Hideout improves order accuracy and cuts delivery refunds

Hideout is rather more than a restaurant: it is a place designed to evoke those childhood hideaways where fun had no closing time. It was founded in 2019 by Lucas and Bea, two Brazilians with a very specific idea, bringing smash burgers to Spain, and an ideal city to try it in, Barcelona.

What did Hideout achieve with Bronze?

Hideout verifies more than 98% of its delivery orders with computer vision before they leave the kitchen. That coverage has improved prep accuracy month after month, reduced refunds for missing items and made it possible to file disputes with the photo of the order whenever a claim does not match what was actually prepared.

The challenge: growing without losing track of every bag

Hideout's growth brought with it the classic delivery problem: the more orders go out of the door, the harder it is to guarantee they all go out complete. They needed three things at once, and none of them could come at the expense of the product:

• Keeping prep accurate as volumes kept rising.
• Reducing the mistakes that end in a customer complaint.
• Stopping fraudulent refunds, the ones claiming an item that was in the bag all along.

The solution: one photo per order on the pass

Hideout brought Bronze Tracker into its daily routine. The new step is minimal: before sealing the bag, the order is shown to Bronze. Computer vision checks what it sees against the order and flags on screen if something is missing or if an item does not belong.

With coverage above 98%, the analysis stopped being a sample and became a complete picture of their delivery operation. And because every order is documented with its photo, the evidence is there whenever a claim needs challenging.

The results

• More control over prep: mistakes are fixed before the order goes out for delivery, not after the complaint.
• Fewer refunds and money recovered: with a photo of every order, unwarranted refunds can be disputed.
• A better experience for customers and for the team: fewer incidents means a better reputation on the platforms and a calmer shift in the kitchen.

In Hideout's words

We're really happy with Bronze, not just because it's improved our operational process but also because it helps us fight fraud effectively. It's let us produce proof when we need it, and it's also made the team pick up the habit naturally and check everything is right before the photo. Thanks to that, we've significantly reduced missing item cases, improved our customers' experience and, when we've needed to, won disputes and recovered money in cases of fraud.

The detail Beatriz mentions is the one we hear most often in kitchens that have been with Bronze a while: the team checks more carefully because they know there is a photo. Verification does not replace the kitchen's judgement, it reinforces it.

How to get to the same place in your kitchen

Photo coverage is the lever: the higher the share of orders verified, the fewer mistakes reach the customer and the more disputes can be backed with proof. With photo evidence, 83% of the disputes Bronze files are won (Bronze platform figure for disputes resolved in the last 12 months, July 2026).

If you want the detail on how a dispute is filed with each platform, we break it down in our guide to disputing unfair refunds.

If you want to see what would happen with your numbers, we start with a free review of your delivery data and a measurable pilot across your sites. Tell us how you work and we will set it up.