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Customers charged multiple times after Deliveroo app crash – here's what to do

Deliveroo customers claim they've been charged multiple times for orders which never arrived after the delivery service's website and app crashed last night. 

Customers revealed a range of mishaps on Twitter after using the Deliveroo app or website to order food on Sunday evening, including receiving orders several hours late, being charged for orders which never arrived and being charged multiple times for a single order.

Users also reported long wait times when attempting to contact Deliveroo about the problems, with one user claiming there was a queue of more than 1,000 customers when using the app's live chat help service. 

It has now confirmed it will refund affected customers. 

What happened? 

At about 8pm last night Deliveroo tweeted to say it was aware of difficulties affecting orders and asked customers to bear with it. 

At 10pm it said: "So sorry about the order troubles tonight. Please DM [direct message] us with your account email address if you need help with an order or have any questions about payments. We're working through all your messages and tweets as quickly as we can." 

An hour later it said its service was back up and running, but many users claim they have been left out of pocket due to the issues. Here are just a few of the tweets:  

What should I do if I've been affected?

Deliveroo has confirmed that if you've been charged for food you didn't receive or were charged for duplicate orders, you'll be given a refund.

It says that it will be writing to all affected customers to apologise and also offer a voucher to spend on future Deliveroo orders.

If you were pushed into your overdraft as a result of being overcharged, Deliveroo has said it will address these claims on a case-by-case basis and refund any extra costs incurred. If you do need to claim for this make sure you include evidence such as order confirmations and bank statements.

We've asked it whether customers who tried to cancel delayed orders will also be refunded and will update this story when we hear back. 

If you've yet to hear from Deliveroo you can send a direct message on Twitter with the email address linked to your account, or call 0203 699 9977. 

What does Deliveroo say?

A Deliveroo spokesperson said: "A team of engineers are investigating an incident that occurred last night. No-one has higher expectations for Deliveroo than the Deliveroo team themselves.

"We will be writing to all customers to apologise directly because consistently delivering the best service for them is always our number one priority."

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