How does the chat with customer work?

You have the possibility to send messages directly to the customers thanks to the chat available in the app.
It’s a quick and easy way to contact the customers after collecting the order, for example to let them know about your delay or inform them that you’re having some difficulties while finding the delivery address.
To use the chat, click on the message icon on the top right of the order page, then select one of the preset messages. After that, to continue the conversation, write your message or select it from the preset ones.
This chat is available starting from when you collect the order from the restaurant, until you mark it as delivered.

We kindly ask you to always have a respectful tone in the messages and to contact the customer only for communications regarding the live order. All the messages are registered to safeguard both Deliveroo Riders and Customers. Offensive or inappropriate messages, both from Riders and Customers, won’t be tolerated.

Remember that you still have the option to call the customer if you think it's more immediate. All you have to do is click on the phone icon on your Deliveroo Rider app.

For further informations please click here.