Deliveroo AU Has Been Placed into Voluntary Administration, Is Exiting Australian Market and Not Refunding Credits/Gift Cards

dm02 on 16/11/2022 - 16:39
Last edited 16/11/2022 - 18:13 by 1 other user

Just got this email from Deliveroo:

We have today made the sad announcement that we are leaving Australia. This has been a difficult decision to make. We have enjoyed serving you the amazing food that Australia is known for, working with thousands of brilliant restaurants and riders.

Deliveroo, like all other companies, is now doing business in challenging economic conditions, which requires us to take difficult decisions. We always aim to deliver the best possible service for our consumers wherever we operate, and if we cannot do that we will be prepared to review our position.

In Australia, we have concluded that achieving a sustainable position of leadership in the market is not possible without a disproportionate level of investment which would have highly uncertain returns.

On the basis of this decision, Deliveroo Australia has been placed into administration. The director of Deliveroo Australia has appointed Michael Korda, Andrew Knight and Craig Shepard of KordaMentha as voluntary administrators. To find out more, including information for creditors, please visit click here. You will receive further communications from the Administrators shortly.

What this means for you

Deliveroo Australia has ceased operations, meaning you can no longer place orders on Deliveroo in Australia.

You will still be able to access your customer account for up to 6 months from this date onwards. After this period your customer account will be closed. Within this period while your account is open, you can download your customer information.

Thank you for ordering with Deliveroo.

For any further information, please visit the administrators’ website at: https://kordamentha.com/creditors

Notably, Deliveroo is not refunding anyone with account credits or gift cards, and if you have these you are now an unsecured creditor:

https://kordamentha.com/getmedia/282f335e-a43a-4c7c-8162-c8a…

19. I have a credit on my customer account. Will it be refunded?
Customers with credits on their accounts will not be refunded for this amount. Such customers are deemed to be unsecured creditors in the Administration and should submit a Proof of Debt form. Further information on how to lodge a Proof of Debt form will be provided in due course.

26. Will gift cards be honoured?
As the Company ceased trading immediately, gift cards cannot be honoured or refunded. Customers with unexpired/unused gift cards are deemed to be unsecured creditors in the Administration and should submit a Proof of Debt form. Further information on how to lodge a Proof of Debt form will be provided in due course.

I note that Deliveroo plc (the UK-based parent company of Deliveroo Australia Pty Ltd) gave customers from The Netherlands 42 days notice before ending their operations: https://corporate.deliveroo.co.uk/media/deliveroo-announces-…
Seems pretty disgraceful to rug-pull all their Australian customers, employees, contractors and restaurant partners like this when clearly they didn't have to for NL. They should probably take "roo" out of their name..

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Comments

        • oohaah on 20/11/2022 - 12:39
          +1

          I feel if they were going to reimburse the full amount they would just say so. And that the refund is pending confirmation with Deliveroo on balances. This feels more like stalling tactics to me. Happy to be proven wrong.

          • CodeXD on 20/11/2022 - 12:50

            @oohaah:

            … ShopBack cannot identify the remaining balance of the gift cards ourselves, we will need to contact either the Administrating company KordaMentha or Deliveroo AU personnel for further assistance, which may take a short while.

            They are obviously not going to promise something they don't know if they are able to do. Once they know, I'm sure there'll be an update about it in the Shopback deal.

            • oohaah on 20/11/2022 - 13:22

              @CodeXD: They know how many gift cards they sold and the dollar amount, so would have a rough idea. Especially the most recent lot. I just don't want people getting screwed waiting around for Shopback.

              • CodeXD on 20/11/2022 - 13:24

                @oohaah: But shopback also don't want to get screwed by simply refunding everyone. Especially now that menulog has offered to accept deliveroo gc.

                What about people who bought the deliveroo gift card and have spent it all? There is no way for SB to find out unless KordaMentha or Deliveroo AU helps out. Blindly refunding every order is not how any business operate.

                • oohaah on 20/11/2022 - 13:28
                  +1

                  @CodeXD: Never said to blindly refund. A timeline and promise to pay remaining balance upon confirmation is what is needed here. I get they are a business but people have spent large amounts here and need to have some comfort that waiting around is going to end in a fair outcome. If they drag it out too long and then so nope, there goes the option to chargeback.

        • fishandchips on 20/11/2022 - 13:28
          +3

          I will give ShopBack until Wednesday 23 Nov 2022 to come up with solution, until then I will proceed with dispute or chargeback with my credit card company for my unused $446.21 Deliveroo credit. Hope to hear from you soon ShopBack.

          • capslock on 20/11/2022 - 13:45

            @fishandchips: You might as well do it now. There is no way they will agree to refund in full all unused gift cards by Wednesday. I assume you will chargeback anyway if they offer anything less than a full refund.

  • nugstar on 21/11/2022 - 13:42
    +2

    GYB has provided an update from Shopback found here: https://www.ozbargain.com.au/comment/12983033/redir

    "ShopBack are willing to do our best to get refunds for any remaining balance on Deliveroo gift cards purchased from us, less any Cashback amount earned, paid or pending."
    Further details on the process at the above link.

  • capslock janitor on 22/11/2022 - 18:04
    +1

    Subject: Updates on your Deliveroo Gift Card(s)

    Hi there,

    You’ve been identified as having made a recent purchase for a Deliveroo voucher.

    If you were able to use it before Deliveroo’s announcement last week and get your full value, then there is no need to read on. We hope that you’ll continue to trust ShopBack to help you get the best Cashback when you shop online and in-store.

    If you still have unused balance remaining, we will need more information from you so we can help remedy the situation. Please follow the instructions below:
    1- Open the ShopBack app. Note down the voucher codes of all your unused voucher.
    2- Open the Deliveroo app or site. Under accounts, enter the voucher code(s) and take a screenshot of the unused amount.
    3- Submit a claim form here with the voucher details and upload the Deliveroo screenshots. We understand that this is frustrating and a few extra things you probably didn’t need to do today. We’ll do our best to get the value back to you as soon as possible and limit any additional steps after this.

    Please do not hesitate to reach out to us at [email protected] if you have any further inquiries, we would gladly be of assistance.

    Best Regards,
    Team ShopBack

    https://docs.google.com/forms/d/e/1FAIpQLSdROMOz5ag4gXt9kN-U…

    • zuruhara on 22/11/2022 - 23:37
      +1

      So we have to redeem/load the unused (voucher code still in shopback app) gift card to the deliveroo account first??

      • kdubs on 23/11/2022 - 22:57

        Also want to know this

      • bob19 on 27/11/2022 - 01:00

        I just replied to their email with the Gift card codes and screenshot of Deliveroo account where they can see how many gift cards were used and the remaining Deliveroo balance.

  • fuzor on 22/11/2022 - 19:03
    +3

    Citi (Nab) still don't know - https://www1.citibank.com.au/credit-cards/benefits

  • wangasm on 29/11/2022 - 14:55
    +4

    Just got this update through email

    Hi There,  
     
    To honour our valued customers, ShopBack will be proactively refunding the unused portion of any Deliveroo gift cards purchased through our platform.

    The refund amount will be the unused portion that is not expired - as confirmed to us from Deliveroo - and less any Cashback amount that we already issued for the gift card.

    The refund will be made through the original payment type to purchase the gift card. If your original payment method is still available, then there are no additional actions for you to take. We will process the refund within the next two weeks. The refund may take up to 15 business days to reflect in your account, depending on your banks processing time.

    If the original payment method is no longer available, you must contact us through this link by 6.30 pm AEDT on December 2nd. After you follow the prompts, we will arrange a refund via Cashback on your ShopBack account. Unfortunately for security reasons, we cannot refund to another account or payment type.

    This has been a journey, but we’re almost there.
    Please visit https://www.shopback.com.au/deliveroo-refund to see the terms and conditions.

    Regards,
    Team ShopBack

    • UrMumsOnlyFan on 03/12/2022 - 22:56

      I submitted a claim via the link and will be extremely impressed if Shopback comes through on this.

      Refund via cashback will supposedly be processed within 5-10 business days.

  • arcticmonkey on 30/11/2022 - 20:48

    Is anyone finding it impossible to login to deliveroo on the website? Have tried numerous devices and browsers and it freezes when trying to log in

    • magster on 30/11/2022 - 21:09
      +1

      Log in via deliveroo.co.uk, then change region to Australia. Otherwise logging in via the app should work fine.

  • asian bargain hunter on 06/12/2022 - 23:26
    +2

    Just got a refund from shopback back in my credit card used to make purchase

    • SUSHIGO-123 on 07/12/2022 - 23:02

      Hi abh, just wondering how long it took from when you submitted claim to get yr refund?

      • asian bargain hunter on 07/12/2022 - 23:06

        within 1 week. I got the email from shopback on the 29th and probably filled in a day later. Got the refund pending in my credit card yesterday the 6th. I bought $200 and had used about $50 or so and got $114 refund. Got menulog vouchers to use as well so i came out making a profit which was nice after potentially losing out

    • tokziktigah on 08/12/2022 - 07:39

      Same here. Got my refunds too for the same amounts of the gift cards less cashback that i had already claimed.

  • capslock janitor on 11/12/2022 - 12:08

    got my PENDING $75 "Store: Refund - Deliveroo vouchers" Friday night

    • capslock janitor on 14/12/2022 - 13:40

      Confirmed last night~ have submitted withdrawal to me PayPal

  • Serapis on 12/12/2022 - 17:47

    Was looking through my statements and found that I got refund from Shopback minus cashback around 1-2 weeks ago

    • ozbmm on 12/12/2022 - 19:18

      Tracked or confirmed?

      • capslock janitor on 12/12/2022 - 19:58

        sounds bank refund

        • Serapis on 13/12/2022 - 20:45
          +1

          Yep, bought a $100 deliveroo card using bank card, I withdrew the $25 cashback from that promo offer, filled in a form for the other $75 and SB refunded me the other $75 into that same bank card.

  • SUSHIGO-123 on 13/12/2022 - 20:20

    How strange. So a week ago it came up pending, same as @asian bargain hunter but checking through the cc statements again now following @Serapis it looks like it's confirmed refunded for dates in Oct? (Coincides with purchase dates for the gift cards) Or am I looking at it incorrectly.. 🤔

    Anyone else get the same?

    • asian bargain hunter on 13/12/2022 - 21:34

      Yea i just checked my banking statement and the refund is showing up on the same date as purchase. At least it is confirmed refund and not pending anymore.

  • rainbowyen on 14/12/2022 - 12:10

    How about they just refund me 1 of the 2 vouchers?

  • JHoliday on 14/12/2022 - 20:36

    Do we need to log a ‘proof of debt’ form online to see if we can get anything back from Deliveroo through this process?

    Dear Sir/Madam

    Deliveroo Australia Pty Ltd (Administrators Appointed)
    ACN 607 915 640 (‘the Company’)

    We refer to the appointment of Administrators to the Company on 16 November 2022. We understand you may be a creditor of the Company.

    Please find link below to the Report by Administrators dated 14 December 2022, containing important information on the Second Meeting of Creditors to be held on 21 December 2022. This report has been prepared to provide creditors with information on the Company’s business, property, affairs and financial circumstances and provide opinions on certain matters, so as to allow creditors to be in a position to vote at the Second Meeting of Creditors on the options available to them.
    Report by Administrators: https://kordamentha.com/getmedia/abd41476-35e8-4734-a809-490…

    We have also included direct links to the Notice of Meeting, Proof of Debt (online portal and paper form), Proxy Form and Deed of Company Arrangement (‘DOCA’) Term Sheet below:
    Notice of Meeting: https://kordamentha.com/getmedia/3acb21a5-fc33-4eb3-917f-90f…
    Proof of Debt lodgement portal: https://creditors.accountants
    Proof of Debt (paper form): https://kordamentha.com/getmedia/4175a459-a28a-409c-8c55-41d…
    Proxy Form: https://kordamentha.com/getmedia/2472f73c-9ac6-4c74-a547-b30…
    DOCA Term Sheet: https://kordamentha.com/getmedia/e40e43f3-89e0-4561-b756-47c…

    We have prepared an FAQ on the Second Meeting of Creditors (including how to submit a Proof of Debt and Proxy Form). Please refer to this document in the first instance for any queries you may have or contact [email protected] if you need further assistance.
    FAQ – Second Meeting of Creditors: https://kordamentha.com/getmedia/c752a88e-cd12-4af1-93f6-3ef…

    Further information on the administration of the Company can be found at the KordaMentha website via the following link: https://kordamentha.com/creditors/deliveroo-australia-pty-lt….

  • UrMumsOnlyFan on 16/12/2022 - 08:15

    Losses laid bare: Deliveroo burnt $120m before collapse

    At a virtual creditors’ meeting next Wednesday, KordaMentha will recommend creditors approve of the proposal put forward by Roofoods as preferable to liquidation. The proposed Deed of Company Arrangement (DOCA) would mean employees, riders, and suppliers receive payments from a pool of $9.5 million by the end of January.

    A second payment, of about $9.3 million, would be made to lower-priority restaurant partners, customers and other unsecured creditors from April onwards.

    Customers will be able to redeem 100 per cent on any unused refunds, credits, Deliveroo Plus subscriptions, or partially used gift cards under the proposal.

    I'll believe it when I see it …

    • fishandchips on 16/12/2022 - 09:14

      "Customers will be able to redeem 100 per cent on any unused refunds, credits, Deliveroo Plus subscriptions, or partially used gift cards under the proposal."

      ShopBack has refunded my unused gift card 100%.

      • capslock janitor on 16/12/2022 - 11:39

        weve potential to dip again here

        • CodeXD on 16/12/2022 - 11:45

          How are you going to dip again when the place you bought it from already refunded you?

        • capslock on 16/12/2022 - 13:35
          +1

          The administrator will know that Shopback gift cards have been refunded already. They gave the list of voucher codes to Shopback.

      • UrMumsOnlyFan on 22/12/2022 - 08:05

        ShopBack has refunded my unused gift card 100%.

        That would have come from ShopBack, not Deliveroo/KordaMentha.

    • UrMumsOnlyFan on 22/12/2022 - 23:24

      Deliveroo riders, staff, restaurants to share $19m payday

      In a virtual meeting on Wednesday, creditors approved a proposal put forward by Deliveroo’s UK parent, Roofoods, that would see creditors receive 100 per cent of their claims. Eligible employees will receive 169 per cent of their entitlements and eligible riders will receive 342 per cent of their entitlements.

      Employees, riders, and suppliers will see the majority of owed monies, totalling $9.5 million, paid by the end of January, while lower-priority restaurant partners, customers and other unsecured creditors will receive their share from a pool of $9.3 million by the end of April.

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