Key points at a glance
Answer in 90 secondsLieferando reviews can only come from verified orders – yet unfair reviews still end up on profiles: for delivery delays caused by Lieferando's own courier service, from mix-ups, or with insulting content. Restaurants can't delete anything themselves; reporting runs via Lieferando's partner service (partner portal or support). Reports have good prospects for insults, mix-ups and reviews that demonstrably concern delivery by Lieferando itself. The decision on removal rests solely with Lieferando.
Your route3 stages · 7 min
On Lieferando, every review is tied to a real order – so the "fake review without customer contact" problem is rarer than on Google. Instead, restaurateurs face a different annoyance: being rated for things they can't control.
The classic: the food leaves the kitchen on time and hot, Lieferando's courier service takes 50 minutes – and the 2-star review "food cold, endless wait" hits the restaurant.
Which Lieferando reviews can be contested?
| Situation | Contestable? |
|---|---|
| Insults, discriminatory or vulgar content | Yes |
| Review recognisably concerns a different restaurant (mix-up) | Yes |
| The criticism demonstrably concerns Lieferando's courier service, not the restaurant | Yes – worth pursuing with proof (handover time to courier) |
| False factual claims ("hair in the food", demonstrably untrue) | Worth checking – case by case with documentation |
| Criticism of taste, portion size, value for money | No – permissible opinion |
How to report a review to Lieferando
- 01Match the order: Every review belongs to an order. Look up the order number, timestamps (received, prepared, handed to courier) and the customer contact if applicable.
- 02Preserve evidence: Screenshots from the order system, especially the handover time to the courier service if the criticism concerns delivery time.
- 03Contact the partner service: Reporting runs via the Lieferando partner portal or partner service. Describe the case factually and attach the evidence.
- 04Reply publicly: Regardless of the outcome you can reply to reviews. Clarify the sequence factually ("The order left our kitchen at 6:32 pm…") – future customers read that too.
Tone drives success: The partner service decides according to the platform's guidelines. A documented, factual report ("handover to courier 6:39 pm, delivery according to customer 7:25 pm") has far better prospects than an emotional complaint about the customer.
The bigger lever is usually Google
People looking for a restaurant google it – and see your Google star average before they ever land on Lieferando. For restaurateurs the Google profile is therefore usually the more important reputation lever: reviews without a real visit are possible there, and exactly those are reportable. Sternehero shows how to detect and report non-compliant Google reviews self-service; the industry specifics are covered in reputation management for restaurants.
Not yourself. You can report the review via Lieferando's partner service – with justification and evidence. Lieferando checks against its own guidelines and decides. Criticism of taste and service from genuine customers usually stays online.
Document the handover time to the courier service and report the case with evidence to the partner service. Also reply publicly and clarify the sequence factually – that puts the review into context for readers.
Rarely, since reviews are tied to verified orders. Mix-ups between restaurants and abusive content are possible, though – both are reportable.
No. Sternehero specialises in reporting non-compliant Google reviews. Lieferando cases run through the platform's partner service.
This article does not constitute legal advice and describes the platforms' reporting processes to the best of our knowledge. Every report is decided solely by the respective platform.