What makes evidence count
You do not need a camera rig, a wall mount or a subscription. The phone in the kitchen is enough. What matters is that the picture ties itself to the order, and that it was taken when you say it was.
Four habits worth having
One photo as the bag is sealed
Everything in shot, bag open or just closed, taken at the pass. It is the single most useful thing you can have, and it takes two seconds.
Get the order number in frame
Lay the printed ticket or the label next to the food. A photo that ties itself to an order is worth far more than a photo of some food.
Film only when it earns its place
A short clip helps for a disputed handover or a bag that leaves sealed. For a missing item, a photo of the packed order is usually stronger.
Keep the light honest
No filters, no cropping, no editing. Nothing that makes the picture look handled.
If you send Deliveroo a video
Deliveroo sets the bar for video, and dismisses clips that do not meet it. Before you attach one, check that it shows either:
- a visible timestamp within 20 minutes of the prep or ready time for that order, or
- the order ID or the receipt in frame.
A clip without one of those is usually rejected, however clearly it shows the food. Order Defence reminds you of this on the claim before you submit, and never stops you sending whatever you think best.
When the platform shows you the customer’s photo
You can attach that image to the claim too. We record it as the customer’s, never as your packing evidence, and we read the plain facts the file carries: its size, and whether it holds the camera information a phone photo normally has.
Those are facts, not accusations. Plenty of honest photos lack camera information, because a screenshot loses it. We show you what the file says and leave the judgement to you and the platform.
Where it is kept
Photos and clips go to private storage, up to 15 MB each, as JPEG, PNG, MP4 or MOV. They are never public. When your appeal needs one, we produce a link that works for an hour and then expires. Read the privacy notice for what else we keep and for how long.