A vent hole in a lid exists for hot drinks. It lets steam escape so pressure does not build under the lid. On a frozen dessert it is doing nothing useful, and it is quietly working against you.
What the hole costs you
Kraft to-go container lids without vent holes keep the seal closed for transport, which matters when frozen desserts travel in a delivery bag alongside other orders.
That last part is the whole problem. A delivery bag is not a controlled environment. Your container is pressed against somebody's hot order, tipped when the bag is set down, and carried at an angle up a flight of stairs. An unvented lid gives the melt nowhere to go. A vented one gives it a hole.
Who gets blamed
Not the driver. Not the platform. You.
A customer receiving a leaking container has no way to know where in the chain it went wrong, and no reason to investigate. They photograph it, they contact the platform, and the refund and the rating both land on your account. A lid is one of the very few points in that chain you actually control, which makes it worth more attention than its price suggests.
Condensation is the second problem
Even without a spill, a frozen container in a warm bag sweats. Moisture on the outside of a paper carton softens it, and a softened carton in a bag with other orders arrives looking mishandled whether or not it was.
An unvented seal keeps that moisture where it belongs instead of letting it escape onto the outside of the packaging. The customer opens something that looks like it was packed carefully, which is the impression you were paying for in the first place.
When a vent is the right answer
Hot drinks, and only hot drinks. If you serve coffee alongside desserts, those cups want a lid designed to let steam out, and sealing them is its own mistake in the opposite direction. That is a different product for a different job, alongside the cold-drink options we compared in flip top lids for drinks that travel.
The rule is simple enough to teach in one sentence: anything frozen gets a sealed lid, anything steaming gets a vented one.
Check what you are already running
Most shops have never looked. Lids arrive with containers, get put on the shelf, and nobody inspects the top of one until a complaint arrives.
Take a lid off the stack and look at it. If there is a hole in it and you are putting ice cream underneath it, you have found a cheap problem to fix. Every profile, sealed and vented, flat and domed, sits in the lids and domes range, and the broader question of which profile suits your servings is covered in dome or flat lids.