A customer is complaining about a missing item on Deliveroo: how to react

Complaints for “missing item” represent 40 to 50% of all refund requests on Deliveroo. It is also the category most abused by dishonest customers.

Prevention: implement a systematic verification protocol. Before closing each bag, a dedicated person (not the cook) verifies the order item by item, with the ticket in hand.

Photograph each completed order before sealing it. Use a dedicated smartphone positioned on the assembly station. The photo takes 3 seconds and serves as irrefutable proof.

Bags with security seals also protect against delivery people who might remove an item. If the seal is intact upon delivery but an item is missing, it’s a suspicious claim.

To dispute on Deliveroo: Partner Portal > Orders > select the order > “Report a problem” > “Refund Dispute” > attach a photo of the complete order.

The success rate of documented claims (with photo) is 60 to 75%. Without proof, it drops to less than 20%. Investing 3 seconds per photo can be worth hundreds of euros per month.