’ll send you a message through the app whenever you receive a tip so you know when your great service has stood out.

3

Tips you earned

You’ll be able to view any tips you get after you completed a delivery on the Earnings page in the app.

Order Assignment

  • Sometimes I feel like I have to wait a little while before I'm offered any orders. Why is this?

    Customer demand varies from time to time, and from zone to zone. For the best experience, remember to ride with us during our busiest times, such as lunch and dinner.

    Want to learn more? Go to this page for more information.

  • How far do I have to travel to the restaurant or the customer?

    While there isn’t a set maximum, majority of our orders are within 4 km.

    When we’re really busy, we ensure customers will get their order quicker by reducing the area from which they can place orders. Of course this means that trips for riders will be quicker and it will be easier to complete more deliveries.

    Want to learn more? Go to this page for more information.

Stacked Orders

  • What is the impact on acceptance rate if I reject the stacked orders?

    If you reject the entire stacked order, it will still be treated as though you have rejected just one order.

    Want to learn more? Go to this page for more information.

  • Can I unassign a stacked order?

    You can reject any order at any time anywhere, that's the flexibility Deliveroo offers.

    However doing so might impact your acceptance rate and therefore affect your boost fee.

    If you wish to unassign any order without impacting your acceptance rate, please make sure one of your stacked order consists of an order with a “Food Ready Estimate” time 15 minutes over the current time, then you can reach out to our CS to for help unassign the order without impacting the acceptance rate. Please ensure to inform CS of the order number you wish to unassign when you request.

    Want to learn more? Go to this page for more information.

  • Can I unassign an in-flight stacked order?

    You can reject any order at any time anywhere, that's the flexibility Deliveroo offers.

    However doing so might impact your acceptance rate and therefore affect your boost fee.

    If you wish to unassign any order without impacting your acceptance rate, please make sure one of your stacked order consists of an order with a “Food Ready Estimate” time 15 minutes over the current time, then you can reach out to our CS to for help unassign the order without impacting the acceptance rate. Please ensure to inform CS of the order number you wish to unassign when you request.

    Want to learn more? Go to this page for more information.

Contact-free Delivery

  • How do I deliver a contact-free order?

    Customers can choose 'contact-free delivery' at check out. You will see this in the order's delivery notes when a customer has selected this option. Check to see if there are additional instructions in the delivery notes, and follow any requests made by customers.

    Delivering Contact-free

    Protecting the safety of our riders, restaurant partners and customers is extremely important during this time. With this in mind, please make sure to follow every customer's requests for contact-free delivery. If we receive reports on riders not following Deliveroo's contact-free policy, their Supplier Agreement may be terminated.

    Watch the video to learn more!

    Want to learn more? Go to this page for more information.

  • Should every delivery be contact-free?

    No, you can check whether customer selected ‘Contact-free delivery’ in the order’s delivery notes when you are on an order. Please follow the customer’s requests and proceed accordingly.

    Click here for more information on how to deliver safely under COVID-19.

    Want to learn more? Go to this page for more information.

  • Can I choose to make every delivery contact-free?

    If you wish to carry out contact-free deliveries to limit contact with others, please let customers know beforehand by contacting them politely through the app before heading to the customer.

    Want to learn more? Go to this page for more information.