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. 

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

How does the customer confirmation code work?

The customer will be sent this code while they wait for you to arrive. Upon reaching the customer's 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

You won't be paid for orders that aren't delivered to the customer and incomplete deliveries will be reviewed by our team, so using these tools properly helps demonstrate that you properly delivered the order. 

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

Here’s what to do when you can’t reach the customer at delivery:

• If the customer doesn’t answer the door at delivery, you should use the Chat and Call features in the rider app to try and contact them
• If they don’t respond, you should send them a notification in the rider app to let them know you’re leaving soon.
• If the customer still doesn’t respond, you should leave the order in a safe place, like outside their door, or with the building concierge or a neighbour. Remember to remove any age-restricted products like alcohol from the order – you should never deliver these items without checking the customer’s ID at the door.
• Tap Leave Order 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.
• Use your mobile phone to take a photo of where you’re leaving the customer’s order. You’ll need to allow the rider app to access your phone camera. It’s important that you don’t include any people’s faces or any other identity information, for privacy reasons.
• If the photo isn't clear you can take it again or tap Finish to complete the delivery.

You won't be paid for orders that aren't delivered to the customer and incomplete deliveries will be reviewed by our team, so using these tools properly helps demonstrate that you properly delivered the order. 

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 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 the 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