Cash on delivery

How does it work?

There is a new feature in your Deliveroo Rider app: orders can be paid in cash by customers.

During this kind of delivery you should pay the restaurant in advance on behalf of the customer when you pick the order up and then collect the cash from the customer once you deliver the order.

Have a look here to check how it works: click here.

You’ll see the cash order proposal in your app, and you can accept it or reject it through the “Accept cash order” or “Reject” button.

If you accept the cash order proposal, remember to pay the restaurant in advance on behalf of the customer by one of the payment methods accepted by the restaurant (electronic or cash).
For this reason, when you are at the restaurant you should tick the order to continue (as you usually do!) and then confirm the payment in your app.

Once you reach your destination you can finally collect cash from the customer.
Insert how much the customer gave you into the calculator and it will also show you the change you have to give him, if needed. 

If the customer wants to give a lower amount than the one shown on the calculator, please contact us via the Live Chat and do not finalize the delivery and please do not leave the order. Don't worry, the amount paid in advance will be refunded in any case.

After that, you can finalize your delivery: just click on “Confirm payment”!

Useful information

    • keeping loose change with you will help you finalize your delivery sooner and will let you start accepting new delivery proposals!
    • Need any help? Have a look at our FAQ!

    Do you want to try it in your app?

    Challenge 25

    As you already know, Deliveroo operates a "Challenge 25" policy when delivering age-restricted items.

    Normally, when the customer has ordered age-restricted products (such as alcohol) and looks younger than 25 years of age, you are required to ask him/her for a form of ID (valid ID card or passport or driver's license).

    This also applies during a delivery where the order is paid in cash.

    If the customer looks younger than 25 years of age, we encourage you to ask him/her for an ID even if your Deliveroo Rider app does not reminds you to do so.

    If the customer does not have a valid ID, you can safely deliver non-restricted items and contact the Rider Support Team to finalize your delivery.

    Have a look at our FAQ!

    • When should I pay the restaurant on behalf of the customer?

      When you receive the order by the restaurant you can pay on behalf of the customer by one of the payment methods accepted by the restaurant (electronic or cash). For this reason, when you are at the restaurant you should tick the order to continue (as you usually do!) and then confirm the payment in your app.

    • What if the customer does not have the exact amount to pay for the order placed?

      If the customer wants to give a lower amount than the one shown on the calculator, please contact us via the Live Chat and do not finalize the delivery and please do not leave the order. Don't worry, the amount paid in advance will be refunded in any case.

    • What happens if I paid the restaurant in advance and the customer doesn't want to pay me back?

      If the customer doesn't want to pay you back, please contact us via the Live Chat and do not finalize the delivery and please do not leave the order. Don't worry, the amount paid in advance will be refunded in any case.

    • What happens if I don't have change to give the customer? 

      All you have to do is contact Rider Support via Live Chat. We invite you to keep loose change with you. This will help you finalize your delivery sooner and will let you start accepting new delivery proposals!

      The amount not returned to the customer will be charged off and you will see the detail on the next payment sheet.

    • What happens if, due to the restaurant's fault, I am late to the customer and the customer refuses to pay for the order?

      All you have to do is contact Rider Support via Live Chat and we kindly invite you not to complete the delivery, also in this case we invite you to not leave the order. Don't worry, the amount paid in advance will be refunded in any case.

    • What happens if  there is a mistake in the order, and I have already paid the restaurant?

      If the customer is not satisfied with his order, he should contact the Customer Care who will be always happy to help him.  

      If the customer does not want to return the amount you paid in advance you have to contact the Rider Support via Live Chat and we invite you not to complete the delivery and not to leave the order. Don't worry, the amount paid in advance will be refunded in any case.

    • Will all the orders be paid in cash? Orders paid via app will still exist?

      You will receive delivery proposals where the order is paid in cash by the customer, and deliveries paid via app. 

      You will always choose which proposal to accept and which to reject.

    • Which payment method can I use to pay the restaurant?

      When you are at the restaurant, check the payment method accepted by the restaurant and choose the one you prefer.

    • What happens if after I paid the restaurant, I can't find the customer?

      In case you can’t find the customer during this kind of delivery remember to contact Rider Support via Live Chat, they will be happy to help you.

    • What happens if the customer tips me in cash?

      Tips are always yours and when customers tip you, you can keep the cash and earn extra money.

    • What happens if the customer offers me some of their order in exchange for a discount?

      We kindly invite you to contact Rider Support via Live Chat in this case. 

      If the customer gives you a lower amount than the one you anticipated or does not want to return the amount you paid in advance, you have to contact Rider Support via Live Chat and we kindly invite you not to complete the delivery and not to leave the order. Don't worry, the amount paid in advance will be refunded in any case.

    • What happens if the customer asks for a discount because their order is late or cold?

      If the customer is not satisfied with his order, he should contact the Customer Care who will be always happy to help him, any problem we also invite you to contact our Rider Support via Live Chat and in case such this one, we invite you not to complete the delivery and not to leave the order.  Don't worry, the amount paid in advance will be refunded in any case.

    • If there are integrations for unsuccessful cash orders (e.g., customer refuses to pay), how will they be paid to me?

      They will be incorporated into your next payment after your tax status has been applied and will not be subject to tax.

    • What is the maximum amount for deliveries paid in cash by the customer?

      Delivery proposals paid in cash will never cost more than 50€.

    • Where I can see any modifications or indemnities related to orders paid in cash on my payslip?

      You can find them under:

      - modifiche e integrazioni relative a ordini in contanti

      - pagamenti in contanti già riscossi

      These will be reported after any tax is calculated.