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  3. Deliveroo for Business FAQ

Deliveroo for Business FAQ

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ADMIN PORTAL

How do I add/remove an employee?

Managing your teams on the Admin Portal is super simple. Here is a short tutorial to help you get started:

  1. In your admin portal, look for the tab "Employees" on the top left, and click on it.

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  1. Now that you are in the "Employees" tab, you can add employees in two ways: add individual employees one by one or import in bulk with a CSV file.

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  1. You can easily add a new employee individually. All you need is a first name and email address.

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  1. To upload multiple users at a time, upload a CSV file. You can download a formatted template to help you format your CSV file.

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  1. To remove employees, simply select the employees that you would like to remove and click on "delete".

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If you still think you could use some help, simply reach out to your Account Manager, and they will be able to help you.

Can you help me change/add an allowance group?

Updating the amount, users and location lock of your allowance groups on the Admin Portal is super simple. Here is a short tutorial to help you get started:

  1. In your admin portal, look for the tab "Allowances" on the top left (3rd after "Orders" and "Employees"), and click on it.

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  1. Now that you are in the "Allowances" tab, you can either 1) create a new allowance group or 2) update an existing one.

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  1. To create a new allowance group, you just need a name an amount. If needed, you can add additional restrictions such as time of day or location/address.

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  1. To edit an existing allowance group, simply click on "Edit Allowance Group" on the top right corner.

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  1. You can then edit the name, allowance or restrictions of your allowance group.

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If you still think you could use some help, simply reach out to your Account Manager, and they will be able to help you.

ORDERS

Can you place an order for me?

We are here to help you as much as we can. If your order is over £150, it may qualify for our free Catering service. With Deliveroo for Business Catering, we take care of everything. From menu creation to order placing, and you even get a free van to deliver all your food in one go! If you would like to find out more, please reach out to your Account Manager.

I have an event coming up, can you help me?

We most likely can! With Deliveroo for Business Catering, we take care of everything. From menu creation to order placing, and you even get a free van to deliver all your food in one go! Whether you want amazing pop-ups, tailored food from one of our Caterers, or just your favourite restaurants, we can make it happen. If you would like to find out more about our Catering service, please reach out to your Account Manager or fill this form.

I need help with an order (live or delivered): My order didn't go well, what do I do? What should I do if I never received my order? Can you help me change my order? (time, items, cancellation)

For all  order enquiries, you can reach out to our dedicated Customer Care team on +44 203 699 9978.

FINANCE

Can I pay by card? Can you help me understand my CSV file? Why haven't I received my invoice/ Why is my invoice incorrect?

For all finance related queries, please get in touch with our Accounts Receivable team at accountsreceivable@deliveroo.co.uk.

I have an urgent query regarding my invoice/payment

Our Accounts Receivable team is here to help. You can email them at accountsreceivable@deliveroo.co.uk. Alternatively, if your query is urgent and you'd like to speak to someone, please reach out to your Account Manager, who will do their best to assist you.

GENERAL

Why is one of my favourite restaurants not showing?

Sometimes, restaurants will not be visible if they are unavailable at the time you are trying to order for. This can be because they are closed, or too busy to receive orders. If you need help finding an alternative, please get in touch with your Account Manager.

How do you work with Riders?

The Rider Information section on our website should answer all your questions about how we work with Riders. If you can't find what you are looking for, please get in touch with your Account Manager.

OTHER

Why is my allowance not working?

We are sorry you are experiencing some issues. There are a few reasons that could explain why your allowance is not working. Your company  may have pre-selected time and location restrictions to ensure orders  are made in accordance with your company's policy. Remember, when ordering on allowance, it's the delivery time that matters. So, if the delivery time is expected to be before your allowance kicks in, you won't be able to use your toggle. If this doesn't help and you are trying to order now, you can reach out to our dedicated Customer Care team on +44 203 699 9978.

I have not received an activation email?

The first thing to do in this situation is to check your SPAM folder? Your IT system may filter emails like this, so occasionally our activation email will hide in there. Additionally, if you already have a Deliveroo account, you won't be receiving an activation email and you have nothing to do, you should be all set.

If none of this applies to you, please reach out to our Corporate Service Centre at corporateservice@deliveroo.co.uk.

Can you send me a VAT receipt for this order?

With Deliveroo for Business, you get a consolidated invoice at the end of each month, as well as a CSV file with a breakdown of every order. You will find all the information you need in these documents.

I added a user but they are not in the invited tab?

Please get in touch with your Account Manager who will be able to help you.

I forgot to turn on the toggle at checkout. Can you refund my card and charge my company instead?

Uh oh! Unfortunately, we are unable to reverse an order once it has been placed.

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