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.

So based on your feedback, we introduced customer confirmation codes to the rider app for you to confirm that an order has been delivered, to help protect you from dishonest customers who might claim they didn’t receive their order.

Here are the answers to all your questions on how to smoothly complete an order with a customer confirmation code:

How will I know if the customer requires a code upon delivery?

You’ll only be notified if the order will require a 2 digit code once you have arrived at the delivery location. 

How does the customer confirmation code work?

The customer will be sent this code while they wait for you to arrive. Upon reaching the customers location, here’s what you should do:

Step 1: Kindly request the customer’s 2 digit code

Step 2: In the rider app, tap into the order and enter the given 2 digit code 

Step 3: Once the 2 digit code has been submitted, mark the order as complete in the app

What should I do when I am unable to find the customer, and  hence unable to complete the delivery?

If you’re unable to get ahold of the customer during your delivery, here’s what you should do:

Step 1: Send customer a message in the rider app

• Before you arrive at the customer:
  - “Hi, please provide me with your 2 digit code if you’re unable to meet me at the door. Thanks!” 
• At the customer’s door:
  - “Hi, I’ve tried ringing the doorbell and no one answered the door. As your order requires a 2 digit code to complete your order, kindly message me with your code. Thanks!”
• Give customers a call if they do not reply to your messages. [You’re advised not to call the customer more than twice]

Step 2: Inform customer you are leaving soon

If you still don’t receive any response, click on the button to inform the customer that “you’re leaving soon”.

Step 3: Leave the order safely

Click on the button in the rider app to inform that you’ll leave the order at the doorstep and follow the steps for when you Can’t Reach the Customer. If you’re still having trouble completing the delivery, contact live rider support through the rider app.

What should I do if the customer takes their food before I’ve asked them for the code?

If you can, you should knock on the customer’s door again in order to ask for the code, but if you can’t, please contact Live Rider Support who can confirm the order was delivered for you.

What should I do if a customer accepts the order without providing a code? OR are unable to provide their confirmation code?

If for any reason you can't get the code by speaking to the customer, here’s what you should do:

Step 1: Kindly pass customer their order

Step 2: Reach out to live support about the order and inform us through the app - we'll be able to help you complete the order and get back on the road.

Click here for more information