Complete guide: contesting a fraudulent refund on Deliveroo

Each month, thousands of restaurateurs lose money due to automatic refunds that are not justified on Deliveroo. The platform prioritizes immediate customer satisfaction, often at the detriment of the restaurateur.

The problem: when a customer claims a refund for “missing item” or “poor quality,” Deliveroo often processes it automatically. The amount is directly debited from your account without giving you the opportunity to defend yourself.

To contest effectively, you must build a solid file. Systematically photograph each order before sealing it. Note the preparation time and the delivery time. Keep the receipts.

Go to the Partner Portal Deliveroo, section “Orders”. Identify the disputed order and click on “Report a problem”. Select “Refund Dispute” and attach all your evidence.

Order #12345 has been prepared according to the request. Attached photo shows all items before packaging. The order was handed over to the delivery driver at 12:34.

The processing time is generally 5 to 10 business days. If you haven’t received a response, follow up. According to our experience, 60 to 70% of well-documented disputes result in a refund in favor of the restaurateur.

Pro tip: keep a record of all your disputes. If you notice patterns (the same client repeatedly claiming, the same delivery driver associated with problems), report it specifically to the platform.