Below you can find some explanation between the difference between:
- the total revenue that Deliveroo reports, and
- the total revenue of Deliveroo recorded in your POS
Discounts
Your Deliveroo reports may include the balance before discounts were processed. Please make sure that the total revenue you're looking at in Deliveroo does not include Discounts, Delivery Fees and/or commission fees.
Missing Orders
Unfortunately, there may be connectivity issues preventing Deliveroo from sending orders to Deliverect. To confirm, compare the number of orders in your Deliveroo dashboard and the number of orders in your POS reports. If there is a variance, check your Deliveroo orders for any warning messages highlighting that orders required manual input into the POS.
Failed Orders
In some cases, Deliveroo orders may fail to inject into your POS. This is most probably because not all products/modifiers have been matched to a corresponding PLU from your POS. To resolve this, follow these steps:
1. Sync Products from the POS to Deliverect: Locations > Sync Products
2. Check your menus: if you need to add or remove any products to your menu, do so now.
3. Publish menu to Deliveroo: Menus > Publish Menus > select the menu > select Deliveroo > select 'Publish Menus':
Remake Orders
Sometimes Deliveroo will send through Remakes of orders. These can be due to driver or restaurant errors - to clarify which, please reach out to your Deliveroo account manager.
These orders will be sent through to Deliverect, and then to your POS, as fully paid orders. You may notice that in your Deliveroo dashboard, these orders are assigned £0.00. This is because it may be your fault, or you're awaiting Deliveroo's decision on whose fault it is.
The Deliverect Order Note will highlight whether or not this is a remake, so you can decide if you need to manually void the cost in your POS, as you may not receive the balance from Deliveroo if the fault is yours.
In the Order Note, the number following the '-' will tell you which order the remake is from. In the below order, the original order was #2102:
This information can also be found if you select 'Export Orders' in Orders. If you have a high level of Deliveroo remakes and would like to locate them easily, head to Orders > use the filter to select your date range, channel = Deliveroo and specific location if necessary. In the top right, you can then Export Orders:
Use ctrl+F to search the CSV, searching the word 'Remake'.