Grubhub Restaurant Policies

Grubhub Restaurant Policies

Grubhub is committed to working with our restaurant partners to create great experiences for our shared customers. To provide more transparency into how we resolve issues through our Care team, we’ve included the following policies and procedures.

Please note: this list is subject to change, and is not exhaustive. Any questions or feedback regarding these policies and procedures can be discussed with Account Advisors and/or Restaurant Care.

Confirming Orders

Restaurants that want to take orders should set themselves in Grubhub for Restaurants (GFR) to “start taking orders” through the Hours table. Once this is completed, restaurants will begin to receive orders. Restaurants should confirm incoming orders on GFR that they intend to prepare. When an order is confirmed, a notification is sent to the diner with the most up to date estimated time of arrival or ETA (Note: ETA is not automatically communicated to the Driver for Grubhub Delivery orders). If a restaurant is unable to take orders, they should set themselves to “stop taking orders” by navigating to the Hours tab in GFR.

Restaurants can learn about GFR order confirmation notifications here. For confirmations through fax and phone, please see details here. Grubhub strongly recommends managing orders via GFR as opposed to fax and phone, as restaurants can directly adjust or cancel orders, hide sold out items, and stop taking orders if the restaurant gets busy without having to call Grubhub directly. Learn more on how to do this here.

Restaurants that are not set up for confirmation call: If an order is not confirmed by the restaurant within 25 minutes of the time that the order was placed, we will take the following actions:

  • If the restaurant has had Grubhub orders in the past 24 hours but has not had any cancellations during that time, we will confirm the order on behalf of the restaurant. If the restaurant has had cancellations in the past 24 hours, we will cancel the order on the restaurant’s behalf.
  • If the restaurant has not had any Grubhub orders in the past 24 hours, we will check the last order from the restaurant before that 24 hour window. If it was not cancelled, we will confirm on the restaurant’s behalf. If it was cancelled, we will cancel on the restaurant’s behalf.

Restaurants that are set up for confirmation call: If an order is not confirmed by the restaurant after 3 minutes, Grubhub will call the restaurant. If the order remains unconfirmed after the first call, Grubhub will attempt to call the restaurant again in 2 minutes. This process is repeated until the order reaches 15 minutes in an unconfirmed state.

  • If the restaurant has had Grubhub orders in the past 24 hours but has not had any cancellations during that time, we will confirm the order on behalf of the restaurant. If the restaurant has had cancellations in the past 24 hours, we will cancel the order on the restaurant’s behalf.
  • If the restaurant has not had any orders in the past 24 hours, we will check the last order from the restaurant before that 24 hour window. If it was not cancelled, we will confirm on the restaurant’s behalf. If it was cancelled, we will cancel on the restaurant’s behalf.

Availability/Menus/Order Fulfillment

Restaurants are responsible for keeping their hours up-to-date:

  • Restaurants should make sure to update their hours in GFR based on their availability to take orders from Grubhub. This includes creating modified hours for holidays or temporary closures. Grubhub’s system will close a restaurant 15 minutes before the scheduled closure to avoid any late driver pick-ups for delivery orders.
  • If a restaurant is closed outside of the hours listed on Grubhub site, the restaurant is responsible for updating the hours to reflect any changes. Restaurants can update their own hours by logging into GFR (restaurants.grubhub.com/hours).

Restaurants are responsible for keeping their menu up-to-date:

  • Restaurants should regularly audit their menus on Grubhub to ensure all information is accurate and up-to-date. Restaurants can update their menu through GFR to modify, add, or remove items as well as add modifiers per Grubhub’s menu guidelines. For assistance with large changes (over 5 items to be changed) restaurants can also reach out to the Menus Team at [email protected] Restaurants are responsible for item availability, item descriptions, and item price.

Order adjustments, cancellations, upcharges, and remakes:

  • If a restaurant is unable to fulfill an order or a part of an order due to an issue at the restaurant (menu issue, delivery staff unavailable, etc.), the restaurant should notify Care through GFR by selecting the appropriate cancellation or adjustment issue on the tablet. This should be completed within the first 10 minutes of receiving the order to make sure the diner is aware of any changes as soon as possible. Here is a link to the Learning Center regarding how to cancel an order: https://learn.grubhub.com/archives/basics/orders.
  • Any upcharges needed for an order based on special instruction requests should be processed through GFR within 24 hours of the order being prepared so that the diner can be notified of the new order total.
  • Delivery Partners are auto-assigned to orders by Grubhub. If an order has been prepared, but requires remaking due to a late pickup, restaurants are empowered to remake an order and contact Grubhub for a credit.*

*Grubhub Delivery Only

Processing Orders for Grubhub Diners

Restaurants are responsible for preparing orders on time so that delivery partners may transport the order quickly and at the correct temperature. Once orders are ready, they should be marked “Ready for Pickup” for Grubhub Delivery Restaurants or “Out for Delivery” for Self-Delivery restaurants.

Restaurants are responsible for order accuracy. Please ensure that:

  • All items are included in the order.
  • Items are prepared correctly based on the restaurant’s menu items and modifiers. If special instructions are approved by the restaurant, items should be prepared accordingly.
  • Order container(s) are sealed and packed per best practices before pickup
  • Orders are given to the correct driver assigned to deliver the order.
  • Orders remain in a temperature-appropriate location until the driver arrives to pick up the order.*

*Grubhub Delivery Only

Order Cancellations/Adjustments

Grubhub may adjust the order and refund a Diner on the restaurant’s behalf for the following reasons:

  • An item was missing from their order.
  • An item included in the order was prepared incorrectly.
  • The entire order provided to the diner was incorrect, not due to a Grubhub Delivery issue.

Grubhub may cancel and refund a Diner on the restaurant’s behalf for the following reasons:

  • A Diner requests to cancel an order that has not yet been confirmed by the restaurant but the restaurant does not answer their phone when Grubhub attempts to contact the restaurant.
  • Grubhub may cancel orders based on the ability for delivery partners to identify the restaurant as closed.*
  • A Diner did not receive an order from the restaurant and we are unable to reach the restaurant for confirmation.**
  • A Diner requests to cancel a late order and the restaurant does not answer their phone when Grubhub attempts to contact the restaurant.**
  • A Diner requests to update their delivery address on an order but the restaurant does not answer their phone when Grubhub attempts to contact the restaurant.**

*Grubhub Delivery Only
**Self Delivery Only

Diner reports the following issues. Grubhub will notify the restaurant when action is taken and may refund the diner on the restaurant’s behalf:

  • Issue with food temperature
  • Food arrived damaged
  • Food was undercooked
  • Issue with food quality
  • Food poisoning
  • Food allergies
  • Foreign object in food
  • Special Instructions not followed when charged by the restaurant

Restaurant Credit Policy

Restaurants have 7 business days from the date of the cancellation/adjustment to request a credit from Restaurant Care.

Credits will not be issued if the total amount of credits Grubhub has already issued to the restaurant in the past 30 days exceeds 5% of the restaurant’s Marketing Commission fees over the last 30 days.

Grubhub will not issue credits to restaurants if a refund or discount was granted for any of the following reasons:

  • Orders adjusted due to the following reasons: The order was missing an item, an item included in the order was not correct, the entire order was incorrect (and was not the fault of a Grubhub Delivery issue), issue with food temperature/damaged,** issues with food quality, and special instructions not followed when charged by the restaurant.
    Cancellations/adjustments that were approved by the restaurant.
    Resalable items such as bottled/canned beverages or packaged goods.
    Cash orders where the driver did not collect cash from the diner.
    Orders that were not confirmed by the restaurant.
    Orders that were over 45 minutes late.**
    Diner requested to remove the tip from their order.**

**Self Delivery Only

Grubhub will not refund any fees paid to Grubhub (including but not limited to commissions and order processing fees) when providing a credit to the restaurant.

 

These policies are subject to change at any time. Grubhub will post any updates to these policies on this webpage. 

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