Contact Driver

If Committed Time not  Exceeded  ------>  Request rider ETA to pickup

Script

(Note: If you found space in the comment replace it with ROP Name or the time of arrival for the rider)

Apologies for this delay, let me take care of this for you.

No worries,         ; I can see that your order is showing the rider is on his way now,

and I'll call him now to confirm and rush to pickup the order and make sure no issues at all.

Also, customer will be informed in case of any delay to assure that your restaurant cares a lot for his customers.

Of course, if there is any issue with the rider that will cause any delay, I'll reassign another rider for you.

Would you mind waiting for a few minutes till I contact the rider and get back to you?

...

Thanks for your kind patience, it was truly so admirable.

(((((If the rider answered and confirmed on the way)))))

I've called the rider, Dear. 

He is on the way now and he has about (          )  minutes to reach the restaurant;

and I informed him to hurry up to make sure the order won't be late.

Also, as agreed, I will Inform the customer in case of any delay.

Is there anything else I can have the pleasure of helping you with?

ROP                   // want to follow up on rider // informed there is a rider assigned to this order and is moving toward him // called rider to confirm that he will come // rider has                  min to arrive at RST //informed ROP // send Delay SMS to CST 

called the CST to apologize for the delay

not send SMS to CST as not exceed the 10 min buffer

(((((If the rider didn't answer and will redispatch:)))))

So now the rider didn't answer and I'm really sorry for that 

So I'll send a new rider to make sure the order is fine and will be delivered to the customer in a good condition.

And as I mentioned before the customer will be informed with the late.

And I'm really sorry for the delay I hope it is not repeated with you.

Is there anything else I can have the pleasure of helping you with?

ROP                   // wanted to follow up on rider // informed there is a rider assigned to this order and is moving toward him // called rider to confirm that he will come // rider not answered and not moving toward the RST// dispatched the rider and set him on break 30 min //informed ROP // send Delay SMS to CST 

(((((If the rider didn't answer and will not dispatch :)))))

So now the rider didn't answer and I'm really sorry for that.

But he didn't exceed the delivery time.

So we will wait for him to arrive as you know he can be driving right now and he cannot answer the phone

And as I mentioned before the customer will be informed with the late.

And I'm really sorry for the delay I hope it is not repeated with you.

Is there anything else I can have the pleasure of helping you with?

ROP                   // wanted to follow up on rider // informed there is a rider assigned to this order and is moving toward him // called rider to confirm that he will come // rider not answered and not moving toward the RST// rider didn't exceed the time // didn't dispatch him //informed ROP// send Delay SMS to CST 

((((Dispatched))))

• Contact Drivers:

(Before Committed pick-up time):  Request rider ETA to pickup

(After Committed pick-up time):  Late Delivery

Script

I'm sorry for this Late I know it is very annoying

don't worry  dear            , I care about your order.

So I will do all I can to save you order  and deliver it in a good condition.

I see that system is looking for the nearest rider for you and system will get you faster and closer rider, so within few minutes you will have a rider.

Also the customer will be informed about this delay to make him sure that the restaurant cares a lot for his customers.

May I have the pleasure of helping you with anything else?

ROP:         \\inquired about rider\\informed RST that system assigns rider\\SMS delay sent // The order is Dispatched on the Hurrier.

Contact Driver:

 ------>  Product unavailable

(((((((    TGO   ))))))) 

Online Pay

Script

Sure I'm here to assist you, Please tell me which item is not available?

to avoid orders cancellation in the future, please hide the unavailable items on the beginning of your shift or once the product is not available from Vendor Portal. 

Is there any replacement for this item with the same or lower price that I can offer to the customer?

There is a replacement:

Okay so those are the Replacements(         )

No worries, I'll call the customer right now and offer the replacement to see he will modify or cancel .

and be sure I will get back to you as soon as possible 

Can you please give me 2 to 3 minutes maximum to check that for you?

Thanks for your patience and I apologize for the delay.

There is No replacement:

Its okay there is no replacements 

No worries, I'll call the customer right now and tell them there is no replacements and see what they want to do with this order 

and you need to be informed that the unavailable items will be hidden from your menu till the end of the day

also you can extend or decrease the duration through your portal

and be sure I will get back to you as soon as possible 

Can you please give me 2 to 3 minutes maximum to check that for you?

Thanks for your patience and I apologize for the delay.

(((((If the ROP wants to modify the order and the CST agrees)))))

I have contacted the customer and agreed to take the replacement (           ) 

 So, the customer is waiting for the order with the agreed replacement. 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP:                 \\asked to modify order \\reason : unavailable item (    ) \\asked rop to hide item\\called cst \\ replaced it with (    ) same price \\ confirm modification \\ rop informed

(((((If the ROP wants to modify the order and the CST agrees but decrease amount)))))

I have contacted the customer and agreed to take the replacement (item name and price) 

So, the customer is waiting for the order with the agreed replacement and the customer will be refunded with the difference  (       ), and the new total amount should be (          )

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

Issue: Unavailable Item (     ) //ROP gave alternative (      ) with decrease in amount by (        ) and the CST agreed to it  

ROP name:

Order status on Hurrier:

Rider Name:

Customer feedback: The CST wants the replacements and wants the refund

Resolution/final outcome: Send case to Refund and Validation 

Required action: Please refund the customer with the amount (       )

ROP             // unavailable item (item name and price) // asked rop to hide item // replacement (item name and price) // called cst // approved replacement informed CST with the Refund and validation SLA (30 min)// informed ROP// sent case to refund and validation team to refund the customer with the difference (    ) case no. //  

(((((If the ROP wants to modify the order and the CST Don't want the Item and want to get the rest of the order )))))

 I have contacted the customer and unfortunately he/she asked for a partial refund for this item. 

So I'll refund the customer with (         ) the amount of the unavailable item only and she will take the rest of the order, and the new modified total amount should be (            ) 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP         // unavailable item (item name and price) // asked ROP to hide item // replacement (item name and price) // called cst // didn't want the replacement and wants partial refund // informed partner// customer refunded with (        ) on TW.

(((((If the ROP wants to modify the order and the wants to cancel the order )))))

I have contacted the customer and unfortunately the customer wants to cancel the order. 

and you need to be informed that the unavailable items will be hidden from your menu till the end of the day

also you can extend or decrease the duration through your portal

So I'll cancel this order for you now

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP:               \\asked to modify order \\reason : unavailable item (    ) \\asked rop to hide item\\called cst \\ asked to cancel order// informed CST that about the refund process on the wallet\\rop informed and informed that the item will be hidden till the end of the day and he can extend or decrease duration through vp\\order cancelled\\refund on TC

(((((If the ROP wants to cancel the order)))))

I've contacted the customer confirmed with him to cancel the order now 

and you need to be informed that the unavailable items will be hidden from your menu till the end of the day

also you can extend or decrease the duration through your portal

May I have the pleasure of helping you with anything else?

ROP:           \\asked to cancel order\\reason: unavailable item ()\\asked rop to hide item\\informed rop items will be hidden till the end of the day\\advised rop to use VP to extend or decrease * time\\called cst\\reason is confirmed\\ refund on TC

Cash Pay

I have contacted the customer and agreed to take the replacement (        ) 

So, the customer is waiting for the order with the agreed replacement, and please note that the new modified total amount is (          ). 

I'll also make sure the rider is informed with the updated Total amount.

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP          // unavailable item (item name and price) // asked rop to hide item // replacement (item name and price) // called cst // approved replacement // amount modified// new total amount () // rider informed in special instructions. 

There is no issue with the cancellation reason:

So as you want to know the cancellation reason I can help you with that 

first of all, We apologize for this situation and surely, we will do our best to help

and Can you please spare a few minutes to check the cancellation reason for you ?

Thank you for waiting for this long 

I've checked the system for you now 

and the right cancellation reason should be (          )

and I'm really sorry for the cancellation and if it was in my hand I would have prevented it 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP         // wanted to know the cancellation reason // informed that the reason is ( )  // issue is solved 

If there is any dispute the ROP wants to make (GCC) :

If you have any inquiry about the cancellation reason I can help you

I can help you now by trying to send the case to the Talabat restaurant  support team 

and they respond within 24 hours 

but I'll need the restaurant Email to send it to them to reach you out and help you.

Is there anything else I can have the pleasure of helping you with?

Issue: the ROP wanted to know the cancellation reason and the cancellation reason is (              ) ROP wanted to dispute in the reason // send the case to Talabat restaurant support 

ROP name:(       )

RST Email: (        )

Order status on Hurrier:   cancelled 

Rider Name:(             )

Resolution/final outcome: send the case to Talabat restaurant support 

Required action: ROP wants to change the cancellation reason as he thinks the cancellation reason is wrong//

ROP         // asks about the cancellation reason // info ROP that the cancellation reason is (       )// ROP refuse the cancellation reason // info ROP that i will send the case to Talabat Cases –Restaurant Support.//RST Email (          ) // info ROP with SLA (24 H)//case number ()

There is an issue with the cancellation reason and will change it:

I've checked the system for you now and the cancellation reason is (        )

and the reason written on the system now is wrong according to what happened 

and according to that it will be changed to (                  )

Is there anything else I can have the pleasure of helping you with?

ROP         // wanted to know the cancellation reason // informed that the reason is ( ) // informed that this reason is wrong and will be changed to (           ) // issue is solved 

If there is any dispute the ROP wants to make :

If you have any inquiry about the cancellation reason I can help you

I can help you now by trying to send the case to the Talabat restaurant  support team 

and they respond within 24 hours 

but I'll need the restaurant Email to send it to them to reach you out and help you.

Is there anything else I can have the pleasure of helping you with?

Issue: the ROP wanted to know the cancellation reason and the cancellation reason is (          ) ROP wanted to dispute in the reason // send the case to Talabat restaurant support 

ROP name:

RST Email: (        )

Order status on Hurrier:   cancelled 

Rider Name:

Resolution/final outcome: send the case to Talabat restaurant support 

Required action: ROP wants to change the cancellation reason as he thinks the cancellation reason is wrong//

ROP         // asks about the cancellation reason // info ROP that the cancellation reason is (                ) and  this reason is wrong the cancellation reason will be (           )// ROP refuse the cancellation reason // info ROP that i will send the case to Talabat Cases –Restaurant Support. //RST Email (          )  // info  ROP with SLA //case number (           )

(((If ROP asked about allocation)))

GCC

So you are now asking about the allocation 

first of all I'm sorry for the cancellation

I've checked the system now 

and for the cancellation reason (         )

The commission is (Non-chargeable // Chargeable )

and if you are asking about the full payment of the order you should contact the account manger 

As this peace of info is not available on my system

Is there anything else I can have the pleasure of helping you with?

ROP      // asks about the cancellation reason // info ROP that the cancellation reason is (      ) // ROP asks about the allocation of the order // info ROP that  (Non-chargeable ) / (Chargeable ) the commission  // ROP asks about all order allocation // asks ROP to contact the AM 

Egypt

So you are now asking about the allocation 

first of all I'm sorry for the cancellation

I've checked the system now 

and for the cancellation reason (         )

And to Make sure, have you prepared the order ?

The allocation of this order will be on (   Talabat    -    Restaurant    )

And now I've written this down in my system 

Is there anything else I can have the pleasure of helping you with?

((((if the Talabat will bear for the order :))))

And now I've written this down in my system to make sure you have your right 

as we wont charge you for somebody else's fault 

The Validation Form

https://docs.google.com/forms/d/e/1FAIpQLScsWRKGwJIMJnGXoLzx9InSCcUNU1B_w3KLcflbABlRXnff4Q/viewform 

ROP    //asks about the cancellation reason of the order // info ROP that the cancellation reason is (            ) // ROP asks about the allocation of the order // info ROP that (talabat will bear the order ) / (RST will bear the order ) // Validation form done 

((((((ROP wants to Dispute Cancellation reason Or Validation))))))

I want to inform you that I will do all what in my hand to help you now 

But what I've done all what I can to help you 

and if you need more assistance you can contact the account manger 

he will be the one with the ultimate authority to help you 

Is there anything else I can have the pleasure of helping you with?

ROP    //asks about the cancellation reason of the order // info ROP that the cancellation reason is (            ) // ROP asks about the allocation of the order // ROP Prepared the order // inform ROP that (talabat will bear the order ) / (RST will bear the order ) // Validation form done // ROP wanted to dispute about ( Cancellation reason  -  Validation )// informed ROP to contact the AM// issue solved 

So now you are saying this is a fake order 

and want to cancel the order 

and I want to assure you that I will help you right now 

and to make sure of this 

I will call the customer right now and inform him that the order cannot be placed and cancel it right now 

Would you mind waiting for a few minutes till I contact the rider and get to you back?

Thanks for your patience and I apologize for the delay.

Customer Answered:

Now I've contacted the customer now and he answered 

And to make sure you get what you want, I informed him we will cancel the order   

and now I will cancel it for you 

and hope you get no fake orders again

I hope I have been with great help for you today , let me know if you need my support with anything else?

ROP       // wanted to cancel the order as fake order // called CST to inform cancellation // CST  answer // informed CST the RST will not be able to prepare order  // informed ROP // cancelled order // issue solved

Customer Not Answered:

Now I've contacted the customer now and he didn't answered 

And to make sure you get what you want, I will cancel it for you right now 

and hope you get no fake orders again

I hope I have been with great help for you today , let me know if you need my support with anything else?

ROP       // wanted to cancel the order as fake order // called CST to inform cancellation // CST  not answer // informed ROP // cancelled order // issue solved

ROP want to block CST :

ROP       // wanted to cancel the order as fake order // called CST to inform cancellation // CST  not answer // informed ROP // cancelled order //  ROP want to block the CST // filled Fraud form // informed ROP // issue solved

Know the cancellation reason:

I want you to know that I'm here to assist you with whatever you want

and I'm always here to help you now 

first of all, can you please tell me why do you want to cancel the order ?

Product unavailable 

Customer unreachable

Amend Item Price

Duplicate order

Vendor need more time to prepare

Outside of Opening hours

Outside of delivery area

Fake Order 

******First Assign******

((((No auto return was created:))))

****Order is not complete****

I want you to know that I really care for your order more than you do

So as you want to return the order to the restaurant

So now I'll Call the rider and inform him that you are waiting for the order now 

and if he answered I will confirm with him that he bring the order back to you and set him on a break to return the order 

and even If he didn't answer I'll send the case to the concerned team to report him and they will fix this issue for you and will but him on a break till end of the day

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting till now I know I was late 

****Rider answered****

Now I've contacted the rider 

and he is on his way now

and I put him on a break although to make sure he don't get any other orders till he returns the order 

so Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to return order to the RST as the order is cancelled // checked the hurrier and no auto return trip was created // informed ROP that we will call the rider to make sure he returns the order //rider answer  // rider has (       ) min to return the order // put rider on break to return the order // informed ROP // issue solved 

****Rider Not answered****

Now I've tried to contact the rider 

but unlucky he is not answering

and I put him on a break till the end of the day to make sure he don't get any other orders till he returns the order 

and also I sent the case to concerned team to make sure they handle tha case for you

so Is there anything else I can have the pleasure of helping you with?

Issue: order is cancelled and the rider didn't bring back the order to the RST

ROP name:

Order status on Hurrier: cancelled 

Rider Name:

Resolution/final outcome: told rop that we will send case to concerned team

Required action: Report the rider // bring back the order to RST 

ROP        // wanted to return order to the RST as the order is cancelled // checked the hurrier and no auto return trip was created // informed ROP that we will call the rider to make sure he returns the order //rider not answer  // put rider break till end of the day // send case to TB ANY number (       ) to report rider // inforemd ROP 

((((Auto return trip was already created:))))

I want you to know that I really care for your order more than you do

Okay as you want to return the order to the restaurant

I've checked the order for you now

and the rider was informed to return the order at your door as soon as possible

and the order is now on its way to you

Is there anything else I can have the pleasure of helping you with?

ROP    // wanted to return order to the RST as the order is cancelled // checked the hurrier and auto return trip was created // informed ROP that the rider is already informed by his team to return the order to the RST and the order will be at the RST soon// issue solved

****Order is complete****

I want to inform you that I really care for your order 

So I'll call the customer now to make sure that when the order return to you it will be in good condition

Can you please give me 2 to 3 minutes maximum to call the customer for you?

Thanks for waiting I know I took a lot of time.

****Order is consumed****

Now I've contacted the customer 

and  the order is now consumed and I'm really sorry that the customer already consumed the order 

and now we cannot get the order back to you as it is consumed 

I really wish this not be repeated with you again 

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to return order to the RST as the order is cancelled on BOA //checked the hurrier and no auto return trip was created and the order is complete on hurrier // informed ROP that I will call the CST to confirm the order is Okay // called CST // order is consumed // informed ROP // no action taken

****Order is Not consumed****

Now I've contacted the customer 

and  the order is still in good condition now 

and now I've assigned another rider to get back the order from the customer 

and also I sent to the rider an instruction that it is a return order request 

and the order will be back as soon as possible

I really with this not be repeated with you again 

Is there anything else I can have the pleasure of helping you with?

((((Write in the dispatcher notes + BOA))))

ROP        // wanted to return order to the RST as the order is cancelled on BOA //checked the hurrier and no auto return trip was created and the order is complete on hurrier // informed ROP that I will call the CST to confirm the order is Okay // called CST // order is not consumed // assigned new rider// send a note in the special instruction (Return Trip)// informed ROP // issue is solved 

******Second Assign******

If the Rider ((((NOT on TMP break)))):

As you want the order back to the restaurant and it is not back till now I want to inform you that I'll call the rider right now 

and I hope he is on his way to the restaurant 

Can you please give me 2 to 3 minutes maximum to send that case for you?

Thanks for waiting till now I know I was late 

((((Rider answered and said he is on his way:))))Set break till end of the day

We but the rider on break MAX 1 hour if needed 

I want to tell you that I called the rider and told him to hurry up as you are waiting for him right now 

and he is on his way now to return the order 

And I but him on a break to return the order 

Is there anything else I can have the pleasure of helping you with?

ROP       // wanted to return order to the RST as the order is cancelled//checked the Hurrier and no auto return trip was created//informed ROP that the rider is informed now to return order to RST //called rider to confirm he is on the way // rider said he is on the way //Rider put on break (        ) to return order // informed ROP // issue solved 

((((Rider didn't answer or having an issue that made him refuse to return the order ))))Set break till end of the day

I want to apologize as the order is that late for you 

I tried to contact the rider but he didn't answer 

So now I'll send the case to report the rider now you for the concerned team 

and they will handle this case for you now 

Is there anything else I can have the pleasure of helping you with?

Issue: order is cancelled and the rider didn't bring back the order to the RST and this is the second assign and called the rider and Rider didn't answer 

ROP name:

Order status on Hurrier: cancelled 

Rider Name:

Resolution/final outcome: told rop that we will send case to concerned team

Required action: Report the rider and return the order to the RST

ROP       // wanted to return order to the RST as the order is cancelled//checked the Hurrier and rider was informed to return the order to the RST //informed ROP //called rider// rider (Not answered ) //Set break till end of the day // Send case to TB number (         )// issue solved 

IF the Rider on TMP break:

I want to apologize as the order is that late for you 

But I want to inform you that the rider is now on a break to return the order to you

and I can assure you that he is on his way to the restaurant

 Is there anything else I can have the pleasure of helping you with?

ROP       // wanted to return order to the RST as the order is cancelled//checked the Hurrier and rider was informed to return the order to the RST //informed ROP //rider is on a break // informed ROP that the rider is on his way to the RST // no action taken

((((if the order isn't late :))))

Car is already assigned :

Okay So you now want to assign a car for this order

Now I've checked the system for you

And A car is already assigned for this order

May I have the pleasure of helping you with anything else  ?

ROP // want To Assign a Car for the order  //Reason (       )// checked the system // a car is already assigned // informed ROP

I've assigned  a car:

Okay So you now want to assign a car for this order

Now I've checked the system for you

Why do you need the car ?

And Now I've assigned a car for you.

May I have the pleasure of helping you with anything else  ?

ROP // want To Assign a Car for the order  //Reason (       )// checked the system // motorcycle is assigned // assigned a car rider // informed ROP

____________________________________________________________

((((if the order was late :))))

Car is already assigned :

Okay So you now want to assign a car for this order

Now I've checked the system for you

And A car is already assigned for this order

Also, customer will be informed in case of any delay to make him sure that the restaurant cares a lot for his customers

May I have the pleasure of helping you with anything else  ?

ROP // want To Assign a Car for the order  //Reason (       )// checked the system // a car is already assigned // informed ROP//sms delay sent to cst

I've assigned  a car:

Okay So you now want to assign a car for this order

Now I've checked the system for you

Why do you need the car ?

And Now I've assigned a car for you.

Also, customer will be informed in case of any delay to make him sure that the restaurant cares a lot for his customers

May I have the pleasure of helping you with anything else  ?

ROP // want To Assign a Car for the order  //Reason (       )// checked the system // motorcycle is assigned // assigned a car rider // informed ROP//sms delay sent to cst

1st assign: 

So now you are saying the rider left and forgot to take some Items 

can  you please inform me what those Items are ?

that is Okay I've just checked the location of the rider

Near drop-off:

 The location of the rider now is near the customer location 

so I'll call the customer now and inform him with what happen and ask him to wait for the items 

and will assign another rider for you to deliver the order 

Can you please give me 2 to 3 minutes maximum to call the customer for you?

......

Thanks for your patience and I apologize for the delay.

Agreed to wait:

now I have called the customer and he agreed to wait 

and I've assigned a new rider for you now

and he will be at the restaurant with the minimum time ever 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP       // said that the rider left some items (      )// checked hurrier // rider is near drop-off // called CST and informed him to wait for the redelivery//CST agreed// assigned a new rider to redeliver the missing items // informed ROP// issue solved   

Picked-up or Left Pickup:

 The location of the rider now is near the restaurant location 

so I'll call the customer now and inform him with what happen and ask him to wait for the items 

and will call the rider to return and get the missing Items from your restaurant 

Can you please give me 2 to 3 minutes maximum to call the customer for you?

...... If rider didn't answer assign another rider 

Thanks for your patience and I apologize for the delay.

Agreed to wait:

now I have called the customer and he agreed to wait 

and also called the rider and he is on his way back to the restaurant to get the missing items

and he will be at the restaurant with the minimum time ever 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP       // said that the rider left some items (      )// checked hurrier // rider is (Picked-up // Left-pickup) // called CST and informed him to wait for the redelivery//CST agreed// called rider to return tot the RST and redeliver the missing items //(Rider agreed // Rider refused and assigned another rider for redelivery)// informed ROP// issue solved   

order is completed:

so on system I can see the order is completed 

so I'll call the customer now and inform him with what happen and ask him to wait for the items 

and will assign another rider for you to deliver the order 

Can you please give me 2 to 3 minutes maximum to call the customer for you?

......

Thanks for your patience and I apologize for the delay.

Now the customer is waiting for the missing items 

and I've assigned another rider for you 

to make sure the order arrives at the customer with the fastest way ever 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP       // said that the rider left some items (      )// checked hurrier // rider is (completed) // called CST and informed him to wait for the redelivery//CST agreed//assigned a new rider to redeliver the missing items// informed ROP// issue solved  

In case the customer unreachable:

Left Pickup:

Now I have called the customer and he is unreachable

So I called the rider and he is on his way back to the restaurant to get the missing items

and he will be at the restaurant with the minimum time ever 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP       // said that the rider left some items (      )// checked hurrier // rider is (Picked-up // Left-pickup) // called CST and informed him to wait for the redelivery//CST no answer // called rider to return tot the RST and redeliver the missing items //(Rider agreed // Rider refused and assigned another rider for redelivery)// informed ROP// issue solved   

Near drop-off:

now I have called the customer and he is unreachable 

So I've assigned a new rider for you now

and he will be at the restaurant with the minimum time ever 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP       // said that the rider left some items (      )// checked hurrier // rider is near drop-off // called CST and informed him to wait for the redelivery//CST agreed// assigned a new rider to redeliver the missing items // informed ROP// issue solved

CST refused and wants partial refund in All cases:

online orders:

I'm really sorry but the customer will not be able to wait for the redelivery

so I'll make a slight edit for him with the price of the order 

and now I refunded the customer with the value of (      ) for the missing item

and the new total amount will be (          )

and I really hope this not happen with you again 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP       // said that the rider left some items (      )// checked hurrier // rider is (completed //Near drop-off // left-pickup // picked-up) // called CST and informed him to wait for the redelivery//CST refused and wanted the money of the missing item//refunded the CST with the amount (       ) for the missing item//and the new total amount is(           )// informed ROP &  CST// informed ROP// issue solved  

Cash orders:

I'm really sorry but the customer will not be able to wait for the redelivery

so I'll make a slight edit for him with the price of the order 

and Edited the amount of the order to be that I decreased the total amount by (         )

and the new total amount will be (          )

and I really hope this not happen with you again 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP       // said that the rider left some items (      )// checked hurrier // rider is (completed //Near drop-off // left-pickup // picked-up) // called CST and informed him to wait for the redelivery//CST refused and wanted the money of the missing item//modified the amount (       ) for the missing item//and the new total amount is(             )// informed ROP &  CST// issue solved  

Notes:

• In case of modifications; we MUST confirm the new total amount after modification with the customer and the vendor.

• In case the customer is unreachable: we will proceed with the next step considering the customer as (agreed to wait):

  • in case of left pick, we will call the rider to ask him to go back.

  • in case of near drop-off, we will take the re-delivery action.

• If the order is completed, check if the chat team is working on the case;

  • If yes, leave a clear comment and close the task.

• If No, Follow the Redelivery Request Process

Contact Drivers:

• (Missing Item) Live order inquiries by the restaurant --> Delivery inquiries --> Rider left some items
  (Wrong Item) Live order inquiries by the restaurant --> Issue with the Order --> Order information missing

Cancellation Reason:

• Missing / Wrong order.

Contact Drivers:

• Live order inquiries by the restaurant --> Delivery inquiries --> Customer unreachable

(((((TGO Order))))

I know you are annoyed because of this

but Let me help you for now

So why do you want to reach the customer? 

................

Okay I know your time is very valuable so let me try to contact the customer right now and I hope he answers

Can you please give me 2 to 3 minutes maximum to try to reach the for you?

Thanks for waiting till now I know I was late but I was trying to reach him

((((CUSTOMER ANSWERED))))

Now I've called the customer for you several times

But he finally answered 

I Told him that you will call him right now and he is waiting for your call now.

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP        // ROP says CST unreachable // reason (          ) // called CST // CST reachable // informed CST with the reason the ROP wants to call him for // informed ROP that the CST is waiting for his call // issue solved 

((((CUSTOMER ANSWERED on Alternative number))))

Now I've called the customer for you several times

But he finally answered but on a different number 

I asked him If I can give the other number to you and he agreed.

So this is his number (               )you can now reach him on.

And I'll also send his number to the rider to make sure the order will be completed.

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with .

ROP        // ROP says CST unreachable // reason (          ) // called CST // CST reachable on alternative number  // informed CST that ROP will call //informed ROP with the alternative number of the CST // sent the number to the rider using special instructions //issue solved 

((((CUSTOMER didn't ANSWER))))

I already called the customer but unluckily he didn't respond

I will send an email and SMS from my side to the customer informing him that we tried to reach him but no answer is received

then within 10 minutes i will try again to call him, In case he responded or not i will call you before taking any actions on order

don't worry i will follow her up till he responds

But could you give me your number to call you ? 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP:             \\RST wants to reach CST \\reason :           \\called cst\\no respond\\ Unreachable SMS sent\\Unreachable Mail sent \\pending// call ROP on (             )Case NO

called cst again\\still no respond\\called rest again\\rop          \\order will be cancelled\\no refund

(((((((((TMP Order)))))))))

I know you are annoyed because of this

but Let me help you for now

So why do you want to reach the customer? 

................

Okay I know your time is very valuable so let me try to contact the customer right now and I hope he answers

Can you please give me 2 to 3 minutes maximum to try to reach the for you?

Thanks for waiting till now I know I was late but I was trying to reach him

((((CUSTOMER ANSWERED))))

Now I've called the customer for you several times

But he finally answered 

I Told him that you will call him right now and he is waiting for your call now.

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP        // ROP says CST unreachable // reason (          ) // called CST // CST reachable // informed CST with the reason the ROP wants to call him for // informed ROP that the CST is waiting for his call // issue solved 

((((CUSTOMER ANSWERED on Alternative number))))

Now I've called the customer for you several times

But he finally answered but on a different number 

I asked him If I can give the other number to you and he agreed.

So this is his number (               )you can now reach him on.

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with .

ROP        // ROP says CST unreachable // reason (          ) // called CST // CST reachable on alternative number  // informed CST that ROP will call //informed ROP with the alternative number of the CST // issue solved 

((((CUSTOMER didn't ANSWER))))

I already called the customer but unluckily he didn't respond

I will send an email and SMS from my side to the customer informing him that we tried to reach him but no answer is received

then within 10 minutes i will try again to call him, In case he responded or not i will call you before taking any actions on order

don't worry i will follow her up till he responds

But could you give me your number to call you ? 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP:             \\RST wants to reach CST \\reason :             \\called cst\\no respond\\Unreachable  SMS sent\\ Unreachable  Mail sent \\pending// call ROP on (             )Case NO

called cst again\\still no respond\\called rest again\\rop          \\order will be cancelled\\no refund

Unreachable for 2nd assign

I've tried to reach the customer now but he still unreachable for now 

And I'm sorry to inform you that we will cancel the order 

So I'll cancel the order for you now 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

ROP:             \\RST wants to reach CST \\reason :            \\cst unreachable\\called cst\\no respond\\2nd trial // cancel the order for him 

Okay so you are now saying there is an issue in the prices

and to make it clear

the issue is (         )

So I'll need to ask you now 

we are very sorry for such a problem that you faced 

can you proceed with the order with this amount ?

ROP Accepted to procced with the same amount:

Okay so that is great 

I really appreciate this from you 

but I need to confirm with you that you need to modify the prices using the vendor portal.

and hope this issue is not repeated again 

Is there anything else I can have the pleasure of helping you with?

ROP       // asked said there was an issue in the price of the item (       )// and said the new total amount should be (        ) // asked the ROP to deliver the order as it is because it is the price in the Talabat application menu // ROP agreed //informed ROP to edit the prices on the device  // issue solved no action taken //

ROP wanted to cancel the order:

Okay I'm really sorry we had to reach that option

But I'll help you with what you want 

I'll call the customer and inform him that there is a change in the price and the restaurant cannot deliver with the current price

and I'll cancel the order for you 

Can you please spare a few minutes to call the customer and confirm with him to cancel the order?

.........

Thank you for waiting for this long 

Now I've called the customer and he accepted to cancel the order 

and I apologized to him for you.

but I need to confirm with you that you need to modify the prices using the vendor portal.

and hope this issue is not repeated again 

Is there anything else I can have the pleasure of helping you with?

ROP       // asked said there was an issue in the price of the item (       )// and said the new total amount should be (        ) // asked the ROP to deliver the order as it is because it is the price in the Talabat application menu // ROP refused and wanted to cancel this order// called the CST to confirm cancellation // CST confirmed // cancelled order //informed ROP to edit the prices on the device // ROP informed // issue solved 

ROP wanted to modify:

(((TGO- Cash)))

SO you want to modify the amount

and I will help you with that 

So to help you I want to inform you that the customer paid with Cash 

And now I'll call the customer and modify the amount with him now 

and I'll inform you with the feedback

and Can you please spare a few minutes to the customer and modify the order  for you ?

.........

Thank you for waiting for this long 

I have contacted the customer and agreed to modify the order

and now the new total amount will be (         )

Is there anything else I can have the pleasure of helping you with?

 CST agreed to Edit:

ROP       // asked said there was an issue in the price of the item (       )// and said the new total amount should be (        ) // asked the ROP to deliver the order as it is because it is the price in the Talabat application menu // ROP refused and wanted to edit order amount from (    ) to (       )//called the CST to confirm Edit // CST confirmed // cancelled order //informed ROP to edit the prices on the device // ROP informed // issue solved 

CST not agreed to Edit:

ROP       // asked said there was an issue in the price of the item (       )// and said the new total amount should be (        ) // asked the ROP to deliver the order as it is because it is the price in the Talabat application menu // ROP refused and wanted to edit order amount from (    ) to (       )//called the CST to confirm Edit // CST not confirm// cancelled order //informed ROP to edit the prices on the device // ROP informed // issue solved 

(((TGO- Online)))

SO you want to modify the amount

and I will help you with that 

Decreasing amount:

So to help you I want to inform you that the customer paid with Credit

And now I'll call the customer and modify the amount with him now 

and I'll inform you with the feedback

and Can you please spare a few minutes to the customer and modify the order  for you ?

.........

Thank you for waiting for this long 

I have contacted the customer and agreed to modify the order

and now the new total amount will be (         )

and  I will send the case to the concerned team now

So, the customer is waiting for the order with the agreed with the new amount and the customer will be refunded with the difference  (       ), and the new total amount should be (          )

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

Issue: issue in the price of the item (     ) //ROP said the new order amoutn will be (        ) and the CST agreed to it  

ROP name:

Order status on Hurrier: 

Rider Name:

Customer feedback: The CST wants the refund on talabat credit 

Resolution/final outcome: Send case to Refund and Validation 

Required action: Please refund the customer with the amount (       )

Is there anything else I can have the pleasure of helping you with?

ROP       // asked said there was an issue in the price of the item (       )// and said the new total amount should be (        ) // asked the ROP to deliver the order as it is because it is the price in the Talabat application menu // ROP refused and wanted to edit order amount from (    ) to (       )//called the CST to confirm Edit // CST confirmed //CST paid in credit // send case to R&V to refund CST with (          ) Case number (            )//informed ROP to edit the prices on the device // issue solved 

Increasing amount:

So to help you I want to inform you that the customer paid with Credit

And now since the customer has an online payment method so will not be able to modify the price 

I'm really for this situation and I hope it is not repeated again

and Now I'll call the customer that we will cancel the order 

and I will advise him to order again after you edit the prices on the application

and Can you please spare a few minutes to call the customer check that for you ?

.........

Thank you for waiting for this long 

So now I've contacted the customer and confirmed the cancellation with him 

and I hope I helped you with this case 

Your satisfaction is my prime goal, I hope you are satisfied with my service, and let me know if there is any thing that I can help you with.

CST not agreed to Edit:

ROP       // asked said there was an issue in the price of the item (       )// and said the new total amount should be (        ) // asked the ROP to deliver the order as it is because it is the price in the Talabat application menu // ROP refused and wanted to edit order amount from (    ) to (       )//informed ROP that the payment is credit and we cannot increase the amount // called CST to cancel the order // reason is confirmed and cancelled the order //  informed ROP to edit the prices on the device // issue solved 

Contact Drivers:

(even if we followed the modification or the cancellation process)

• Content update --> Menu update - Minor --> Prices change

CancellationReasons:

Customer mistake (Extra charges in special request): Order modification not possible or extra charge.

Vendor Mistake: Difference in order amount

Note:

• For unreachable customers, keep the task pending for 10 min.

• We MUST confirm the new total amount after modification with the customer and the vendor.

Okay so you are saying there is a duplicate order

I'll contact the customer to confirm if he needs the second order or not

And if he don't want it and placed it by mistake I'll cancel it for you right now.

Can you please give me 2 to 3 minutes maximum to check that for you?

Thanks for your patience and I apologize for the delay.

Order is placed by mistake:

I've called the customer and confirmed with him that this order was placed by mistake

and I'll cancel it right now for you

Is there anything else I can have the pleasure of helping you with?

ROP       // wanted to cancel order as duplicate order// checked the system // there is a duplicate order // called cst to confirm cancellation// canceled order// informed cst with the sla // informed ROP 

Order isn't placed by mistake and CST wants it:

I've called the customer and confirmed with him that he wants both orders now 

and now you can start to prepare both orders for the delivery

Is there anything else I can have the pleasure of helping you with?

ROP       // wanted to cancel order as duplicate order// checked the system // there is a duplicate order // called cst to confirm cancellation// CST wants both orders // informed ROP // issue solved 

Contact Drivers:

 Callback Requested  

Okay so I can help you here

and if you want someone to talk to

I can give you the number of the restaurant support

which way you preferer?

 Rop asked for call back\\tried to help him but he refused\\PS num provided

***************Important note ***************

• If the vendor asked to call them and left the chat, we should initiate a call to them to check their inquiry.

If the order is not showing on Hurrier, Cancel the order as (Technical Issue)

Okay so you are saying this order is IN progress and didn't arrive yet 

and I'm here to help you now 

and make sure this issue will be solved as soon as possible 

The Rider is (Dispatched - Courier notified )

So now I've checked the system and I can see the rider is not yet near your restaurant 

and I can assure you that when the rider come near the restaurant this issue will be solved 

Is there anything else I can have the pleasure of helping you with?

ROP         // complained the order is in progress till now //checked the system // order is (          )  informed when the rider come near the RST issue will be solved and the order will come to him//issue solved 

The Rider is (Near Pickup )

So now I've checked the system and I can see the rider is Near your restaurant 

So now I can help you now 

so now I will Edit the delivery time on system and will send the order to you now 

Can you please give me 2 to 3 minutes maximum to check the system for you?

...

Thanks for your patience and I apologize for the delay.

Now I've checked the system and now it is done 

and I hope you received the order now 

I really hope my help made something good in your day 

Is there anything else I can have the pleasure of helping you with?

ROP          // complained the order is in progress till now //order is near pickup// informed ROP that I will send the order to him // used the Edit button to resend the order to Vendor // informed ROP // issue solved 

Contact Driver:

 ------> 

Okay so I will help you now.

but can you please check if you have any pending orders?

IF he is having a pending order:

Can you please accept the pending orders as to make sure we deliver these orders on time?

and if you cannot I want to inform you that someone will contact you for the pending orders

If they cannot Accept it:

That is Okay and I want to inform you that someone will contact you because of the pending orders.

((((Technical STEPS))))

So in order to make sure we fix this issue go with this steps with me:

can you please check the internet connection

in case issue not solved please try to restart the portal

after restarting can you till me if the issue is solved or not?

If the issue is solved :

so that is great I hope I helped you in this 

We are always here to help you and hope this issue not repeat again 

Would you like me to assist you with anything else ?

ROP             reported technical issue//Issue                  //ROP (Has pending orders(Can accept // cannot accept) - No Pending orders )//asked rop to check connection then restart device // issue  solved

Issue is not solved:

 if issue not solved yet I will help you by sending a case to the concerned team

The concerned is handling technical issues and provide trainings over phone to the vendors 

They will contact you over phone within 24 hours 

So I'll send the case now for you 

but can you tell me first the device type is it (Godroid OR Vendor Portal )?

Also I want a number to reach you on please.

can you please spare a few minutes till I send this case ?

....

Thanks for waiting this time I really appreciate it.

Now I've sent the case to the concerned team 

and as I told you They will contact you within 24 hours

and if the issue is not solved till now I'll have to put the restaurant status as busy till the issue is fixed 

So how much time do you need to make this issue fixed ?

Okay so now the restaurant is now busy for (         )

Would you like me to assist you with anything else ?

 To send the case Set the status to NEW

ROP name: (     )

Device Type: (Godroid     -     Vendor Portal)

Issue:

Phone number to call on:

Order ID (          )

Resolution/final outcome: told rop that we will send case to concerned team and they will contact him within 24 hours

Required action: call the ROP and give him the session to how he solve the issue to solve the issue 

ROP             reported technical issue//Issue                  //ROP (Has pending orders(Can accept // cannot accept and informed someone will contact them) - No Pending orders )//asked rop to check connection then restart device if issue not solved//device type (    ) // ROP number (          )// send case to Talabat vendor support full resolution // case number (     ) //Set RST on Busy for (      )// the issue is solved  

If there  is a case sent and no resolved don't send the case to The team

Printer Issues:

Okay so I will help you now.

so to make sure that the issue is solved 

can you please turn the Bluetooth Off 

and if the issue is not resolved so you can use the Vendor portal for order details

 Would you like me to assist you with anything else ?

Solved 

ROP             reported technical issue in the printer //Issue                  // informed ROP that he should turn off the bluetooth // issue is solved //

Not Solved 

ROP             reported technical issue in the printer //Issue                  // informed ROP that he should turn off the bluetooth // issue is not solved //informed ROP that he should use the VP for the order details//

Rider at Pick-Up Location 

Okay I'm really sorry for that 

And make sure I'll help you right now 

Now I'll call the rider and try to fix this issue for you right now 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting till now I know I was late 

Rider Answered and issue resolved 

Now I've contacted the rider now 

and he will pay from his money right now to fix this issue and I'm really sorry for the delay

So I hope now the issue is fixed  

Is there anything else I can have the pleasure of helping you with?

ROP        // said the rider don't have enough money to pay for the order // called rider // answered // he will pay from his own money // informed ROP // issue solved

Rider Answered and issue Not resolved 

Now I've contacted the rider now 

and he have no money to pay for the order 

So now I'll assign another rider for you and this rider is set to a break to the end of the day 

So I hope now the issue is fixed  

Is there anything else I can have the pleasure of helping you with?

ROP        // said the rider don't have enough money to pay for the order // called rider // answered // he will not pay from his own money // Set rider break till end of shift // Redispatched order to another rider // informed ROP // issue solved

Rider Not Answered 

Now I've contacted the rider now 

and he is not answering  

So now I'll assign another rider for you and this rider is set to a break to the end of the day 

So I hope now the issue is fixed  

Is there anything else I can have the pleasure of helping you with?

ROP        // said the rider don't have enough money to pay for the order // called rider //Not  answered // Set rider break till end of shift // Redispatches order to another rider // informed ROP // issue solved

Rider Left Pick-Up Location 

Okay I'm really sorry for that 

And make sure I'll help you right now 

Now I'll call the rider and try to fix this issue for you right now 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting till now I know I was late 

Rider Answered 

Now I've contacted the rider now 

and informed the rider that you are waiting for him now 

So I hope now the issue is fixed  

Is there anything else I can have the pleasure of helping you with?

ROP        // said the rider don't have enough money to pay for the order and left without paying for order // called rider // answered // he will go to the RST to pay for order // informed ROP // issue solved

Rider Not Answered 

Now I've contacted the rider now 

and he is not answering  

But no need to be worried 

be assured that the rider will be back to the restaurant after he deliver this order 

Or Maximum after the end of his shift 

So I hope now the issue is fixed  

Is there anything else I can have the pleasure of helping you with?

ROP        // said the rider don't have enough money to pay for the order // called rider //Not  answered // Set rider break till end of shift // Redispatches order to another rider // informed ROP // issue solved

Contact Drivers:

• Live order inquiries by the restaurant --> Issue with the Order --> Order information missing

Cancellation Reasons:

BOA: Missing / Wrong order

Hurrier: Wrong Items Delivered.

Rider (Picked up / Left / Near drop-off )

No worries, your request will be done better than you may demand

Okay So now I'll call the rider to return the order and inform you with the output 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting till now I know I was late 

Rider Answered and agreed to return

Now I've called  the rider and he accepted to return to the order 

so now I've put the rider on a break to return the order and take the right one

and also I'll inform the customer with the delay 

to make sure he will wait for the order

Is there anything else I can have the pleasure of helping you with?

ROP        // Reports that the rider collected the wrong order and left// called rider // answered // he accepted to return // informed ROP //set the rider on a TMP break for (      ) //send delay SMS // issue solved

Rider Answered and Not agreed to return

Now I've called  the rider and he refused to return to the order 

So I'll put him on a break till the end of the day 

and informed him to return the order to the restaurant

and also I'll assign a new rider to deliver the order to the customer 

So make sure that this rider will return the order and also another one will come to take the right order to the customer

and also I'll inform the customer with the delay 

to make sure he will wait for the order

Is there anything else I can have the pleasure of helping you with?

ROP        // Reports that the rider collected the wrong order and left// called rider // answered // he not accept to return// informed Rider to return the order to the RST //put rider on a break till the end of shift //dispatched the order to another rider // informed ROP that the rider will return the order and another rider will come to deliver the correct order //send delay SMS // issue solved

Rider not answered

Now I've called  the rider and he Not answered and this is not acceptable 

So I'll put him on a break till the end of the day 

and also I'll assign a new rider to deliver the order to the customer 

and I will report the rider as he is unreachable to the concerned team right now 

So make sure that this rider will return the order and also another one will come to take the right order to the customer

and also I'll inform the customer with the delay 

to make sure he will wait for the order

Is there anything else I can have the pleasure of helping you with?

Issue: order is cancelled and the rider didn't bring back the order to the RST

ROP name:

Order status on Hurrier: cancelled 

Rider Name:

Resolution/final outcome: told rop that we will send case to concerned team

Required action: Report the rider // bring back the order to RST 

ROP        // Reports that the rider collected the wrong order and left// called rider // Not answered //put rider on a break till the end of shift //dispatched the order to another rider // informed ROP that the rider not answer and was reported to return the order to RST and another rider will come to deliver the correct order //send delay SMS // issue solved

Rider (Completed )

some one is working on it 

I want to inform you now that some one is working on this case from the chat team

and they will handle this case for you now 

make sure that they will fix this case as soon as possible

Is there anything else I can have the pleasure of helping you with?

ROP        // Reports that the rider collected the wrong order and left and delivered the order to CST // someone is working on the case // informed ROP they will handle the case // issue is solved 

No one is working on it:

I want to inform you that I really care for your order 

So I'll call the customer now to make sure that when the order return to you it will be in good condition

Can you please give me 2 to 3 minutes maximum to call the customer for you?

Thanks for waiting I know I took a lot of time.

****No answer // Order is consumed****

Now I've contacted the customer and (Order is now consumed  -   He is now answering)

So now I've informed  

and now we cannot get the order back to you as it is consumed 

I really with this not be repeated with you again 

Is there anything else I can have the pleasure of helping you with?

ROP        // Reports that the rider collected the wrong order and left and delivered the order to CST // called CST // (Not answered - answered but consumed order)// .............

NOT FINISHED 

****Order is Not consumed****((((Write in the dispatcher notes + BOA))))

Now I've contacted the customer 

and  the order is still in good condition now 

and now I've assigned another rider to get back the order from the customer 

and also I sent to the rider an instruction that it is a wrong order with a return order request 

and the order will be back as soon as possible

I really wish this not be repeated with you again 

Is there anything else I can have the pleasure of helping you with?

((((Write in the dispatcher notes + BOA))))

ROP        // Reports that the rider collected the wrong order and left and delivered the order to CST // called CST // answered and Agreed to wait  //assigned another rider to the order // informed ROP that the rider will come to take the correct order and send it to the CST then return the wrong order to the RST// send a note in the special instruction (           )// informed ROP // issue is solved 

Special instruction to the rider:

wants redelivery 

ROP wants the wrong order back to the RST so go to the RST and take the correct order and deliver it and take the wrong order from CST and return it to RST  

don't want order back

ROP don't want the wrong order back to the RST so go to the RST and take the correct order and deliver it to CST 

Note:

• If the vendor is refusing to deliver the correct order unless returning the wrong one, inform them that we need to save the order as this is not the customer mistake and we don't have any other option, unless they requested cancellation.

Contact Drivers:

Partner Feedback --> Negative partner feedback --> Rider related

I'm here to help of course, and I will do what you want in this order

and make sure that I'm here to help you now 

so Can you tell me what happened with the rider to make sure the I solve the issue for you ?

Order Is Picked up:

So now I will help you as this is not acceptable 

and Make sure that the rider will be reported for that and he will take the right action for this 

and I'm really sorry for that 

Now I'm sending the case to the concerned team and they will report this rider 

And I hope this issue is not repeated again 

Can you please give me 2 to 3 minutes maximum to send the case for you?

...

Thanks for waiting till now I know I was late 

Issue: ROP reported and issue with the Rider and this issue is (         )

ROP name:

Order status on Hurrier: 

Rider Name:

Resolution/final outcome: told rop that we will send case to concerned team to report him

Required action: Report the rider Negative feedback and the rider picked up the order 

so Now I've sent the  case to the concerned team to report the rider 

and I told them what happened 

and told them that there is a negative feedback from the rider and he picked up the order

Is there anything else I can have the pleasure of helping you with?

ROP        // Reports Negative feedback from the rider // order is Picked up and the rider has the order //send the case to TB any number (         ) to report the rider(Negative feedback from rider and he has the order) // informed ROP //issue is solved

Order Is Not Picked up:

So now I will help you as this is not acceptable 

and Make sure that the rider will be reported for that and he will take the right action for this 

and I'm really sorry for that 

And I hope this issue is not repeated again 

but to save this order and avoid it is cancelled can you give the order to the rider to complete the delivery ?

ROP accepted:

So now I really appreciate your interest your will to save the order

so now I'll set the rider on a break till the end of the shift 

Now I'm sending the case to the concerned team and they will report this rider to make sure this issue not happen again

Can you please give me 2 to 3 minutes maximum to send the case for you?

...

Thanks for waiting till now I know I was late 

Issue: ROP reported and issue with the Rider and this issue is (         )

ROP name:

Order status on Hurrier: 

Rider Name:

Resolution/final outcome: told rop that we will send case to concerned team to report him

Required action: Report the rider Negative feedback and the rider picked up the order 

so Now I've sent the  case to the concerned team to report the rider 

and I told them what happened 

and told them that there is a negative feedback from the rider and asked them to report the rider

Is there anything else I can have the pleasure of helping you with?

ROP        // Reports Negative feedback from the rider // order is not Picked up //asked the ROP if he can give the order to the rider to save the order // ROP accepted // send the case to TB any number (         ) to report the rider(report the rider) // informed ROP //issue is solved

ROP Refused:

Okay I'm sorry for what happened 

so now I'll set the rider on a break till the end of the shift 

and also I'll assign another rider for you right now to make sure the order will arrive at the customer without any delay

Now I'm sending the case to the concerned team and they will report this rider to make sure this issue not happen again

Can you please give me 2 to 3 minutes maximum to send the case and another rider for you?

...

Thanks for waiting till now I know I was late 

Issue: ROP reported and issue with the Rider and this issue is (         )

ROP name:

Order status on Hurrier: 

Rider Name:

Resolution/final outcome: told rop that we will send case to concerned team to report him

Required action: Report the rider Negative feedback and the rider picked up the order 

so Now I've sent the  case to the concerned team to report the rider 

and also assign another rider for you 

and told them that there is a negative feedback from the rider and asked them to report the rider

Is there anything else I can have the pleasure of helping you with?

ROP        // Reports Negative feedback from the rider // order is not Picked up //asked the ROP if he can give the order to the rider to save the order // ROP refused // send the case to TB any number (         ) to report the rider(report the rider) //dispatched the order to another rider // informed ROP //issue is solved

Contact Drivers:

• Based on the main inquiry.

• Cancellation Reason: Courier Accident

I'm here to help of course, and I will do what you want in this order

and make sure that I'm here to help you now 

So now the rider has made an accident is that right ?

Order Is Picked up:

Okay I'll help you now 

but the order is now picked up 

so I'll call the rider now and inform him to contact the dispatcher team 

and they will handle this case 

and if there is any issue they will contact you if needed  

and for any delay I'll inform the customer with what happened to avoid any cancellation from the customer because of the delay

Is there anything else I can have the pleasure of helping you with?

Send DELAY or ON THE WAY if committed time passed

ROP        // Reports rider has an accident // order is Picked up and the rider has the order //informed ROP that I will call the rider and inform him to contact the dispatcher team and if needed they will contact you // issue is solved 

Order Is Not Picked up:

Okay I'll help you now 

but the order is now still at the restaurant 

so now I'll call the rider to inform him to contact the concerned team 

and also I'll but him on break till the end of shift 

and also I'll assign another rider for you now 

and for any delay I'll inform the customer with what happened to avoid any cancellation from the customer because of the delay

Is there anything else I can have the pleasure of helping you with?

Send DELAY or ON THE WAY if committed time passed

ROP        // Reports rider has an accident // order is not  Picked up //informed ROP that I will put the rider on a break till the end of the shift and will assign another rider for him // called rider // informed him to contact the fresh chat // issue is solved 

SMS Sent to the CST 

So you are saying now that the rider is refusing to accept this order 

can you tell me the reason he is not accepting the order ?

So now upon this reason I'll call the rider now and check with him this reason right away 

And if he is having an Issue I'll assign another rider for you right now 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting I was just trying to reach the rider 

((((rider answered Valid reason + rider not answered ROP Valid reason)))) 

So now I'll assign a new rider for you 

to make sure the order arrive at the CST without any delay

and the new rider will arrive at the restaurant as soon as possible 

Is there anything else I can have the pleasure of helping you with?

Take the redispatch action on hurrier

Comments :

(((answered)))

ROP       // is saying the rider is refusing to deliver the order due to an issue // Issue (     ) // called the rider // he answered // valid reason // took the redispatch action // informed ROP 

(((Not answered)))

ROP       // is saying the rider is refusing to deliver the order for an issue // issue (       ) // called the rider // no answer // ROP has valid reason // took the redispatch action // informed ROP 

((((rider answered  NO Valid reason and ACCEPTED to deliver the order)))) 

I've called the rider right now and there is an issue but this issue appears that it will not affect the order 

so while on call I agreed with the rider to come and collect the order 

and the rider will be at the restaurant as soon as possible 

Is there anything else I can have the pleasure of helping you with?

ROP       // ROP is saying the rider is refusing to deliver the order as he got an issue (       )// called the rider // he answered //rider has no valid reason  // Asked rider if he can deliver the order // Rider accepted // informed ROP // issue solved 

((((rider answered  NO Valid reason and REFUSED to deliver the order - ROP NO valid reason )))) 

I've called the rider right now and there is an issue but this issue appears that it will affect the order

So in order to avoid any lateness I will assign another rider for you to deliver the order 

and also will Set the rider till the end of his shift to make sure this issue is not repeated again 

and also will send a report to the concerned team as the rider has an issue 

and make sure I will inform the customer if there is any delay 

Is there anything else I can have the pleasure of helping you with?

ROP       // is saying the rider is refusing to deliver the order as he got an issue (       )// called the rider // he (answered has no valid reason and refused to deliver - not answered and the ROP has no valid reason)// assigned another rider for the order// rider on a break till end of shift//send case to TB ANY num (            ) to report the rider //informed ROP // issue solved  

Issue: The order is ready at the RST and the rider is (Not answering  and ROP says invalid reason -   answered and will not deliver the order ) and the rider is late and ROP is saying he is refusing to accept the order 

ROP name:

Order status on Hurrier: 

Rider Name:

Resolution/final outcome: told rop that we will send case to concerned team

Required action: Please Report this rider 

Contact Drivers:

• Partner Feedback --> Negative partner feedback --> Rider related

Valid and invalid reasons:

• Valid Reasons (these are the only 2 valid reasons):

  • Rider has a vehicle issue or accident.

  • Rider is assigned to 2 orders and this is the 3rd order (based on Hurrier).

• Invalid Reasons (any other reason rather than the above):

  • Rider is complaining that the restaurant/customer is far.

  • Rider has an equipment issue.

  • Rider is not vaccinated.

  • Rider has a personal issue.

  • Other

Rider is assigned before (Accepted - Picked up - Near Pickup)

Okay so you are saying that as wrong rider already took the order and left and now there is a rider asking for it 

So make sure I'll help you now 

and I can see now that there were riders assigned to this order before and I will make them calls to make sure they have the order 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting I was just trying to reach the rider 

REACHED the rider with the order:

Okay so now I've reached the rider which have the order now 

and I'll assign this rider to the order right now to make sure he will deliver the order to the customer 

and make sure I will inform the customer if there is any delay 

Is there anything else I can have the pleasure of helping you with?

ROP       //  saying rider took the order and left and another rider arrived and wants the order again // another riders assigned to this order //called all the riders// reached the rider have the order // name of rider (          )// assigned him to the order  manually //informed ROP // issue is solved 

Rider(s) assigned to this order is unreachable // NO Riders assigned to this order before:

So I couldn't reach the riders now

So I have to ask you if you have any data for the rider who took the order now   

((((YES, They have))))

 Okay Now I'll call this rider now and see why he took the order and not assigned on the system

and make sure I will do my best to help you now 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting I was just trying to reach the rider 

Okay so now I've reached the rider which have the order now 

and I'll assign this rider to the order right now to make sure he will deliver the order to the customer 

and make sure I will inform the customer if there is any delay 

Is there anything else I can have the pleasure of helping you with?

ROP       // ROP  saying rider took the order and left and another rider arrived and wants the order again //another riders assigned to this order //called all the riders// Not reached the rider have the order// Asked ROP if they have the data of the rider took the order //ROP said YES they have his data // called the rider //He have the order //assigned him to the order  manually //informed ROP // issue is solved 

((((NO, They don't have))))

Okay don't worry I'll help you now even if (The Rider is not answering - you don't have his data)

Now I'll call the customer and make sure if they received the order or not 

Can you please give me another 2 to 3 minutes maximum to call the customer for you?

Thanks for waiting I was just trying to reach the customer 

((((Customer unreachable)))

So now I've tried to reach the customer now 

But I was unlucky with that 

So now I'll have to cancel the order as (Unprofessional behaviour from the rider)

And I hope this issue is not repeated with you again

Is there anything else I can have the pleasure of helping you with?

ROP       // ROP  saying rider took the order and left and another rider arrived and wants the order again //another riders assigned to this order //called all the riders// Not reached the rider have the order// Asked ROP if they have the data of the rider took the order //ROP said (YES they have his data and called the rider but (            )  - NO they Don't have any data )//Called CST and asked if they collected the order// CST is unreachable // cancelled order (Unprofessional behaviour from the rider) 

((((Customer answered and didn't receive))))

So now I've tried to reach the customer now 

but the customer said he didn't receive the order till now 

and as to make sure the customer receive the order and not make any issue with the customer 

I have to ask you to prepare the order again right now for the customer 

and I will assign another rider for you to deliver the order without any issues

If the ROP refused to prepare cancel it as (Vendor refused to prepare)

so Now I'm really sorry I'll have to cancel the order now as you will not prepare it again

and I'm sorry for what happened and hope it will not be repeated again with you

Is there anything else I can have the pleasure of helping you with?

ROP       // ROP  saying rider took the order and left and another rider arrived and wants the order again //another riders assigned to this order //called all the riders// Not reached the rider have the order// Asked ROP if they have the data of the rider took the order //ROP said (YES they have his data and called the rider but (            )  - NO they Don't have any data )//Called CST and asked if they collected the order// CST is answered but not receive the order // informed ROP to prepare the order again // ROP (Refused to prepare the order and cancelled order - Accepted to prepare the order and assigned another rider to deliver the order)

((((Customer answered and received the order))))

So now I've tried to reach the customer now 

and now he already received the order 

(((Cash Payment)))

STILL NOT UNDERSTAND IT 

(((Credit Payment)))

STILL NOT UNDERSTAND IT 

Contact Driver:

• Live order inquiries by the restaurant --> Issue with the Order --> Order picked by wrong rider

Okay so you now are saying that the Restaurant location changed

But can I ask you what is the new Location to call the rider and inform him with it?

Okay, Make sure that I will do what I can to help you right now 

can I have a mobile number to reach you on or give it to the rider? 

To make sure he arrives at the restaurant without any struggle 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting I was just trying to reach the rider 

(((RIDER ANSWERED and will proceed the order ))) 

Okay so now I've called the rider and informed him with the new address 

And to make sure there is no issue happens due to the address of the restaurant 

I've given the number of the restaurant to the rider and he will call you if he faced any issue 

and to make sure this is not repeated again I want to advise you to submit a ticket to coordination with the new address.

but I have to ask you if you want to set the restaurant Busy due to the address issue ?

Okay so I hope I helped you today

Is there anything else I can have the pleasure of helping you with?

ROP        // Said the Location of the restaurant is wrong and the rider cannot arrive till now // confirmed the right address with the ROP //called rider and informed him with the new address and gave him the ROP number to call if he have any issue // ROP informed and advised him to submit ticket to Coordination to avoid this issue again// asked ROP if they want to be set busy and they (Accepted - refused )//

(((RIDER ANSWERED and cannot arrive the address))) Cancel the order (Vendor Wrong Location )

Okay so now I've called the rider and informed him with the new address 

but the restaurant Location is not clear for the rider and they cannot arrive at the restaurant 

So we will have to cancel the order now

and I will call the customer and inform him with that 

and to make sure this is not repeated again I want to advise you to submit a ticket to coordination with the new address.

but I have to ask you if you want to set the restaurant Busy due to the address issue?

Okay so I hope I helped you today

Is there anything else I can have the pleasure of helping you with?

ROP        // Said the Location of the restaurant is wrong and the rider cannot arrive till now // confirmed the right address with the ROP //called rider and informed him with the new address and gave him the ROP number to call if he have any issue //Rider cannot arrive at the RST // will cancel the order //called CST to inform with the issue//ROP informed and advised him to submit ticket to Coordination to avoid this issue again// asked ROP if they want to be set busy and they (Accepted - refused )//

(((RIDER Not answer ))) Write the comment on the hurrier 

Okay so now I've called the rider and informed him with the new address 

But unlucky the rider is not answering so I sent him the New address on the mobile and he will be there soon

and to make sure this is not repeated again I want to advise you to submit a ticket to coordination with the new address.

but I have to ask you if you want to set the restaurant Busy due to the address issue ?

Okay so I hope I helped you today

Is there anything else I can have the pleasure of helping you with?

ROP        // Said the Location of the restaurant is wrong and the rider cannot arrive till now // confirmed the right address with the ROP //called rider //rider not answer // send new address to the rider on Special instructions //ROP informed and advised him to submit ticket to Coordination to avoid this issue again// asked ROP if they want to be set busy and they (Accepted - refused )//

Contact Driver:

• Partner data update --> Basic profile change --> Address change

Contact Driver:

Change preparation Time 

++++++++++++++++++++++++++++++++++++++++++++++++++++

Okay I'm here to help you 

but you are now saying that the order will be delayed  

but can you please tell me how much time do you need to prepare the order?

(((15 min or Less)))

So the requested time I see it will be (         )

so I hope everything will be Okay and you prepare the order with great food Quality as always

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to ask the CST for more time to Prepare the order // asked about the duration ROP need to prepare it // ROP said (      ) // no action taken// issue solved 

(((More Than 15 min)))

So the requested time I see it will be (         )

SO I will have to call the customer to confirm this modification 

Can you please give me 2 to 3 minutes maximum to call the rider for you?

Thanks for waiting I was just trying to reach the rider 

(((CST Unreachable)))

Okay now I've tried to reach the customer 

but I was unlucky with that but I'll help you now 

In order to give your time to prepare the order and make the most wonderful food as always 

So I'll put the rider on hold and will modify the Pickup time for you right now 

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to ask the CST for more time to Prepare the order // asked about the duration ROP need to prepare it // ROP said (      ) // Called CST to confirm // CST unreachable // Put Order on pending // Modified the delivery time from the EDIT // Comment wrote on BOA & Hurrier// issue solved 

(((CST Answered and Agreed to wait)))

Okay now I've tried to reach the customer 

and the customer answered and agreed to wait for this time  

And In order to give your time to prepare the order and make the most wonderful food as always 

So I'll put the rider on hold and will modify the Pickup time for you right now 

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to ask the CST for more time to Prepare the order // asked about the duration ROP need to prepare it // ROP said (      ) // Called CST to confirm // CST Answered and agreed to wait // Put Order on pending // Modified the delivery time from the EDIT // Comment wrote on BOA & Hurrier// issue solved 

(((CST Answered and Refused to wait)))

Okay now I've tried to reach the customer 

and the customer answered and Refused to wait for this time as he has his own reasons   

So now I'll have to cancel the order as it will be Late for the customer 

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to ask the CST for more time to Prepare the order // asked about the duration ROP need to prepare it // ROP said (      ) // Called CST to confirm // CST Answered and Refused to wait // informed ROP that we will cancel the order // issue solved 

Contact Drivers:

- Live order inquiries by the restaurant --> Issue with the Order --> Order information missing 

Script 

I'm here to help you 

First you are now saying that the customer already received the order and the order is cancelled right ?

((((Cash payment:))))

So to help you I want to inform you that the customer paid with Cash 

So now I'll call the customer and confirm with him that he already received the order 

and if he received the order I'll be more than happy to make the order successful

can you please Spare a few minutes till I call him and get back to you?

...

Thanks for your patience and I apologize for the delay.

CST answered and received :

I've tried to contact the customer now and the customer answered and confirmed he received the order 

so now I'll change the order status to successful

but I wanted to inform you that when I change it it will not reflect on the device 

but you can believe me for that  

and I want to inform you that I'm always here at your service 

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to change the order status to successful // Order Payment is (Cash)// called CST to confirm // CST answered and received the order // informed ROP with the feedback of the call // informed ROP that the order will be marked as successful on system but not on device //marked as successful// issue solved

CST No answer :

I've tried to contact the customer now and the customer not answered 

But I already believe you and hope you will be satisfied with what I'll do

so now I'll change the order status to successful

but I wanted to inform you that when I change it it will not reflect on the device 

but you can believe me for that 

and I want to inform you that I'm always here at your service 

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to change the order status to successful // Order Payment is (credit)// called CST to confirm // CST answered and received the order // informed ROP with the feedback of the call // informed ROP that the order will be marked as successful on system but not on device //marked as successful// issue solved

((((Credit payment:))))

So to help you I want to inform you that the customer paid with Credit 

Refunded on TC + Not Consumed:

so as I can see that after the cancellation the customer was refunded on Talabat Wallet

but the customer didn't consume the money 

So now I'll call the customer and confirm with him he received the order and not to consume this money refunded to him

and also I'll send the case to the concerned team to revert the amount 

and if he received the order I'll be more than happy to make the order successful 

can you please Spare a few minutes till I call him an get back to you ?

...

Thanks for your patience and I apologize for the delay.

I've tried to contact the customer now

And the customer now (answered and confirmed he received the order - not answered)  

So now I will send to the concerned team to return the amount to you 

Is there anything else I can have the pleasure of helping you with?

Issue: the ROP said the order is received by the CST and marked as successful // order is credit //confirmed the order is received by the CST // money is refunded on TC   

ROP name:  

Order status on Hurrier: cancelled 

Rider Name:   

customer feedback: the customer is now confirmed he received the order. 

Resolution/final outcome: send the case to Talabat Refund & Validation 

Required action: please revert the amount of money (     ) from the customer wallet//  

ROP        // wanted to change the order status to successful // Order Payment is (credit)// money refunded on TC // CST not consumed the amount //called CST // CST (answered and received the order - Not answer)//informed CST not to consume the amount // informed ROP with the feedback of the call //informed ROP that the order will be marked as successful on system but not on device //marked as successful//send case to Refund and validation case number (         )// issue solved

Refunded to bank // Customer consumed the amount :

so as I can see that after the cancellation the customer was refunded on ( Bank Account - Talabat Credit and  the customer consumed the amount refunded to him)

So now I'll call the customer and confirm with him he received the order and not

can you please Spare a few minutes till I call him an get back to you ?

...

Thanks for your patience and I apologize for the delay.

CST answered and received :

I've tried to contact the customer now

And asked the customer to place the order again now and Pay for it with online payment 

As the order amount cannot be reverted 

So he will now order again and when you get the same order amount with the same customer please don't prepare it and consider the money refunded to you

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to change the order status to successful // Order Payment is (credit) // the order is now refunded on (TC  and consumed     -     Bank account )//called CST to confirm if they Received order // CST answered // CST received the order // informed CST to place another order with the same amount // informed ROP not to prepare the next order with the same amount from the same CST // didn't cancel the order // no action taken    

CST answered and Not-received :

I've tried to contact the customer now

and the customer finally answered 

he said he didn't receive the order 

So I cannot help you with changing the order status to successful 

but I'm here to help you if you need anything else

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to change the order status to successful // Order Payment is (credit) // the order is now refunded on (TC  and consumed     -     Bank account )//called CST to confirm if they Received order // CST answered // CST said not received the order //informed ROP //  didn't change the order status // no action taken    

CST No answer :

I've tried to contact the customer now and the customer not answered

So I'm sorry I cannot mark it as successful right now 

so you can try to reach us again after a while 

Is there anything else I can have the pleasure of helping you with?

ROP        // wanted to change the order status to successful // Order Payment is (credit) // the order is now refunded on (TC  and consumed     -     Bank account )//called CST to confirm if they Received order // CST not answered//informed ROP that no change will happen in this order //  didn't change the order status // no action taken    

No need to be worried

You now want to cancel the order as the order is placed outside delivery hours 

So now I'll call the customer to inform him that I will cancel the order 

can you please Spare a few minutes till I call him an get back to you ?

Thanks for your patience and I apologize for the delay.

I want to inform you that I'll cancel the order right now for you 

as I called the customer and convinced her to cancel the order and she agreed 

and for this issue not to be repeated you can edit the opening hours using the vendor portal

Is there anything else I can have the pleasure of helping you with?

ROP                 // wanted to cancel the order as it is placed outside opening hours // called CST to cancel the order // CST agreed //informed CST with the SLA // cancelled order // informed ROP that he can edit the opening hours from the VP for this issue not happen again// issue solved

IF he is having a pending order:

Can you please accept the pending orders as to make sure we deliver these orders on time?

and if you cannot I want to inform you that someone will contact you for the pending orders

If they cannot Accept it:

That is Okay and I want to inform you that someone will contact you because of the pending orders.

((((Technical STEPS))))

So in order to make sure we fix this issue go with this steps with me:

can you please check the internet connection

in case issue not solved please try to restart the portal

after restarting can you till me if the issue is solved or not?

If the issue is solved :

so that is great I hope I helped you in this

We are always here to help you and hope this issue not repeat again

Would you like me to assist you with anything else ?

ROP                 // wanted to cancel the order as it is placed outside opening hours // called CST to cancel the order // CST agreed //informed CST with the SLA // cancelled order // informed ROP that he can edit the opening hours from the VP for this issue not happen again// ROP has a technical issue //ROP (Has pending orders(Can accept // cannot accept) - No Pending orders )//asked rop to check connection then restart device // issue solved

Issue is not solved:

if issue not solved yet I will help you by sending a case to the concerned team

The concerned is handling technical issues and provide trainings over phone to the vendors

They will contact you over phone within 24 hours

So I'll send the case now for you

but can you tell me first the device type is it (Godroid OR Vendor Portal )?

Also I want a number to reach you on please.

can you please spare a few minutes till I send this case ?

....

Thanks for waiting this time I really appreciate it.

Now I've sent the case to the concerned team

and as I told you They will contact you within 24 hours

and if the issue is not solved till now I'll have to put the restaurant status as busy till the issue is fixed

So how much time do you need to make this issue fixed ?

Okay so now the restaurant is now busy for (         )

Would you like me to assist you with anything else ?

To send the case Set the status to NEW

ROP name: (     )

Device Type: (Godroid     -     Vendor Portal)

Issue:

Phone number to call on:

Order ID (          )

Resolution/final outcome: told rop that we will send case to concerned team and they will contact him within 24 hours

Required action: call the ROP and give him the session to how he solve the issue to solve the issue

ROP                 // wanted to cancel the order as it is placed outside opening hours // called CST to cancel the order // CST agreed //informed CST with the SLA // cancelled order // informed ROP that he can edit the opening hours from the VP for this issue not happen again// ROP has a technical issue //ROP (Has pending orders(Can accept // cannot accept and informed someone will contact them) - No Pending orders )//asked rop to check connection then restart device if issue not solved//device type (    ) // ROP number (          )// send case to Talabat vendor support full resolution // case number (     ) //Set RST on Busy for (      )// the issue is solved 

If there  is a case sent and no resolved don't send the case to The team

ROP ask to cancel the as the order placed out side his delivery area

asks ROP to contact the coordination team to update delivery area 

script :

No need to be worried

You now want to cancel the order as the order is placed outside delivery area

So now I'll call the customer to inform him that I will cancel the order

can you please Spare a few minutes till I call him an get back to you ?

Thanks for your patience and I apologize for the delay.

i have called the customer and he answered / didn't answer

so i will cancel the order now

can you please submit ticket to coordination team to update your delivery area

comment:

ROP  // asks to cancel the order as the RST didn't deliver this area // call CST // CST reachable / unreachable // ask ROP to contact the coordination team to update his delivery area // action taken with cancellation as per ROP request 

After 1 min :

Thanks for getting in touch. Since we haven't heard from you or received any response, we are trying now to contact you by phone to provide the needed support 

If they answered script #2: "End Chat"

Thanks for answering our call. Please note that this chat session is going to end as agreed and will continue providing assistance over the phone 

ROP didn't mention his name // Sent script #1 // called OB // ROP (     ) answered //sent script #2 // 

if they not answered script #3: "End Chat"

Thanks for getting in touch. Since we haven't heard from you or received any response, this chat session is going to end. If you still need help, please do not hesitate to contact us. 

ROP didn't mention his name // Sent script #1 // called OB // ROP (     ) not answered //sent script #3 // no action taken