What is the Missing Items and Other Issues Report?
The Missing Items & Other Issues Report is a weekly summary highlighting any orders where customers reported missing item(s) and other issue(s). It helps us maintain high standards of quality and ensure customer satisfaction.
I’ve received a report, but I don’t agree with some entries. What should I do?
If you believe any item(s) were incorrectly flagged as missing or having 'other issue', you can submit an appeal for our team to review.
How do I appeal a Missing Item or Other Issues Report?
Please do not reply directly to the report email — it’s automated and not monitored.
Instead, follow these steps:
- Visit our Help Centre using this link:
👉 Submit a request - Submit a request through the contact form and fill in ‘What is your query about’ & ‘Select your reporting query’
- Once submitted, you’ll receive a reply from our team with:
A PDF summary detailing the flagged orders
A link to our Restaurant Partner Best Practices Guide to help prevent similar issues in the future
- To appeal specific entries, reply to this email and include:The relevant order number(s)
A short explanation for each appeal
- Is there a deadline to submit an appeal?
Yes — appeals must be submitted within 7 working days of the order’s delivery date.
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Where can I get help to improve my order reliability?
Along with the report, you'll receive our Best Practices Guide, which covers tips on packing, labelling, and order checks. For additional support, you’re always welcome to contact our team.