About refund details and where to check your refunds
Customers can claim a refund if their order wasn’t right – if it had missing items, if items were cold or damaged, or if the order was extremely late.
When a refund is given, either you or Deliveroo will cover the cost, depending on what went wrong - see below.
Check your refund details through Hub
To learn more about the status of your refunds, simply head to the ‘Sales’ section in Hub to find your refund report.
- What you see is determined by your Hub permissions
- Staff users can see a ‘Refunds Given’ summary in Hub's Home page
- Admins and managers can access the full refund report in Hub's Sales section
Here, you can see the total number of refunded Deliveroo orders over the last week, by day and time of day: a darker colour shows higher refunds, lighter colours mean lower refunds.
Your Hub 'Sales' tab (‘Refunds’) gives you more details about refund requests you've received, including pending ones, refunds given, and rejected refunds.
How to check refund details on Invoice?
Refunded orders will appear on your invoice under ‘Additional fees’ as a refund debit. To find your latest invoice, go to Hub's Invoices section.
We'll also email you a summary of any refunds you are responsible for, on the day they are processed.
This email includes the order number, time of order, items impacted, and the amount refunded to the customer.