Courier waiting times

We’ve noticed that your restaurant is earning a reputation for keeping couriers waiting.

So we’d like to make sure your Orderpad has been set up correctly, and that you understand how keeping couriers waiting can negatively affect your customers’ order experience.

Every minute you delay a courier at your restaurant, is another minute late for delivery to the customer.

This means that your customers’ expectations are not being met, and that the courier will be late to pick up the next order (which may cause a knock-on effect for more of your customers).

Under your restaurant agreement, Just Eat reserves the right to charge ‘Delay Fees’. Delay Fees are applied when a restaurant keeps a courier waiting for longer than 5 minutes.

The total fee applied is dependent on the duration of the ‘delay’ beyond 5 minutes. Details can be found in your restaurant agreement.

To help reduce your courier delay time:

Ensure your food prep time has been set up correctly
To do this, please contact live support on 02039126648 to ensure your default prep time is correct. You can also change this time at any point by clicking the red ‘availability’ bar at the top of your Orderpad. Any amendments will reset back to your default every night.

‘Look before you Cook'
Pay close attention to the live countdown on the Orderpad, as this gives an accurate reflection of when the driver will be arriving.

Do these two simple things and you should easily avoid any unnecessary hold fees.