How to manage refund claims

Just Eat customers are entitled to claim a refund if something’s not right with their order - for example, if an item is cold, missing, damaged or incorrectly cooked. We’ve been working to create a refund policy that’s fairer for all concerned, and managing customer refund claims simpler for you.

How do Just Eat review refunds?

Here’s some of the things we are constantly working on behind the scenes to keep refunds and suspicious customer activity to a minimum:

• We use software designed to target fraudulent activity
• An algorithm to detect irregularities and unexpected customer behaviour
• Blocking customers who are using credit / debit cards suspiciously
• Blocking customers who have suspicious refund rate
• Self Service limits for customers
• Photo Evidence required for “Quality of Food” and “Damaged Item” claims
   

How can I see my refunds?

You can view your refunds either on your weekly invoice or in the Partner Hub.

Refunds that we have reviewed will automatically show up on your weekly invoice listed as either ‘Customer compensation for missing items query’ or ‘Customer compensation for food quality query’.

Any orders for which refund requests have been made for cold, missing or damaged items can be viewed in the Customer Refund section in the Partner Hub, under Orders and Invoice.

As of now, you’ll receive an email notification for refund requests not covered by ‘cold, missing or damaged’ items.

If a refund has been issued in error, then the cost will be adjusted on a later invoice if the dispute is upheld.
 

What may customers claim refunds for?

• Cold/wrong temperature
• Missing items
• Incorrect order / item
• Dietary requirement not met / incorrectly cooked
• Foreign object
• Damaged items
• Order not delivered
   

Refunds paid by your business

Your business will only be charged for a customer refund if the fault was something within your control and responsibility. A few examples are:

• Missing or unavailable items in the order
• Poor quality of food produced (including food safety claims)
• Wrong items in the order
• Specific dietary requests not met (including allergen issues)
• Cold/ wrong temperature
   

Disputing a refund claim

If you wish to dispute a claim please go to the Partner Hub where you can send us a message.

Tips to reduce refunds

• Mark orders as delivered as soon as the delivery has been completed (but not before its reached the consumers’ door)
• Keep orders hot by using a hot light and a hot food bag on every delivery
• Always package hot and cold food separately
• Check for potential packaging leaks and consider wrapping items such as drinks with cling film
• Tick every item off the receipt to avoid missing items
• Check the comments section within each order so all special requirements are included

Managing refunds if Just Eat deliver for you

Refunds paid by you

Your restaurant will only be charged for a customer refund if the fault was something within your control and responsibility. A few examples are:

• Missing or unavailable items in the order
• Poor quality of food produced (including food safety claims)
• Wrong items in the order
• Specific dietary requests not met (including allergen issues)
• Cold/ wrong temperature

Refunds paid for by Just Eat

Just Eat will cover the cost of the customer refunds which are within our control or responsibility. These typically include:

• Damaged items
• Orders not delivered
• Late deliveries
• Cold/wrong temperature*