This article will outline Peckwater's new system to help you manage your key metrics for Deliveroo and prevent you from being closed for 60 days.
Deliveroo are introducing a strict policy that will close your stores for 60 days if they do not meet their thresholds for Rejections, Missing or Incorrect Items, Rider Wait Time, and Partner Fault Cancellations. You can read Deliveroo's full policy here.
Warning: If you exceed Deliveroo's threshold you will be unable to trade for 60 days.
In order to help you manage these metrics and to stop Deliveroo from turning off your stores, we are introducing a new system from the 6th of November 2023.
If you get close to Deliveroo's thresholds, we will pause your Deliveroo stores at key hours to prevent your kitchen from being overwhelmed and making mistakes. You will be re-opened for your full opening hours when your metrics return to a safe level.
We will notify you via email and text message when this happens to your stores.
| Key Metrics | Policy | How to improve |
| Rejections | <22% Rejected Orders | Please check that auto-accept is turned on on your Deliverect Tablet. |
|
Missing/Incorrect Items |
<12% Missing/Incorrect Items | Please tick your tickets when packaging to make sure nothing has been missed. |
| Rider Wait Time | <40% of orders with a rider wait time over 5 minutes | Please alert our support team through the Partner Portal to update your Driver Notes |
| Cancelled Orders | <4.5% Cancelled Orders | Please do not cancel orders once they have been accepted. If you are closing early please contact our support to update your opening hours. |
Note: As long as you follow our training guidelines, this will not impact your business.
If you have any further questions please feel free to reach us on any of the following channels:
1. Contact our Support through the Partner Portal Chat.
(Open 24/7 with a 5 minute response time)
2. Contact our Support through Whatsapp on: +44 7723 954692
(Open 24/7 with a 5 minute response time)
3. Reach out to your Account Manager
(Your Account Manager will reach out to you within 3 days.)