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How to avoid rejecting and cancelling orders to protect revenue and improve visibility

Learn how to craft a delivery menu that converts

What you need to know about "Order-ready"

How the right hours boost your visibility

Set up your tablet and start accepting orders

Learn when and how to use 'Need more time'

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Delivering the best customer experience with every order

This article explains how the Deliveroo platform works for restaurants and stores, from receiving an order to delivering it to the customer’s doorstep. Understanding Deliveroo’s order flow helps you optimise operations, increase order volume, improve customer satisfaction and grow your business beyond dine-in. Knowing the flow also helps you reduce delays and missed orders, improving your performance score and visibility.

How Deliveroo works: A guide for merchants to grow your sales

Deliveroo is an online delivery marketplace that connects hungry customers with partner restaurants and stores through its app and website and supports the delivery process via a flexible rider network.

A digital storefront, listing your menu or product catalogue

A marketplace where customers browse and order

A logistics partner, coordinating delivery via riders

A growth channel that expands your reach beyond dine-in and walk-in sales

This marketplace model allows you to reach customers who primarily order via the Deliveroo app or website, helping you increase incremental revenue and brand visibility.

Step-by-step: from order to delivery

How orders flow through Deliveroo

1. Customer places an order
Customers browse the Deliveroo app or website and select items from your menu or store catalogue. Once they check out, the order appears in your restaurant dashboard on the Deliveroo tablet or partner device.

2. You accept and prepare the order
Once an order arrives:

Staff accept the order (automatically if auto-accept is switched on on)

Efficient preparation ensures riders can collect and deliver quickly, improving customer satisfaction.
3. A rider picks up and delivers

Deliveroo’s rider network - independent riders connected through the platform - will be assigned to collect your order and deliver it to the customer’s location. Customers can track their order progress in real time through the app until delivery is complete.

This seamless delivery flow helps reduce bottlenecks in your operations and ensures orders consistently reach customers as expected.

A large, active customer base ready to order every day

Order management tools (tablet app, Order Picker)

Real-time visibility into order flow and performance metrics

Logistics and rider support to handle deliveries efficiently

Marketing and growth tools to increase visibility and sales across the platform

Deliveroo’s marketplace technology and logistics help you focus on what you do best - preparing great food and products - while they handle the rest in the background.

Deliveroo uses a flexible network of riders who are matched to your orders when they’re ready for pickup. Riders work through the Deliveroo platform, receiving optimised route and collection information to keep delivery times efficient.

As a merchant, you don’t need to manage delivery personnel - Deliveroo coordinates this for you. Riders collect orders from your location and deliver them to the customer as efficiently as possible.

This rider network enables faster delivery, broader customer reach and reduced operational burden for your business.

How does Deliveroo work for my restaurant or store?
Deliveroo connects your business to an online marketplace where customers can order your items and have them delivered by a rider network.

Do I need to hire my own delivery drivers?
No. Deliveroo coordinates deliveries via its rider network, so you can focus on preparation and operational quality. If you'll be using your own delivery team, the process is a little different. You can read about that by clicking here. 

Can customers track their deliveries?
Yes. Customers can track their orders in real time through the Deliveroo app or website until they receive their delivery.

For more detailed answers, visit the Deliveroo Help Centre.

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