Occasionally some customers contact Deliveroo to say their order has never arrived, but their rider confirmed it was delivered in the app. We realise this can be a frustrating and confusing experience for riders, and that’s why we’re introducing a new way for you to verify that an order has been delivered.
From now on for some orders you will be asked to enter a 2 digit confirmation code in the app
The customer will be sent this code while they wait for you to arrive.
You will need to ask the customer for their code and enter it to complete the delivery - please make sure to stay at least 2 metres away from the customer while you do this.
This simple process will allow us to verify that the customer did personally collect their order if they try to get in touch with us later to say they didn’t, without having to ask you what happened.
If for any reason the customer can’t give you their code, or refuses to share it with you, you should deliver the order as normal and contact Rider Support who will be able to confirm the delivery for you.
Frequently asked questions
Why do only some orders require a confirmation code?
We want your riding experience with us to be as smooth as possible. We’ll only ask for a confirmation code for certain orders so you don’t need to complete this step every time you deliver. Whether or not we ask for a code is based on a variety of factors, including order value.
What should I do if a customer can’t give me their code?
You should deliver their order as normal and contact Rider Support - they can confirm that the order was delivered for you.
What should I do if I can’t find the customer but need a code to complete the delivery?
If you still can’t reach a customer after calling and messaging them, you should leave their order in a safe place and contact Rider Support who can mark the order as delivered for you.
What should I do if the customer takes their food before I’ve asked them for the code?
If you can, you should knock the customer’s door again in order to ask for the code, but if you can’t, please contact Rider Support who can confirm the order was delivered for you.
Can I choose which orders require a confirmation code?
No, you can’t.