How to stop Deliveroo missing-item refunds at the counter
What Deliveroo asks restaurants to check before handover, and how to do it on every order to cut missing item refunds.
Deliveroo tells restaurants to check each item against the order receipt before the rider takes the bag. The instruction is in its Partner Help guidance on packing orders, updated on 27 February 2026. The same page asks partners to seal packages with a Deliveroo sticker. Both steps happen at the packing counter, in the last moments before handover.
In our experience, this is the step that slips first on a busy shift. The receipt prints at the pass and often goes into the bag unread. A missing side or the wrong drink leaves the kitchen. The customer reports it after delivery, and that report becomes a refund on Deliveroo, Uber Eats or Just Eat.
How do you reduce refunds on Deliveroo before handover?
Check every order against its receipt before it leaves the counter, as Deliveroo’s Partner Help asks. A missing or wrong item caught while the bag is still open is fixed in seconds and never reaches the customer. Bronze does this check automatically on every order. A camera over the packing counter photographs the order. Bronze compares what was ordered with what was packed in real time and keeps a dated photo of each order.
What does Bronze do at each packing step?
A manual check depends on how much attention one packer has left at 8pm on a Saturday. Bronze gives every order the same check, from the first lunch order to the last one at night. Verification takes under 1 second at the median (Bronze, July 2026), so the bag does not wait at the counter for it.
| Deliveroo Partner Help | What Bronze does at the counter |
|---|---|
| Check each item against the order receipt | Compares the order with what was packed, in real time |
| Seal packages with a Deliveroo sticker | Photographs the contents before the bag is sealed |
For an area manager running several sites, the result is one standard at every counter. Each order has a dated photo that shows what went into the bag. When a packer misses an item, the kitchen sees it at the counter and adds it before the rider leaves.
If a refund still lands on your account, our guide to Deliveroo refund disputes explains how to challenge the charge in Partner Hub.
See how Bronze checks every order before handover on the missing item claims page.
