RAINBOW RUMBLE

K

1

5 points

RWT is the time a rider spends waiting at a partner site for an order to be handed over after the order should have been ready. What is the meaning of RWT?

Rider Wait Time

2

15 points

This macro explain to the Partner that this can be due to time zone differences, hub Sales reports etc.
A. EN-IB-21
B. EN-IB-22
C. EN-IB-23
D. None of the above

D. None of the above

"Macro: IB 497"

3

20 points

If they are not part of the exclusion list, we need to verify that the partner contacted us through the Live Support line; however, this partner did not. Which macro should be sent in this case?

IB-174

"If you’d like to request a food remake, this has to be done through our Live Support line (UK [phone] / IE [phone]) 

We only cover the cost of a food remake, as a goodwill gesture, on orders where the rider has arrived at the restaurant significantly later than expected. These are reviewed on a case by case basis and for this order we will not be able to cover the cost of a food remake. 

Please note we are unable to accept remake requests via email."

4

10 points
True or False: You can explain the meaning of the fee stated on the invoice (e.g. what a marketer fee is), but cannot give details related to the specific amount deducted or credited.

TRUE

5

20 points

True or False. In case you receive a missing payment query, please note that payments related to the previous week are processed between 00:01 and 23:59 on the following Thursday.
If the partner has not received the payment by Thursday, they are advised to raise a new case for further support.
Proceed to send Macro IB-439.

FALSE 

"If the partner has not received the payment by Friday, they are advised to raise a new case for further support."

L

1

10 points

Partner asks for information about payment on payday:
A. Send macro IB-289
B. Send macro IB-32
C. Send macro IB-21

A. Send macro IB-289

"Payments are made to partners on a weekly basis. Your invoice is released every Monday onto the Hub, with payments being sent on a Thursday. Please be aware that payments are sent from ‘RooFoods Limited’ and may not be received in your bank account until midnight each Thursday. 

If, by Friday, you've not received your expected payment please get in touch via Hub or Live Chat, providing bank statements showing the lack of payment. We are only able to investigate missing payments 24 hours after the initial payment was due."

2

5 points

True or False. Partners can dispute cancellation charges up to 4 weeks after the invoice statement date. Any disputes after 4 weeks will be instantly rejected.

TRUE

3

10 points
What are the two types of payment adjustments?

Cancelled order and Food remake

4

20 points

Partner asks for information about customer refund deductions:
A. Send macro IB-289
B. Send macro IB-32
C. Send macro IB-21

C. Send macro IB-21 

"After looking at your invoice dated XX/XX/XX we can see that you have an additional fee. 

*INSERT RELEVANT HEADER*
*INSERT RELEVANT DESCRIPTION* 

You can find more information about our invoices and payments in Help Center. 

*Only insert examples below if relevant to the query* 

Onboarding fee
The onboarding fee is the amount agreed in your contract to set up and use Deliveroo. 

Refunds
Depending on the circumstances, refunds to customers are paid by either you or Deliveroo. The refund fee in your invoice relates to customer refunds which you are responsible for. If you think a refund is incorrect, please contact [e-mail] with the relevant dates and order numbers."

5

15 points

Partner asks for general information about deductions:
A. Send macro IB-289
B. Send macro IB-32
C. Send macro IB-21

C. Send macro IB-21

"After looking at your invoice dated XX/XX/XX we can see that you have an additional fee. 

*INSERT RELEVANT HEADER*
*INSERT RELEVANT DESCRIPTION* 

You can find more information about our invoices and payments in Help Center. 

*Only insert examples below if relevant to the query* 

Onboarding fee
The onboarding fee is the amount agreed in your contract to set up and use Deliveroo. 

Refunds
Depending on the circumstances, refunds to customers are paid by either you or Deliveroo. The refund fee in your invoice relates to customer refunds which you are responsible for. If you think a refund is incorrect, please contact [e-mail] with the relevant dates and order numbers."

M

1

15 points

All Rider Wait Time (RWT) general queries must be triaged under: what case type?
A. Admin – Restaurant Hub / Reporting
B. Admin – Restaurant Setting
C. Admin – Rider Wait Times

A. Admin – Restaurant Hub / Reporting

2

20 points

Documenting contacts received via live calls and notifications will ensure that information is accessible after the recording limit. As call recordings are only available for how many days?
A. 28 days
B. 29 days
C. 30 days

A. 28 days

3

10 points
A Rider Wait Fee applies only when a rider waits more than 5 minutes at your site after the Prep‑for Time for an order to be ready.
A. 2 minutes
B. 5 minutes
C. 10 minutes

B. 5 minutes

4

5 points

Partners only have ____ minutes to accept or refuse a placed order from a customer.

10 minutes

5

15 points

True or False. To determine if a rider is late or not, you should subtract the original “Prepare for” time from the latest “Driver Confirmed at Restaurant” timestamp.

FALSE 

"To determine if a rider is late or not, you should subtract the original “Prepare for” time from the first “Driver Confirmed at Restaurant” timestamp."

N

1

10 points
The scenario is stolen Order i.e. Partner claims a rider stole the order by un-assigning after collecting. What is the code?

#RISTL

2

5 points

The item is unavailable, but the customer can reorder without it or cancel the order, partners must select what reason status?
A. UNAVAILABLE_ITEM_REORDER
B: UNAVAILABLE_ITEM_REORDERED
C. UNAVAILABLE_ITEM_REORDERING

B: UNAVAILABLE_ITEM_REORDERED

3

20 points

True or False. If an order issue comes from one of our Riders, the redelivery is the responsibility of Deliveroo, and an RPA is automatically granted. The Partner will receive a new order at 1€/£ and has to re-prepare the order.

FALSE 

"If an order issue comes from one of our Riders, the redelivery is the responsibility of Deliveroo, and an RPA is automatically granted. The Partner will receive a new order at 0€/£ and has to re-prepare the order. "

4

15 points

There are a list of Partners that can only request their Food Remake PA via certain channels. Site one example of partner that is part of Exclusion List in UK except for Wagamamma.

Five Guys or McDonalds

5

15 points

Partners dispute a cancellation charge for how many weeks after the invoice statement date?

up to 4 weeks

0

1

20 points

The partner reported via email that they were harassed by both a customer and a rider. Which macro should be sent to request additional information for further investigation?
A. IB 447
B. IB 448
C. IB 449

A. IB 447

"We’re very sorry to hear about your experience, and we appreciate you bringing it to our attention. 

To help us continue looking into this matter, we’d be grateful if you could provide some more information by answering the questions below to the best of your ability. This will help us ensure the incident is handled appropriately. 

In which country did this occur:
Name of reporter:
Email address of reporter:
Reporter Deliveroo ID:
Who carried out the incident you are reporting:
Do you know the Deliveroo ID of the individual you are reporting:
Who is the individual impacted by the incident you are reporting:
Date of Incident:
Approximate Time of Incident:
Location/description of where the incident happened:
Description/what type of incident:
Did Police attend the scene:
Do you have a crime reference number:
Order ID if relevant:
Are there any witnesses:
Please attach any evidence. 

If you need any immediate support, please consider reaching out to a local support organisation or helpline in your area."

2

15 points

Payment has gone through, but it was not settled (processed by the bank). It was reversed and refunded back to the customer. What is the payment status?
A. VOIDED
B. REFUND
C. CANCELLED

A. VOIDED

3

20 points

Payment has settled (processed by the bank) then reversed back to the customer. What is the payment status?
A. VOIDED
B. REFUND
C. CANCELLED

C. CANCELLED

4

10 points

If a McDonald's UKIE Partner contacts PSC to request a Food Remake payment as a Rider collected an order late from their branch, what macro explains that there is an automated process between McDonald's and Deliveroo for Food Remake payments?
A. IB 149
B. IB 159
C. IB 169

B. IB 159

"As a reminder, we have an automated process in place between McDonald’s and Deliveroo which means that no action is required to claim credits when restaurants need to remake an order.
The automated Deliveroo process enables restaurant teams to have more time to focus on customers by reducing the need to spend time making calls or writing emails to make claims for remade food credits. 

Please be advised that any manual claims for remade food credits will be rejected. Instead, all relevant and applicable remake credits will be automatically processed for your restaurants following the end of each month.
More details can be found on the Operations Page of your McDelivery Hub."

5

5 points

This is a tool for partners that allows them to create adverts and offers.

Marketer