Here are some scenarios that may occur while you’re on the road and delivering with Just Eat. 

Waiting at the restaurant

Restaurants may get busy especially during peak times of the day. If you are held up at a restaurant and are waiting for the order to be ready, ensure that you have updated your status to be “Parked at Restaurant”. 

As soon as you enter the restaurant, inform the restaurant staff that you’ve arrived and provide the correct order number.

Don’t forget to swipe “Collected” when you’ve picked up the order from the restaurant.

Contacting the customer

After picking the order up from the store or restaurant, the app shows you the delivery address of the customer. You can get in touch with the customer by tapping their name on the order or by tapping the phone icon on the order screen in the app. 

As a courier on the network, you’re responsible for any confidential information you receive, which may include customer or restaurant details.  We encourage professionalism for a safe and positive network experience. Read the Just Eat Social Code to set yourself up for success.

Customer unreachable

In the event that a customer is unreachable, please follow the below steps:

Double-check that you’re at the correct address and the customer’s special delivery instructions for notes on the preferred drop off location. 

Try contacting the customer using the Just Eat phone masking number.

After 5 minutes, If there has been no confirmation or indication of the customer picking up their food, chat in with our live support team to report an unreachable customer. 

You are not required to return undeliverable items to the restaurant. Before leaving the customer’s location, get in touch with the Just Eat team using the chat function in the app so that we can offer further assistance in contacting the customer. 

Missing items/Incorrect order

If a customer informs you of missing items in their order, please advise them to get in touch with our team using the Just Eat app. Mark the order as delivered so you can continue onto your next delivery.

Food Items Spilled/Ruined

If a drink item is spilt or a food item is damaged during transit, please use the chat function in the Courier App to notify our team of the situation. Depending on the situation, you might be asked to deliver the remaining items.