Issue Resolution 

Checkpoints 

1. Check “All Ticket Option” if there is any previous complaints or not. 

If customer has more than 3 complaints on same food related issues where customer received the vouchers then validate properly with relevant team, If issue is valid & has good order history then procced with solution as per SOP. If customer has less orders or issue seems not valid/intentional then procced with manager's approval. 

2. Check "Coupon sheet" if customer already got the same voucher or not. If found same, then add 1 taka with SOP wise amount. 

3. If there is duplicate issue found in “All ticket option” kindly check all the assigned tickets and read the issue, sometimes there is different issue in multiple complaints. If these complaint are assigned to different agents then transfer it to one person and solve all the issues in one call. 

4. If user doesn't agree with re-delivery and had similar issues earlier then proceed with manager's approval. 

5. If customer is DNP then call again on next day, If customer is still unavailable then call again on 3rd day using Zoiper & button phone, if we couldn't reach the customer, close the complaint issuing voucher for late delivery/Late cancellation/food related issues where we usually close with voucher.

6. If customer has 3 more complaints on late delivery/Late cancellation then customer should be received better compensation, so procced with manager's approval.  

7. Write IR note properly so that issue is understandable to another one.

8. For open ticket, check the relevant group properly , talk with the last assigned person for better insights/updates on the complaint.