FAQs
Orders Change topic
- What should I do if I want to unassign an order after waiting more than 15 minutes at the restaurant?
- What are delivery notes?
- What if the customer’s location changes while I deliver an order, or the map shows a wrong pin?
- What is a stacked order?
- Do I need to show the restaurant my phone when I collect an order?
- What should I do if my vehicle breaks down or my equipment stops working?
- How to handle spilled items during a delivery?
- Sometimes I feel like I have to wait a little while before I'm offered any orders. Why is this?
- Can I unassign an in-flight stacked order?
- Can I unassign a stacked order?
- What is the impact on acceptance rate if I reject the stacked orders?
- What would happen to my acceptance rate if the order was cancelled by a customer / restaurant?
- How far do I have to travel to the restaurant or the customer?
- If there's an emergency while I'm on an order, what should I do?
- Why can't I call and reach out to the customer?
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.
