Rider-Customer Chat

Starting from today, you’ll be able to message customers directly using Customer Chat in your rider app.

Customer Chat is a simple and fast way of contacting customers after you’ve collected their order. For example, you might need to tell them you’re running late, or are having trouble finding their address.

Just tap the message icon in the top right of the order screen to get in touch. Select one of the pre-written messages to start your chat, and continue the conversation by typing your own responses or using one of the automated ones provided.

You can use Customer Chat any time after you’ve collected a customer’s order from the restaurant, until you mark it as delivered.

Please keep all messages respectful, and you should only contact a customer about an order. All messages are recorded to help protect both riders and Deliveroo customers. Any inappropriate or offensive messages from either side will not be tolerated.

You can still call a customer by tapping the phone icon in your app.

We hope you enjoy this new feature! If you have any questions about this new feature, or encounter any issues when using it, you can contact the Rider Support team.