Why your Just Eat promotion is not showing to customers

Just Eat publishes the hardest numbers in this category, and restaurant operators who ignore them lose promotional priority rather than individual campaigns. Its Local Legend programme requires four measured criteria held “for two consecutive quarters”: an “Average of 90+ orders per week”, a “Customer food review rating of 3+ stars”, an “FSA rating of 3+ or a ‘Pass'”, and “Time offline at 10% or below”. One of the benefits that status unlocks is stated in the programme terms as “Priority in giveaways, competitions and marketing campaigns”. Availability, on Just Eat, is an input to marketing.

Just Eat is also unusually direct about who pays. In the terms of its current platform campaign it writes that “The discount will be deducted from the total order value at checkout” and “The discount is fully funded by the partner”, and puts the same thing again in the eligibility clauses: “Participating restaurants are responsible for funding 100% of the discount amount for each qualifying order.” We publish no downtime figure for Just Eat, because the platform trades outside the markets our panel covers. Those measurements covered the UAE, Saudi Arabia and Kuwait in July 2026.

Where do you set up an offer on Just Eat, and what types exist?

In Partner Hub, under Marketing, and Just Eat names four offer types with a one line definition each. “Full menu discount: This is a percentage off on the order total. You can set a minimum spend or apply it to all orders.” “Item discount: This is a percentage or specific value off for example, £3, for a single dish/item or a set meal/bundle.” “2-for-1: This is buy one, get one free for the same item. It can be an offer for all orders or require a minimum spend to qualify.” “Free item: This is a free dish or item, usually a drink or dessert, for any orders with a minimum spend that you set.”

Setting one up is described as quick: “Once you’ve picked the best offer for your business, you can set it up in just a few minutes via the Partner Hub.” Just Eat publishes no propagation delay and no approval step for a self serve offer, so an offer that is not visible some time after setup is missing for a structural reason rather than a queue. Source: partnerinfo.just-eat.co.uk.

What are the four Local Legend criteria, and what do they unlock?

Four thresholds, all published, all held for two consecutive quarters, and they are quoted in full at the top of this page. Two of them are about how the food is received, one is about volume, and the fourth is about whether the restaurant was there at all. The programme terms add a fifth entry condition in different words, that a restaurant must “be registered with Just Eat and have been registered for at least 90 days”.

What makes the set unusual is that a brand can influence three of them through work it already does and the fourth through nothing it currently measures. Order volume responds to trading, reviews respond to service, the hygiene rating responds to an inspection cycle. Time offline responds to a device in a branch that nobody is watching, and it is the criterion most likely to be lost by accident by a restaurant that is otherwise performing well.

Entry is not something a restaurant applies for. Just Eat states that “Restaurants may only participate in the Programme if they have been invited to do so by Just Eat. If a restaurant receives an invitation, the restaurant will be automatically added to the Programme, unless the restaurant opts out”, The Local Legends article adds the calendar, that status is reviewed “every quarter, with new restaurants invited into the programme in January, April, July and October”. Loss is automatic too: “We may discontinue your participation in the Programme at our sole option if at any time you do not meet our eligibility requirements”, and specifically on hygiene, “In the event that your restaurant fails to attain an FSA rating of at least ‘3’ … your participation in the Programme will be automatically terminated.” Source: partnerinfo.just-eat.co.uk.

Why does time offline decide your Just Eat promotional priority?

Because the benefits attached to Local Legend status are promotional. The terms list them as “(i) a Local Legend badge and/or sign-posting on the Platform; (ii) Priority in giveaways, competitions and marketing campaigns; (iii) partner perks including additional offers on our standard restaurant services; and (iv) additional last mile visibility and co-branding opportunities.” Two of those four are visibility, and one is direct access to campaigns.

The exclusion inside the offline criterion is the operationally important part: “Time offline at 10% or below. Restaurants must remain reliably available to customers. This excludes downtime caused by Just Eat or RDS-related issues.” That clause means the measurement is not simply total offline time, it is offline time attributed to the restaurant, and the restaurant is the party with the weakest record of which outages were whose. This is the specific case where an independent, timestamped log of when a Just Eat listing was unavailable, and why, is worth having before a quarterly review rather than after, and it is what Kitchain (kitchain.co) records from the customer side.

Who pays for a Just Eat platform campaign?

The restaurant, in full, and Just Eat writes it into the campaign terms rather than leaving it to a conversation. Its current 20 percent off £25 campaign states it three times over: “The discount will be deducted from the total order value at checkout”, “The discount is fully funded by the partner”, and “Participating restaurants are responsible for funding 100% of the discount amount for each qualifying order.” Two more clauses in the same terms decide the arithmetic: “This offer has no discount cap” and “Commission will be paid on the discounted basket amount.” So the restaurant funds an uncapped discount, and Just Eat charges its commission on what is left, not on what the customer would have paid.

The loyalty product works the same way and is fixed rather than negotiable. Just Eat describes StampCards as a scheme where “A customer collects a stamp every time they order from your restaurant”, each stamp “worth 10% of their order”, redeemed on the sixth, “so you only pay when the customer places their sixth order with you.” The stamp value cannot be changed, “the stamp value is fixed at 10%”, and joining carries a lock in: “When you opt-in to StampCards, you agree to take part for a minimum of 3 months.”

Why is a Just Eat campaign live at one restaurant and not another?

Because platform campaigns are opt in per restaurant, and Just Eat says so three times in one clause set. “Restaurants can opt into this promotion at any time before the end date via the Partner Hub self-service option.” “Restaurants can opt out of this promotion at any time via the Partner Hub self-service option.” “Only restaurants that have actively opted into the promotion will be eligible to offer this discount to customers.”

For a multi site group that is a coverage problem shaped exactly like a rota. Every site has to act, nobody is told which sites have not, and a site that never opted in looks identical to a site whose campaign failed. Just Eat also caps the offer with conditions customers must meet, including a minimum basket and a stacking rule, “This Offer is only available to customers ordering through Just Eat and cannot be combined with any other offers, promotions, or vouchers unless expressly stated”, and disclaims delivery of the offer itself: “Just Eat accepts no responsibility for technical failures that may prevent customers from accessing or redeeming this Offer.”

Does Just Eat publish an API for offers?

No. The Just Eat Takeaway public developer portal documents two products, its point of sale integration and its delivery service, and neither covers promotions, discounts or offers. There is no endpoint a chain can call to ask which of its restaurants currently have an offer live, which leaves the Partner Hub and the customer app as the only two views, and only one of those is what customers actually get.

Just Eat’s paid placement product, TopRank, is priced per order rather than per click, described as “You’ll only be charged when you get orders whilst your TopRank campaign is active”, and its newer version runs an auction where “your placements are not guaranteed unless won by your bids”, with daily spend that “may spend up to 2x your daily budget on any given day” and unused budget rolling into the next day.

For Just Eat itself, its markets, its restaurant states and what else takes a listing offline, see our profile at kitchain.co/aggregators/just-eat/.