How do you know when to offer me an order?

You told us that when you arrive at the restaurant, sometimes the order is ready for pick up and other times you have to wait there for a few minutes. Why does this happen?


Last month, we introduced you to Frank – the technology we use to decide which rider to offer which order. Missed it? Click here to find out more.

This time, we’re talking about how Frank decides when to offer you orders.

First, Frank works out when the restaurant will have an order ready. It does this by looking at a number of factors, like what type of food is being prepared and how busy the restaurant is at that time.

Then, Frank works out who is the best located rider to deliver that order at the right time. The time it takes to deliver an order depends on lots of things, like the distance needed to travel, the amount of traffic on the roads and how long it may take to park up. We look at every single thing to work out how long it should take a rider to get to the restaurant.

Frank uses this information to work out if you’re the best located rider for the order. If so, you’ll be offered the order at the right moment – to make sure your arrival time at the restaurant will best match the time that the order will be ready for pick up. This way, the amount of time you spend waiting at the restaurant will be as short as possible.

We know Frank doesn’t get this right every time, but we’re always working to get better. For example:

If restaurants are very busy or it takes longer than expected to prepare the order, we’ll learn for next time and allow more preparation time before you’re offered the order.

We also take on board the information you share with us about each stage of an order. If there’s a long gap between the time you tell us you’ve arrived at the restaurant and the time you’ve picked up the order, we’ll try to make our timings more accurate.


What can you do to help?

When you reach each stage of an order, you swipe in the app to keep us updated with the progress. It’s really important that you swipe at the right times so that we can be more accurate with our timing for future orders.

Click the image below to walk through each stage in the app

Step 1: Accept – You want to deliver the order.

Step 2: Arrived at restaurant – You’re approaching the restaurant or you are there already.

As you’re getting close to the restaurant we automatically swipe you through this stage and send a message to the restaurant to let them know you’re nearby so they can get ready for your arrival. However, if this isn’t possible, for example if there’s an issue with the location information, you can also swipe Arrived.

Step 3: Confirmed at restaurant – You’ve entered the restaurant and are ready to take the order.

Step 4: Collected – You’ve just picked up the order.

Step 5: Arrived at customer – You’re approaching or are at the customer address.

At this stage of the order, as you’re getting close to the customer, we automatically swipe you through this stage and let the customer know you’re on your way so they can get ready to meet you at their door. However, if this isn’t possible, for example if there’s an issue with the location information, you can also swipe through this stage yourself.

Step 6: Confirmed at customer – You’re outside the customer’s building.

Step 7: Delivered – You’ve given the order to the customer.

By telling us when you reach each of these stages, we’re able to update both restaurants and customers, in real time. The more accurate your updates are, the less time you should have to wait at the restaurant and at the customer.

Frequently Asked Questions

We’re working on a couple of things:

We recently started trialling a new feature for fee per delivery riders in selected zones across the UK and Ireland. This new feature includes:

– Live updates of when an order has been delayed and when it will be ready for pick up.
– A timer showing how long you’ve been waiting so far.
– The option to tell us how long you’ve been waiting.
– The ability to unassign yourself from an order by rejecting it in the app if the wait is too long – without having to call Rider Support.

Once we’ve received your feedback, we hope to launch this to the rest of the UK and Ireland as soon as possible.

We also know that at times the restaurant or customer location might be incorrect in the app. We’re working on improving these locations, and also plan on trialling a new feature that lets you tell us where the correct location or address is. This will help us to improve your delivery experience and allow us to give you the most accurate time to arrive at the restaurant.



Yes. We collect feedback on long wait times at restaurants with the following:

– Data captured when you swipe throughout an order.
– The rating you share at the end of each delivery.
– The new report long wait at restaurant feature that we mentioned above, which is being trialled.

We put all this information together and use it to make improvements. We also work with restaurants to help them improve their process to reduce wait times.