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Q. What does LTO stand for?
A. Limited Time Offer
Q. What does Approved Status with ticket # means?
A. Order was entered and sent to the store
Q. What does In Prep with a Ticket # Means?
A. Order was sent to the the store
Q. What does Approve Status with Ticket 0 means?
A. The order is entered, but the order needs to be replaced.
Q. What does In Prep with Ticket #0 Means?
A. Order needs to be replaced- If unsure, speak with Chat Monitor
Q. What does Deferred ticket status mean?
A. The order is set for a future date, please double check with Chat Monitor
Q. What does Canceled Ticket Status mean?
A. The order was canceled during the process of placing the order
Q. What does Ticket Status VOID mean?
A. The order was voided
Q. What Does Ticket Status Hold Means?
A. This order is in VERS and should be handled by the Verification Team
Q. What does ticket status dispatched means?
A. The order maybe out for delivery, to confirm, contact the store
Q. What does ticket status Driver means?
A. The order is with the driver, you should confirm with the store for accuracy
Q. What does ticket status fulfill means?
A. The order was finalized and the transaction has been completed.
Q. Can we remove the taxes from a Guest bill? (TAX EXEMPT)
A. No, The Call Center Service Providers or Management cannot remove the taxes, however the guest should keep their receipt and submit for reimbursement when filing taxes..
ADDING TO AN EXISTING ORDER
You can add to an order within 5 minutes of the order being placed if the status is set to In-Prep.
Where a credit card was used, you can edit the payment to reflect the new total.
We advise the customer of a second authorization prior to changing or modifying the order in case they do not have sufficient funds on their card.
If you notice that an order is listed as ‘Assigned to Driver’ or it has been more than 5 minutes, transfer the customer to Customer Service so they can verify.
Q. What does Deferred order mean?
A. The order is scheduled for a future date- do not cancel the order.
Q. What does it mean when the status of the order is Held?
A. This order should be handled by the Verification team. Do not cancel the order.
Q. When can you place the last order before the store closes?
A. You can place the order at least 10 mins before closing time.
Q. Are the pricing and promos the same across the region?
A. Promos - same - Pricing is different, based on regions and store some stores have delivery fees and some do not have delivery fees)
Q. Are the promos on the flyers for delivery and pick-up?
A. Based on the promo, the fine print would indicate what the promo is about.
Q. Do we have a general pricing list?
A. No, Pricing varies based on location and service fees. We recommend the guest look at the menu online, or you can start an order and provide the guest with the pricing associated with the item.
Q. Do we place orders for all of Canada?
A. Yes, where there is an available Swiss Chalet.
Q. Do we have Halal locations?
A. Yes, we do have Halal Locations
Q. Can a Guest use two coupons with the same order?
A. No, However it can be done as multiple orders. Complete bill #1, send it to the store with notes - order 1 of 2 etc. Guests must pay for the first order, then enter the second order, notes: order 2 of 2.
Complete bill # 2 sent to the store with notes 2 of 2 etc. - Guests must pay for a second order.
Q. Can I combine a SC(coupon code) and use my free appetizer or dessert code?
A. No, you are not able to combine the two.
Q. Can the Guest ask for a separate receipt?
A. Yes, guests must place individually for each order, orders must be labeled as 1 or 10 etc. and send each one separately with notes (1 of 10 or 2 or 10 etc.).
Q. Guests call to look for their order and would like to speak to a Supervisor, What to do?.
A. Escalate to the customer service team.
Q. Guest calls looking for an order that was placed online?
A. If the order is not on the system, find out when it was placed, ask the Guest if he or she received a confirmation. If the order never went through, you can place the order for the Guest.
Q. Guests placed an order on the Mobile APP, but the order was never sent.
A. You can let the Guest know you can place the order for them, if the order never went through, apologize for the inconvenience.
Q. Can the Guest cancel their order at any time?.
A. Yes, Guest can cancel their order at anytime.
Q. Can our guests pay Cash at the door?
A. Yes, guests can as long as the method of payment is available.
Q. What is the expiry date for Swiss Chalet Credits?
A. Swiss Chalet Credits are available for 90 Days.
Q. How do our guests make reservations at a Restaurant?
A. Guests can make reservations at swisschalet.com/locations ***DO NOT TRANSFER TO GUEST SERVICES***.
Q. Guests would like to log a complaint. Where can they find the form?
A. https://www.recipeunlimited.com/en/contact.html.
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