High Priority Solution

📢 Process Update: Faster Complaint Resolution & High Priority Handling- 

Effective immediately, faster solutions will be ensured through this group. Please follow the instructions below carefully:

🔹 Inbound Team – Complaint Handling Process

From now on, any complaint that requires proper documentation (as per complaint policy), including all relevant pictures, must be shared directly in this group by the Inbound Team. Issues to be Shared in the “High Priority Solution” Group:

- Food quality issue

- Wrong item/ Wrong Ingredients

- Spilled food/ Package Damage

- Missing item/ Less Quantity

- Package leakage

- Not delivered - Customer wants Refund

-For all the above issues, Inbound Team must collect complete details from the customer and post them in the High Priority Solution group and must Log a complaint about complaint issue-

🗣️ Inbound Team Script: - https://docs.google.com/document/d/1gIKlMIcytuFqAy65uHRwUkn1_lgFuL32T9BDJEGrCGo/edit?tab=t.0

English -
Sir/Ma’am, we sincerely apologize for your unpleasant experience. We are forwarding this issue to our complaint team, and we hope they will communicate with you as soon as possible. Thank you for staying with Foodi.

Bangla-

স্যার/ম্যাম, আপনার খারাপ অভিজ্ঞতার জন্য আমরা আন্তরিকভাবে দুঃখিত। আপনার এই বিষয়টি আমাদের কমপ্লেইন্ট টিমের কাছে ফরওয়ার্ড করা হয়েছে। আশা করছি যত দ্রুত সম্ভব আপনার সাথে যোগাযোগ করবেন।foodi- র সাথে থাকার জন্য ধন্যবাদ।

🚫 Not Delivered (Customer Issue – Refund Requested)

If a customer contacts Inbound via call or live chat regarding a Not Delivered order and requests a refund:

Inbound Team Action:

- Clearly explain the reason for non-delivery (as visible in the system)

- Forward the issue to the concerned team

- Log a complaint along with the refund request

English Script:

Sir/Ma’am, I can see that your order was marked as not delivered due to this reason. Since you are requesting a refund, we are forwarding this issue to our concerned team and logging a complaint on your issue. If providing a refund is possible from our end, our concerned team will contact you accordingly. Thank you for staying with Foodi. Take care.

Bangla Script:

স্যার/ম্যাম, আমি দেখতে পাচ্ছি যে এই কারণের জন্য আপনার অর্ডারটি Not Delivered করা হয়েছে। যেহেতু আপনি রিফান্ড চাচ্ছেন, তাই আমরা বিষয়টি আমাদের কন্সার্ন টিমের কাছে ফরওয়ার্ড করছি এবং একই সাথে একটি কমপ্লেইন্ট লগ করে দিচ্ছি। যদি আমাদের পক্ষ থেকে রিফান্ড দেওয়া সম্ভব হয়, তাহলে আমাদের কন্সার্ন টিম আপনার সাথে যোগাযোগ করবে।
foodi - র সাথে থাকার জন্য ধন্যবাদ। ভালো থাকবেন।

🍽️ Restaurant-wise Solution Process

🔸 Fry Bucket Restaurant & BFC Restaurant-

- Missing item , food quality issues that solved by voucher will be shared in the group for alignment tagging nawazish bhai and outlet concerns.

- For item exchange or customer is not satisfied with voucher or any other critical issues will be shared in the group with invoice and details. They will solve the issues from their end.

📢High Priority Solution Agents – Responsibilities- 

- Verify whether a complaint is already logged

- If not logged → log the complaint first

Checkpoints:

- Whether the customer has raised the same issue multiple times

- Whether there is any potential fraud activity

- If fraud is suspected: Immediately inform Lead & Manager

- If no fraud is found: Resolve the issue immediate

Update:

- Input Manual Sheet - https://docs.google.com/spreadsheets/d/1R3LVmz7oi9S9OuClJp-asBeGXDkmARNb-e1JQm8T_fA/edit?gid=0#gid=0

- Input Coupon Sheet - https://docs.google.com/spreadsheets/d/1wsH8Ny6E_ix_1awiLFCCBC-ssfzkIh6Qn7j_MRf939I/edit?gid=2094163605#gid=2094163605