Covid-19Posted on 26.03.2020

FAQ on Food Delivery

Food delivery is considered an important service in these challenging times. So we’d like to reassure you that Just Eat remains open for your business, and stands ready to support you. 

Due to the Covid-19 situation, some restaurants in various areas are beginning to close their takeaway/delivery services, while others are opening up. In some areas we have had to temporarily suspend or restrict our courier service for some restaurants as of 11.59pm on 26 March. 

However, if it is safe for you to do so, you may like to offer your customers the option of contact-free collection from your restaurant. Find out how in one of the questions below. 

We are continuing to monitor the situation daily and when we are able to reopen courier services in your area we will update you immediately. Please accept our apologies for any disruption to your business.

What does this mean for my restaurant?

If you are impacted, you will receive an email to make you aware of how the changes will affect you specifically. The email will confirm whether we will no longer be able to offer Just Eat delivery services in your area or if we have had to restrict courier services, meaning couriers will only be available from 11:45am onwards and the delivery service will end at the regular time. However you may like to offer the option of contact-free collection from your restaurant.

Of course, if you are in a position to offer delivery service through directly engaging your drivers, we can open you back up for delivery. You can request to come online by using this link and selecting ‘Online Request’ from the drop down menu.

What is contact-free collection?

Contact-free collection is intended to help limit direct contact between customers and restaurant staff to help keep everyone as safe as possible.

All orders paid for by card are now delivered contact-free. We are recommending that delivery couriers ring the customers doorbell when they arrive, place the food outside their front door and step back. They should then wait for the customer to answer or call them in the usual way.

If the delivery courier needs to clarify anything else the customer we recommend calling them. Please try to accommodate customer’s specific requests.

For cash orders, we have asked customers to minimise contact by putting the money in an envelope (or similar) to make the exchange with your delivery courier, taking it in turns to keep the government-recommended distance between them.

How do I set up contact-free collections from my restaurant?

To initiate collection orders, please click on this link, or log into your Partner Centre account and select ‘Your Restaurant’ followed by ‘Opening Hours’. Here you will be able to add the hours in which you wish to operate a contact-free collection service. If you are currently offline, you will need to request to come online by using this link and selecting ‘Online Request’ from the drop down menu.

Why are you stopping courier services?

We are temporarily stopping Just Eat courier services in some areas, due to the impact of COVID-19. The Just Eat app and website remain open, so, if it is safe for you to do so, you may like to offer your customers the option of contact-free collection from your restaurant.

Of course, if you are in a position to offer delivery service through directly engaging your drivers, we can open you back up for delivery. You can request to come online by using this link and selecting ‘Online Request’ from the drop down menu.

Can I use my own couriers instead?

Of course, if you are in a position to offer delivery service through directly engaging your own drivers, we can open you back up for delivery. You can request to come online by using this link and selecting ‘Online Request’ from the drop down menu. You may also want to offer your customers the option of contact-free collection from your restaurant.

When will the service be available again?

This is a temporary measure. As soon as we are able to do so, we’ll let you know and reopen the service. Please accept our apologies for any disruption to your business.

This will impact my business in a difficult time, what can I do?

We know these are some of the most challenging times that businesses across the UK will face, and we are doing everything we can to support you.

This is a temporary measure and as soon as we are able to do so, we will reopen the service.

In the meantime, if it is safe for you to do so, the best option would be to set up contact-free collection orders. To initiate collection orders, please click on this link, or log into your Partner Centre account and select ‘Your Restaurant’ followed by ‘Opening Hours’. Here you will be able to add the hours in which you wish to operate a contact-free collection service. If you are currently offline, you will need to request to come online for collection only by using this link and selecting ‘Online Request’ from the drop down menu.

If you are in a position to offer delivery service through directly engaging your drivers, we can open you back up for delivery. You can request to come online by using this link and selecting ‘Online Request’ from the drop down menu.

How do I get set up for contact-free collection

It’s very important to set your restaurant up for success in these difficult times and ensure you are able to run your business safely. For contact-free collection you should consider how best to set up the area where customers will pick up their food. For example:

- Ensuring that pick up areas are frequently cleaned with disinfectant
- Removing any reusable utensils and keep napkins, cutlery and sauces behind the counter
- Setting up the collection area to ensure customers can keep the government-recommended distance both your team and each other when collecting an order- why not allow only one person in at a time for collection?
- Designating one person from your team to manage collection pick ups during busy times and ensure they wash their hands frequently
- Regularly disinfecting door handles where people are entering & leaving premises
- Continuing to properly seal all packaging before handing over the meal/bag

Other things you might want to consider;
- Reducing the number of items on your menus to make it easier to manage
- Only having essential staff on the premises where possible
- Only allowing one customer in at a time to collect their food Ensuring that any walk-in or telephone orders are paid for over the phone by card, or by card contactlessly in store.