Tesco: problems with your collection

If you need to get in touch with OLIO about your collection, please use our FWH Issue Report Form by tapping Something Wrong? in My Collection Slots, or in Documents on the Volunteer Hub. 

I haven't received confirmation messages from my store.

A Tesco store should always send a donation confirmation message to let you know if your collection is going ahead or not. We are continuously reviewing stores that fail to send confirmation messages to Food Waste Heroes, so you do not need to report this to us.


There is no food, even though I received a confirmation message.

While this should be a rare exception, there are two possible reasons:

1.  The Tesco store sold this food to customers after they sent the confirmation message.

2.  A new automatic ''donation estimation'' has been loaded on to Tesco system. Which means that staff now have to  manually decline the donation if there is no food. Some stores haven't got this process correct yet. 

If the problem persists, please report this to OLIO or request the staff are mindful of the confirmation process - especially if there is only a very small amount of food which is regularly sold by the time you arrive.


I have multiple conflicting confirmation messages.

Tesco have loaded a new process on to their system called ''automatic donation estimations''. This means staff now have to manually decline the donation if there is no food. We are finding that some staff have not read this training in their emails from Tesco HQ yet. 

If you get conflicting message (i.e a confirmation to go followed by 'no food'), please go with the most recent (the last) message in the chat - as this will be the one the staff meant to send!


The store is asking me to collect at a different time.

The collection times in OLIO's system are set by Tesco HQ and are updated every Monday (if needed, most will stay the same). Therefore, if a store manager requests that you collect at a different time to this, then this is entirely at your discretion and you have every right to refuse. However, please bear in mind that it is important to allow yourself enough time to list and distribute all food items on the same day as your collection. We therefore don’t encourage Food Waste Heroes to collect at any point later than 20:30. 

If the store manager is asking for the collection to happen the evening before or the morning after your official scheduled collection, please let them know that they need to request this change internally with Tesco HQ as OLIO is not able to make changes to the schedule.


The staff don’t know about OLIO.

Just explain you are here for the charity food collection. 

Our partnership with Tesco has been announced in the media and all the information they need is available to them internally (on their Help Desk) so gently suggest they look for it as they now have a team of local volunteers who are ready to help them redistribute their surplus food.


My store is not following the correct processes?

If you need to get in touch with OLIO about your Tesco collection, please use our FWH Issue Report form by clicking 'Something wrong'. OLIO and Tesco have an agreed process in place for resolving issues, this means that the only way that your problem will be solved is by reporting it directly to OLIO via this form. In no circumstances should you contact Tesco directly, as doing so is against the agreed process, and will not result in your issue being resolved.


The store has told me that OLIO has not accepted the donation.

Tesco have improved their internal systems to include a way to override this occasional issue. If you go to collect and the Store's hand-held PDA device has not had an acceptance, ask the staff to ''Manually Accept'' by:

βœ… Clicking Waiting for Response
βœ… Then Accept
βœ… Choosing OLIO
βœ… Then Submit!
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