Why do I have Remake Orders?
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'.