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

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Tips for restaurants to prevent order rejections and cancellations

How to avoid rejecting & cancelling an order (restaurants only) | Deliveroo Partners

This guide explains what rejected and cancelled orders are, why they happen and how to reduce them with simple operational routines. Reducing rejections and cancellations helps protect revenue, prevents negative reviews and can improve your Value Score and visibility in the app, supporting growth.

Step-by-step: how to reduce rejections and cancellations

FAQs: rejected and cancelled orders explained

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Rejected and cancelled orders create a poor customer experience and can reduce repeat ordering.

A rejected order is when your restaurant rejects a customer’s order (either automatically or manually).

An auto-rejection happens when an order is not accepted within 10 minutes, often due to staff not noticing an order or connectivity issues.

A manual rejection is when a staff member taps Reject.

A cancelled order is when you can no longer fulfil an order you previously accepted.

Keep your tablet connected to reliable Wi-Fi so orders are received.
Assign ownership each shift to monitor Deliveroo orders.
Enable auto-accept so orders are not missed.

Update your stock and mark items out of stock quickly so you can fulfil what is ordered.
If you cannot fulfil an item after accepting, use Item Substitutions rather than cancelling.

Step 3: Reduce partner-driven cancellations

Set accurate opening hours and schedule days off in Partner Hub so customers do not order when you cannot fulfil. 

Ensure staff are ready to prepare food if you are using auto-open. 

If closing early, turn off all systems correctly so you do not appear available.

Why should I avoid rejecting and cancelling orders?
Rejections and cancellations can lead to lost revenue, negative reviews, lower repeat ordering, and can negatively impact your Value Score and visibility in the app. Check in with the Open Reminder notification so we know when you are ready to start accepting orders

Tip: Check Wi-Fi and tablet charging before every shift to reduce missed orders.
Best Practice: Use stock routines that prevent customers ordering items you cannot fulfil.
Tip: Use substitutions instead of cancelling when only one item is unavailable.


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