The Refund Pros - Blog

We’re thrilled to announce that Biteback joins UKHospitality, the leading trade body for hospitality operators in the UK. Partnering with this key industry group strengthens our commitment to helping restaurants protect themselves against refund fraud.

By aligning with UKHospitality, we look forward to engaging with the broader hospitality community, learning from industry leaders, and sharing our expertise on safeguarding restaurant revenues. This partnership represents a positive step forward in supporting restaurants with the tools they need to succeed.

Together with UKHospitality, we’re excited to help shape a more resilient and innovative future for the industry. Stay tuned for more updates on how we’ll be working together to support hospitality businesses.

The food delivery boom has been a double-edged sword for restaurants. On the one hand, it offers tremendous opportunities to expand your reach beyond the confines of physical location and cater to a wider audience. On the other hand, many restaurants find themselves grappling with unforeseen challenges such as refund fraud, high commission fees from delivery platforms, and the logistical headaches that come with ensuring food quality remains intact during transit.

While it’s easy to feel defeated by these challenges, savvy restaurant owners can turn them into opportunities. This blog will explore the key delivery challenges restaurants face and provide actionable steps to turn these pain points into profit centers.

1. The Revenue Potential of Food Delivery

Before delving into how to handle delivery challenges, it's worth reminding ourselves why delivery is such a valuable business model.

The global online food delivery services market is worth more than $150 billion and is expected to continue growing. Consumers now expect the convenience of having their favorite meals delivered to their doorsteps, and restaurants that capitalize on this trend are setting themselves up for long-term growth.

However, it’s not as simple as adding a few extra steps to your kitchen process. To profit from food delivery, you need to be prepared for a specific set of operational challenges. Restaurants that figure out how to overcome these hurdles—while maintaining quality and profitability—will thrive.

2. Challenge: Refund Fraud

Turning the Threat into Profit: Protect Your Orders with Proof

One of the biggest challenges faced by restaurants is refund fraud. Platforms like Uber Eats, Deliveroo, and Just Eat allow customers to claim refunds for missing items without any substantial proof. While the intention behind these policies is to protect customers from bad experiences, they often leave restaurants vulnerable to exploitation.

The result? Restaurants lose money to dishonest claims, damaging their bottom line. But here's where you can turn this challenge into an opportunity.

3. Challenge: Maintaining Food Quality During Delivery

Turning the Threat into Profit: Ensure Quality for Repeat Business

Another common challenge with delivery is maintaining food quality. It's easy for dishes to get cold, soggy, or even damaged during transit, leading to unhappy customers and poor reviews.

But here’s the opportunity: by perfecting your packaging and preparation processes, you can not only avoid complaints but also stand out in a crowded market as a restaurant that consistently delivers high-quality food. The goal is to ensure that customers enjoy the same meal quality at home as they would in your restaurant.

Action Step: Invest in Delivery-Friendly Packaging

There’s no one-size-fits-all solution for packaging, but investing in delivery-friendly materials can make a huge difference. Certain types of food require special packaging to retain heat, while others need ventilation to prevent sogginess. Additionally, separating sauces and garnishes can keep ingredients fresh.

Beyond just keeping food in good shape, high-quality packaging sends a message that your brand cares about the customer’s experience, even after the food leaves your restaurant. This small investment in better packaging materials can result in repeat business and customer loyalty.

Action Step: Simplify Your Menu for Delivery

Not all dishes are delivery-friendly. Some foods that work great in the dining room may not travel well. Think about which dishes maintain their integrity during delivery and emphasize those on your delivery menu. You can also develop new items specifically designed for delivery, such as meals that hold up well during transport and can be reheated easily if needed.

Streamlining your delivery menu means fewer complaints and higher satisfaction rates, both of which translate into better reviews, increased customer loyalty, and higher profits.

4. Challenge: Complex Logistics and Order Management

Turning the Threat into Profit: Streamline Operations for Efficiency

Managing deliveries requires coordination between the kitchen, the packing station, and the delivery service. If there’s a misstep in any part of the process, you risk wrong orders, delayed deliveries, and ultimately unhappy customers. But here’s where efficiency becomes your best asset.

Action Step: Use Technology to Manage Orders More Effectively

With the rise of delivery, there’s also been a surge in technology solutions to streamline operations. Implementing an integrated system for order management—one that combines in-house, delivery platform, and direct orders—can significantly reduce the chance of error.

With Biteback, for example, restaurants can integrate video evidence with their order management system. This provides transparency and accountability across every stage of the delivery process, ensuring that nothing falls through the cracks. More efficient processes lead to fewer errors, faster turnaround times, and ultimately more profit.

Action Step: Optimize Your Kitchen for Delivery Orders

As delivery orders grow, it makes sense to restructure your kitchen for speed and accuracy. Consider dedicating a separate area for delivery prep to avoid disruption to dine-in orders. Training your staff to handle delivery-specific demands, such as quicker order fulfillment and proper packing techniques, will reduce the chances of mistakes and make delivery a smoother part of your operation.

5. Challenge: Customer Retention and Loyalty

Turning the Threat into Profit: Turn First-Time Delivery Customers into Regulars

It’s easy to think of delivery as a one-off interaction, but it doesn’t have to be. With the right strategy, your delivery customers can become some of your most loyal patrons.

Action Step: Personalize the Delivery Experience

Small touches can make a big impact. Including a thank-you note or a coupon for their next order shows customers that you appreciate their business. Personalization helps bridge the gap between the restaurant and the home, creating a more memorable experience that keeps customers coming back.

Conclusion

The challenges of food delivery are real, but they don’t have to be profit killers. By addressing issues like refund fraud, food quality, high commission fees, and operational efficiency, you can turn these pain points into competitive advantages.

Tools like Biteback enable restaurants to document the entire order packing process with video evidence. This small adjustment gives you irrefutable proof of what was included in each delivery. Not only can this help you win disputes with the delivery platforms, but it also discourages customers from making fraudulent claims in the first place.

Additionally, reducing refund claims will improve your relationship with delivery platforms. The fewer disputes you have, the better your performance metrics on these platforms, leading to more favorable positioning and higher visibility.

Delivery may be tough, but it’s also an opportunity—if you’re prepared to turn the challenges into profits.

We're excited to announce that Biteback is now also available on Android! The Biteback Android app, is a tool designed to help delivery restaurants easily record and manage evidence of their fulfilled orders.

In the busy world of food delivery, making sure each order is accurate is crucial for keeping customers happy. Biteback aims to help with that by providing an easy way to document orders, and if there's any issue such as an incorrect order error adjustments, we're here to fight your case.

Key Features

1. Easy Evidence Collection: Quickly capture photos or videos of orders before they leave your restaurant, ensuring you have a clear record of each order's contents.
2. Multiple Orders: No need to change your kitchen work flow. The Biteback app support recording of multiple orders being packed in parallel.
3. Organized Order Management: The app sorts your recorded evidence by order number and date, making it easy to find specific orders if any issues arise.
4. Platform Support: Biteback works with Uber Eats, Just Eat, and Deliveroo, allowing you to manage all your orders and disputes in one place.
5. Free to Use: The app is completely free, giving you a valuable tool to protect your earnings without any extra cost.

How to Start

1. Download the App: Find the Biteback Android app on the Google Play Store.
2. Create an Account: Set up your account in just a few minutes and start recording order evidence.
3. Secure Your Revenue: Use the app to document every order and handle disputes with confidence.

We’re stoked to introduce the Biteback iOS App! It’s designed to make recording order evidence and challenge fraudulent refund claims easier than ever.

Key Features

1. Easy Evidence Recording: Just snap a photo or take a video of the order before it leaves your restaurant. It’s quick, easy, and ensures you have a clear record of what was sent out.
2. Partner Support: Biteback works smoothly with Uber Eats, Just Eat, and Deliveroo. Manage all your orders and disputes in one place.
3. Manage Multiple Orders: No need to change your workflow. Biteback supports recording multiple orders being packed at the same time.
4. Totally Free: Biteback is free, providing you with a powerful tool to protect your earnings without spending a dime.

How to Get Started

1. Download the App: Head over to the Apple App Store and get the Biteback iOS App.
2. Create an Account: Set up your account in just a few minutes and start recording evidence of your orders right away.
3. Protect Your Revenue: Use the app to document every order and confidently challenge any unjust claims.

Give it a try today and see how Biteback can safeguard your profits against incorrect refunds requests.

In the fast-paced world of food delivery, restaurants face numerous challenges, particularly when it comes to managing refunds and disputes. Our company is dedicated to helping delivery restaurants protect their earnings by effectively challenging unjustified refunds and error charges.

With the rise of platforms like Uber Eats, Just Eat, and Deliveroo, the frequency of missing items, error adjustments, and chargebacks has become a significant issue. These challenges can severely impact a restaurant’s bottom line. That’s where we come in.

We specialize in assisting restaurants and takeaways by providing comprehensive solutions to dispute and rectify erroneous claims. Our expertise in managing delivery disputes ensures that every claim is thoroughly investigated, protecting your revenue from unjust error charges.

Our user-friendly partner hub and partner centre make it easy for restaurants to monitor and manage disputes. We work tirelessly to ensure that every error adjustment and missing item claim is handled swiftly and fairly, safeguarding your business against unwarranted financial losses.

Join our growing network of satisfied partners who trust us to protect their delivery earnings. With our dedicated support and cutting-edge dispute management system, you can focus on what you do best—delivering delicious food to your customers. Let us handle the rest.