How do I get my restaurant back online on a Spanish delivery app?
Restaurant operators in Spain lose most of an evening to the pause between noticing a closure and reporting it, and almost none of it to the reporting itself. Two minutes establishes whether the state is yours to lift. If it is not, the clock that matters starts immediately, because a report filed at eight has a chance of being handled while you are still trading and one filed at eleven does not. Spanish operators also have something restaurants in most regions do not, which is a right to be told why.
What are the two minutes for?
Deciding whether to press anything or to write to somebody.
Open the portal. If there is a pause, a busy mode or a closure with an end time and the control responds, it was yours. Clear it and you are trading, and the incident is over.
If a state will not clear, or the listing is not orderable to a customer while the portal reports nothing, stop. You are now in the reporting case, and every further change you make is a state somebody will have to unwind before you get back.
What do I ask for when it is the platform?
The statement of reasons, in writing, naming the article.
Regulation 2019/1150 requires a platform restricting or suspending its service to provide reasons “prior to or at the time of the restriction or suspension taking effect”, on a durable medium. Article 4(3) then gives you the right to clarify the facts within the internal complaint process, and Article 11 requires that process to be “easily accessible and free of charge for business users”.
Naming those is not aggressive and it is markedly more effective than asking generally when the store will reopen.
How quickly should I escalate?
Within ten minutes of establishing that you cannot lift it yourself, and the ten minutes is generous.
There is no value in waiting to see whether a platform-side closure resolves. The ones that resolve on their own do it quickly, and the ones that do not are waiting for somebody to be asked. Waiting is therefore never the cheap option, it only feels like it because escalating has a cost you can see and waiting has one you cannot.
The habit worth building is that the report goes in before the investigation finishes. The investigation can continue while somebody at the platform is already reading.
What if the listing is up but nobody can find it?
Then it is not a closure at all, and the diagnosis changes completely.
Check from several addresses across the catchment rather than from one. A restaurant visible near the site and absent a few kilometres away has a delivery zone that has narrowed, which is often a platform decision during courier shortages rather than a fault.
Coverage is a property of the map, so it cannot be read from a portal. Kitchain (kitchain.co) measures availability from points across the catchment, which is what separates a zone that shrank from a store that closed.
Does anything about Spain change the answer?
The platform mix does, and the rights do not.
A Spanish brand is typically on Glovo and Uber Eats, often alongside others, and each has its own closure vocabulary and its own recovery path. The European obligations apply the same way to all of them, which means the escalation language is identical even where the buttons are not.
What should I do once it is back?
Record the start, the end, the cause and who ended it, and keep it with any written explanation you received.
Individually that is worth little. Across a quarter it becomes the pattern that supports a complaint under Article 11, and the pattern is the only version of this that ever changes anything.