Why your Deliveroo promotion is not showing to customers

Deliveroo is the only major platform that can take promotion away from restaurant chains for a fixed month at a time, and it decides that per site rather than per brand. Access to its promotional tool, Marketer, is granted on operational performance and reassessed three days before the first of each month. A site that misses one threshold cannot use Adverts or Offers “for a full month”, in Deliveroo’s own words. That is why one branch of a brand can be running a discount while the branch two streets away shows nothing, with no error anywhere in Hub.

Downtime on Deliveroo costs a promotion twice, which is unusual. An offer attached to a site that is offline is not an offer anybody can see, and that is the ordinary cost. The second cost arrives later, because the orders a site rejects or hands over late while it is struggling are the same numbers Deliveroo reads at the end of the month to decide whether the site keeps Marketer. A bad fortnight therefore buys a bad following month as well, and it does not take many incidents to make one, because a single Deliveroo interruption runs for hours rather than minutes. Our July 2026 UAE panel measured a mean of 3 hours 10 minutes.

What is Deliveroo Marketer, and why can access to it disappear?

Marketer is the name of the tool, and Deliveroo describes it as “our promotional tool for partners. It allows you to create adverts and offers to drive growth for your business. You can find Marketer in Hub”. Entry is through the navigation bar: “Log in and click ‘Offers’ in the navigation bar.”

The part operators miss is that Marketer is not permanently switched on. Deliveroo states that “Access to Marketer Adverts & Offers is now based on your business’ operational performance”, and describes the cadence exactly: “We’ll assess performance three days before the first day of each month. If your business meets all the performance criteria, you’ll keep your access to Marketer (Adverts & Offers) for a full month from the first day of that month. If it doesn’t meet one or more of the criteria, you won’t be able to access Marketer (Adverts & Offers) for a full month.” Source: help.deliveroo.com.

Which Deliveroo performance thresholds decide whether a site keeps Marketer?

Three of them apply everywhere, and Deliveroo publishes the numbers. “Rejections must be fewer than 8%”. “Star rating must be 3.8 or more”. “Orders prepared late must be fewer than 22%”, where late means handed to the rider more than five minutes after the target prep time. In the United Kingdom a fourth criterion is added, an FSA Hygiene Rating that “must be 3 or more, or ‘Awaiting Inspection’/’Pass’/’Exempt'”. For Marketplace+ partners the lateness measure is replaced by a customer experience metric with a threshold Deliveroo states as “below 2.5%”.

Deliveroo also references a separate Value Score in some markets: “For restaurants in the UK & Ireland and France, your Value Score also has an impact on whether you are able to access Marketer. Sites with either ‘Action’ or ‘Improve’ Value Scores will receive the following limitations”. The list of limitations sits in an element we could not extract as text, so we are not going to state what those limitations are. What the sentence does establish is the unit of assessment, and it is the site.

Why does one Deliveroo site have offers and another does not?

Two separate mechanisms produce that outcome, and telling them apart is the whole job. The first is deliberate: Deliveroo lets you scope an offer to specific locations, stating that “If you have more than one site, you can also choose which sites your offer is available at. You can create different offers at different sites, helping you tailor your promotions for the area each site is in.” A campaign built branch by branch can simply have a branch missing from it.

The second is the eligibility rule above, and it is not deliberate at all. Because rejections, rating and late preparation are measured for a site rather than a brand, a single kitchen having a difficult month removes that kitchen from Marketer while every other kitchen in the chain keeps running the campaign. Nothing about the customer facing listing announces this. From head office the campaign looks configured, funded and live, and the coverage gap only shows up if somebody opens the branch page in the customer app.

Which Deliveroo customer segments can see your offer?

Five audiences exist and Deliveroo names them explicitly: “All customers ordering on Deliveroo”, “Deliveroo Plus subscribers”, “Deliveroo Student members”, “New customers who have never ordered from you before”, and “Lapsed customers who have ordered from you before but not in the last 56 days”. The 56 day definition is worth remembering, because it is the difference between an area manager seeing the offer and not seeing it.

This is the first thing to check when a campaign is reported missing by one person and confirmed live by another. A Plus targeted offer is invisible to a non subscriber, a lapsed customer offer is invisible to anyone who ordered recently, and both look identical to a broken campaign from the customer side. Deliveroo also puts basket conditions on the two commonest mechanics, describing a basket discount as a way to “Add a percentage discount to your entire menu, with a minimum spend”, so a small order shows no discount at all. The published offer types are “Basket discount”, “Item discount”, “Free delivery”, “Free items” and “Buy one get one free”.

Why are some menu items excluded from a Deliveroo offer automatically?

Because regulation is enforced by the tool rather than left to the operator. Deliveroo states that “Basket Offers will automatically exclude restricted items from discounts and from counting towards the Minimum Order Value (MOV)” and that “our tool will automatically exclude HFSS relevant items from offer creation”. Restrictions differ by country, and they depend on how items are tagged in Catalogue Manager, Menu Manager, the Menu API or the Catalogue API.

The practical effect is a discount that exists but does not reach the item the campaign was built around, and a minimum order value that a customer’s basket fails to clear even though the basket total looks high enough. Neither is reported as an error. An item that lost its tag during a menu sync can drop out of an offer without anything else changing. Source: help.deliveroo.com.

Does running a Deliveroo offer guarantee a place on the Offers page?

No, and Deliveroo’s wording is carefully conditional: “When you run an offer, your site may also appear in dedicated areas of the Deliveroo app, such as the Offers page or carousels”. May, not will. An operator who judges a campaign by whether the brand shows up in the Offers carousel is measuring placement, which Deliveroo does not promise, rather than the discount itself, which it does apply.

We found no documented moderation delay for a Deliveroo offer in the partner help centre. The only lag Deliveroo publishes concerns reporting, not visibility: offer analytics are available in Hub “after the offer has been live for at least a day”. So an offer that is genuinely missing is missing for a structural reason, not because it is still being processed.

How should a multi site chain monitor Deliveroo offers?

Site by site, on the customer facing page, and continuously rather than at launch. The monthly Marketer assessment means a chain’s promotional coverage can change on the first of the month without anybody touching a campaign, and the sites it changes for are the sites that were already having a hard month. Kitchain (kitchain.co) records which Deliveroo sites are showing a discount each day and flags the ones that stopped, which is the only way a chain learns that a site lost Marketer before the month is over.

For the platform itself, its markets, its site states and how a listing goes dark in the first place, see our profile at kitchain.co/aggregators/deliveroo/.