2 minutes read  |  Posted: 20 July 2023

Tips for successful orders

Preparing food

What you'll get from this article:

Tips on preparing orders for delivery
Why your menu’s accuracy is so important
Ways to head off any possible customer complaints

Keep customers happy, keep them coming back

Happy customers make for more repeat orders and it can all come down to how you ready your orders for delivery. 

There are a number of things that can play a big part in creating a happy customer rather than a complaint. With this in mind we have created a quick checklist on preparing your orders for the perfect delivery. 

7 top tips

1. Ensure you mark orders as ‘out for delivery’ or ‘delivered’ in a timely manner (if you deliver yourselves)

Why? If a customer says that their order has not been delivered, Just Eat will have this tracking information and dispute the claim if and reject a refund if the order delivery status was accurate.

2. Package cold food away from other food items

Why? This prevents damage to the food items (for example ice cream melting or hot food getting cold.)

3. Package non-canned/bottled drinks away from other food items

Why? Prevents spillage or damage to other items ordered.

4. Use actual photos of your food on the menu

Why? Just Eat request photo evidence from customers for food quality issues and damaged item claims. We validate that these photos are unique and show the described problem - this is much easier if we can compare to your actual product.

5. Describe menu items clearly. Include key ingredients and any items they come with (sides, sauces, drink etc.)

Why? If a customer claims an item is ‘cooked incorrectly’, is ‘not as described’, or is ‘missing items’, Just Eat validates this against what is shown on the menu. Having accurate and descriptive menus help us make the right decision when assessing a refund claim.

6. Ensure menu items are customisable where appropriate so that it is clear what the customer is going to receive in their order

Why? This makes it easier to see exactly what was ordered if the customer disputes the contents of the order.

7. If an item is out of stock, mark it as ‘out of stock’ and not available for sale. Do not substitute the item

Why? If the customer has ordered something but received a different product, they can raise this as an ‘incorrect item’ which requires a refund unless the substitution has been agreed with the customer.

Thanks for reading this. We hope you’ll find these suggestions helpful in helping you create even more happy customers. You can make changes to your menu anytime on the Partner Hub.

Make menu changes