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Cancellation Process
1.During pick hours,(getting approval from managers) we won't call the customer for cancellation, after cancellation, customer will get the notification as is.
2.If rider informs us that item is not available then we will confirm with the restaurant but if restaurant is unreachable then no need to tag restaurant POC, just cancel the order based rider statement.
3.If the rider informs us that the restaurant is closed , then we will check the open-closing sheet, if the rider arrived at the restaurant before closing ( Shared closing Time + 15 mins), then we will ask the rider to share a closure pic of the restaurant. If the rider provides the pic, we will cancel the order without calling the restaurant under the restaurant issue. If the rider can't provide a pic then we will call the restaurant before cancellation.
4.If rider informs us that the restaurant is closed , then we will check the open-closing sheet, if rider arrives at restaurant after closing ( Shared closing Time + 15 mins), then we will cancel the order without calling the restaurant under rider issue.
5. Only for item not available - If the restaurant is unreachable, and CS agent accept the order. Then we won't tag restaurant POC from onwards and no need to wait for approval, just cancel the order then CS agent must write 'canceled' in the restaurant group and both the Restaurant POC and Amiya Da from the Content team.
- 1. Jei item ta unavailable thakbe setar alternative food or similar food ki ki ase jene niye customer er confirmation niye cart update kore diben pasha-pashi restaurant er onno branch e available ase kina restaurant theke jene niben ebong poke korben jei restaurant e customer order koreche oi restaurant jeno tader nearest outlet theke manage kore dey ebong jodi manage kore dite na pare tahole khub e kachakachi outlet e jodi theke thake tahole customer ke ask korben customer agree korle rider ke nearest branch e jete bolben ebong food properly delivery korte bolben. Tobe ekhetre rider jodi onno branch e jete deny kore tahole order ti cancel kore diben ebong in details e restaurant group e restaurant KAM ke tag diben.
2. Jei item ta unavailable thakbe seta koto somoy/ koto din er jonno unavailable thakbe ebong restaurant jodi janan, temporary unavailable tahole Cs agent janaben kindly apnader foodi tab theke item ta off kore rakhun.
3. Only for Tasty Treat - Jodi restaurant item off korte paren na or, tab issue or id-password vule geche tahole cs agent janaben, kindly apnader tasty treat er jei group ase sekhane inform korun ebong immidiate bondho rakhun. In the meantime, CS agent restaurant KAM ke tag diye details restaurant group e inform kore diben. r ekhetre immidiate item off rakhar jonno amiya dada ke tag diye off koriye niben.
6. If the restaurant is unreachable, and restaurant accept the order then follow these steps:
Tag the restaurant POC in the group.
Call the restaurant POC directly.
Wait for maximum of 5 minutes after tagging and calling.
If there is no response from the KAM within 5 minutes, then Cs will Cancel the order Directly.
7.Suspicious Timing – The restaurant appears closed during a time when it is supposed to be open. The restaurant has informed us that it will remain closed for that specific time or date, or certain items are permanently unavailable.
If anyone raises an issue in our cancellation group regarding a restaurant being closed or a change in the restaurant's timing (Suspicious Timing), you must first call the restaurant and verify the information properly before canceling the order.
Once the order is canceled, please write “Canceled” in the cancellation group and tag both the Restaurant POC and Amiya Da from the Content team to update the app status.
If the rider informs us, restaurant is closed due to suspicious timing, or the item is permanently closed, then CS must write 'canceled' in the restaurant group and tag both the Restaurant POC and Amiya Da from the Content team.
8. Electricity/Internet /gas or other internal Issues - Before cancelling the order , please inform KAM tagging Restaurant Issue Group and wait 5 mins for KAM responses, if required call the KAM once.
As per Rider, If restaurant is unable to provide food due to electricity/Internet /gas or other internal issues but restaurant is unreachable.
As per Rider, If restaurant is closed but order accepted by the restaurant where restaurant is unreachable.
No cancellation under Preparation Delay
Request the customer to wait , If customer wants to cancel the order, cancel under Customer Issue.
If customer wants to continue the order, inform KAM on this to make faster preparation.
Please tag KAM & Content POC
If restaurant is closed or a specific item is not available, please tag KAM & Content POC in the cancellation group/Ops group/Restaurant issues group (if we get this query from live chat).
Need to update the status by content team immediately to avoid further cancellations on same issue.
Ready Food
Ready Food
Rider Assign Status
Sir/Ma'am, দেখতে পাচ্ছি অর্ডারটি “Rider Assign” অবস্থায় রয়েছে। এই পরিস্থিতিতে আমরা রেস্টুরেন্ট এবং রাইডারের সঙ্গে যোগাযোগ করে অর্ডারটি ক্যানসেল করার চেষ্টা করছি। প্রযোজ্য ক্ষেত্রে আপনার সঙ্গে যোগাযোগ করা হবে।
Sir/Ma'am, we can see that your order is currently in the “Rider Assign” status. In this case, we are trying to contact both the restaurant and the rider to cancel the order. If applicable, we will reach out to you for further assistance.
Ready Food
Ready Food
Rider Arrived at Restaurant
Sir/Ma'am, দেখতে পাচ্ছি অর্ডারটির রাইডার ইতোমধ্যে রেস্টুরেন্টে পৌঁছে গেছেন। আমরা রেস্টুরেন্টের সঙ্গে যোগাযোগ করার চেষ্টা করছি। যদি রাইডার ইতোমধ্যে খাবার না কিনে থাকেন, সেক্ষেত্রে অর্ডারটি ক্যানসেল করা সম্ভব হবে। প্রযোজ্য ক্ষেত্রে আপনার সঙ্গে যোগাযোগ করা হবে।
Sir/Ma'am, we can see that the rider has already reached the restaurant. We are attempting to communicate with the restaurant. If the rider has not yet collected the food, cancellation may be possible. If applicable, we will contact you accordingly.
Restaurant Preparation Items
Restaurant Preparation Items
Sir/Ma'am, দেখতে পাচ্ছি অর্ডারটি “Rider Assign” অথবা “Rider Arrived at Restaurant” স্ট্যাটাসে রয়েছে। এই অবস্থায় যদি রেস্টুরেন্টে ফুড প্রস্তুতির কাজ শুরু হয়ে যায়, তাহলে অর্ডারটি ক্যানসেল করা সম্ভব হবেনা। তবুও আমরা আপনার অর্ডার ক্যান্সেল এর রিকুয়েস্ট টি রেস্টুরেন্ট কে জানাচ্ছি, যদি রেস্টুরেন্টে রাজি থাকে তাহলে অর্ডারটি ক্যান্সেল করা সম্ভব হবে। তবে প্রযোজ্য ক্ষেত্রে আপনার সঙ্গে যোগাযোগ করা হবে।
Sir/Ma'am, we can see that your order is in “Rider Assign” or “Rider Arrived at Restaurant” status. If the restaurant has already started preparing the food, then cancellation will not be possible. However, we are still forwarding your cancellation request to the restaurant. If they agree, the order can be canceled. We will contact you if necessary.
Cancellation Reason
Restaurant Issue:
1. Item Not Available (Check rider arrive at restaurant status)
2. Restaurant Closed (If rider arrives before closing the restaurant)
3. Restaurant Electricity/Gas/Other Issue
4. Restaurant Unreachable
5. Invoice Price Mismatch
6. Wrong Restaurant Address
7. Wrong/Missing Item
8. Partner-Rider Shortage
9. Packaging Damaged
Rider Issue:
1. Rider Arriving Delay
2. Rider Assigning Delay
3. Rider Shortage
4. Zone Closed
5. Accidental Issue
6. Could Not Find Restaurant
7. Unable to Deliver (Dangerous Area)
8. Rider shouldn't call customer
Customer Issue:
1. Duplicate Order
2. Customer Unreachable
3. Denied to receive
4. Mistakenly Placed
5. Customer Wants To Cancel
6. Wrong Location
7. Customer Payment Method Change
8. Forgot to use Voucher
Admin Issue :
1. Test Orders
2. Tech issues
Others Issue :
Out Of Zone
Content Issue (Restaurant closed thakle cancel korar age amra check korbo je eta content ke janano hoyechilo kina. Jodi janano hoye thake but restaurant close na hoy tahole amra cancel korbo other issue select kore content issue diye
Cancellation Remarks (❌)
Request: Make Order for Later by mistake
The customer is requesting cancellation as he accidentally placed an Order for Later and he wanted to place a Regular order.
Request: Promo Code not applied
The customer is requesting cancellation as he forgot to apply a Promo Code in this order.
Request: Order Modification not possible
The customer is requesting cancellation as he wants to modify some items to this order but not possible due to the system/restaurant not having that food.
Request: Change Payment method
The customer is requesting cancellation as he wants to modify the payment method to this order. Eg: Cash to bKash
Request: Change Address
The customer is requesting cancellation as he wants to modify the address to this order that is not in out of out-of-zone.
Request: Change Time
The customer is requesting cancellation as he wants to modify time to this order. Eg: 4:25 PM
Request: Change Outlet
The customer is requesting cancellation as he wants to modify the outlet to this order. Eg: Sultan Dine to Kachhi Bhai
Request: Changed Mind
The customer is requesting cancellation as he doesn't want the order anymore
Eg. The customer claims he doesn't need the food anymore, the customer already bought other food etc
Request: Accidental Order
The customer is requesting cancellation as he placed the order by accident / he has no intention of placing an order at all
Eg. Customers accidentally placed the order while he was just browsing at the menu etc
Request: Duplicated Order
The customer has accidentally placed two or more orders by mistake/system error
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