A guide for Pickup order fulfillment
Before your store can start accepting Pickup orders we need you to set up your Pickup menu, instructions and process any signage requests. Read more about getting ready for Pickup in this article.
Receiving a new Pickup order
New Pickup orders let you know when the customer will be picking up the order, by displaying their name and a pick up time.
You can accept or reject orders as you would with delivery orders.
Preparing a Pickup order
Pickup orders are shown alongside delivery orders on your Sunmi device and clearly marked with a customer icon and Pickup customer name.
Instead of just an order number, printed tickets also display the name of the Pickup customer at the top. This helps you to tell the difference between orders from delivery and orders from Pickup.
Frequently Asked Questions
Will the same address be used to direct the customer to my store?
Yes. You will also be able to add pickup instructions for customers which are specific to your store.
How are customer complaints handled?
If a customer complains in store, it’s best if their complaint is dealt with directly by in-store staff. If the customer requires a refund, call Partner Support or ask the customer to request a refund using the self-serve flow in their app. If customers have a problem after they leave the store, they can contact Deliveroo to resolve their issue.
Will I pay for refunds?
In some cases, you may be required to pay for a refund e.g. incorrect or missing items. If you notice an issue in-store, please handle it directly with the customer before they leave the store. If the issue is not addressed in-store, we will process refunds for Collection in the same way as for Delivery.
What if a customer is running late and food has to be remade?
You can hold the food for 30 minutes past the collection time, just in case the customer is running late. After 30 minutes, you may dispose of the items. You'll still be paid the full amount when you accept and prepare the order, even if the customer does not pick up the order.
Will my delivery menu be used for Collection?
Yes, for launch we will use the same menu for delivery and collection. Yet, partners can set different prices between delivery and collection items.
Can I run Marketer offers for Collection?
Yes. You can run a Marketer offer on your Deliveroo menu which can be applied to both Delivery and Collection but only one offer can be live respectively at the same time.
Will I be able to turn off Collection?
Yes, however for launch you will have to contact your Account Manager or Partner Services to do this. It won’t be possible to do this via the app.
How will Collection orders affect my pay statements?
Collection orders will be clearly flagged separately from Delivery orders in your invoices.