If you are unable to fulfil an order, it's always best to reject the order when it's received, as cancelling after accepting the order will delay the customer's food delivery experience. If you have accepted the order, you can cancel it using your Orderpad by selecting the order and simply pressing cancel.
Please note that if the order is older than 5 minutes, we would ask you to cover 50% of the order value to compensate the customer. If you are unable to cancel the order, you can get in touch with a member of our helpful team, 7 days a week, 10 AM to midnight on 0208 736 2000.
If you’re really busy and unable to accept orders via Just Eat, pop over to the Partner Hub where you can take yourself offline until you’ve caught up.
We don't want your amazing culinary skills to go to waste. Please ensure that the food is being delivered at the confirmed time of delivery and that you are at the correct delivery address on the order receipt. If not, you will need to return at the agreed time or head to the correct address.
If you're in the right place at the right time, we would ask that you try to contact the customer a minimum of 3 times whilst waiting for a minimum of 10 minutes at the address before returning back to the restaurant. If you are unable to deliver, please give our friendly team a call on 0208 736 2000 anytime between 10 AM and midnight, 7 days a week and we will look into this for you.
We would always recommend that you acknowledge an order as quickly as possible to avoid the customer experiencing that eager wait for acceptance. If you fail to acknowledge an order within 5 minutes it will be automatically rejected.
If you do miss the order and it is rejected, your restaurant will be taken offline under the assumption that you are closed or too busy to accept incoming orders.
Only where it is indicated that the order is from a first-time customer, then we would advise that you contact the customer before making the food.
If any orders come within 30 minutes of your opening/closing time we recommend that you confirm with the customer to ensure that the order is required for that day’s trading and not a pre-order for the following day.
If you need to amend or cancel any items within an order please contact the customer and clarify how they wish to proceed.
You then need to call us on 0208 736 2000, providing the order details, so we can ensure records are kept up to date, and your invoices are adjusted accordingly.
If you suspect that an order is fake or fraudulent, we would urge you to try and contact the customer immediately to validate the order. If there is no response, please get in touch with a member of our helpful team, 7 days a week, between 10am and midnight, on 0208 736 2000 and we will look into this for you and prevent further orders being placed.
Likewise, if you have tried to deliver an order without success and deem this to be fraudulent, get in touch and we can investigate this for you.
We’re unable to block a customer from using our service, however, we support your decision to reject orders from customers with a fraudulent history.
If these orders are accepted in error please contact us on 0208 736 2000
If a customer has told you that they placed an order through Just Eat, however the order has not come through to your Just Eat Orderpad.
Please check Partner Hub for your recent orders. If you still require assistance, please call us on 0208 736 2000.