Order & Return Policy – SOP Guidelines

1. Item Unavailability

If a rider/vendor informs CS that some items are unavailable:

• Call the customer and ask whether they want a replacement or prefer partial delivery.

• If the customer agrees, update the cart accordingly.

• If the customer declines, cancel the order.

2. Return Window

Customers can request a return only within 1 hour after delivery.

3. Vendor Return Policy

Agora & Bengal Meat do not accept returns.

All other vendors accept returns except for:

• Ice cream

• Liquid milk

• Processed/Cut perishable items (e.g., meat, fish, etc.)

4. Spoiled / Wrong Product Complaints (Within 1 Hour)

The complaint must be raised within 1 hour of delivery.

CS action steps:

• Verify the complaint with picture proof.

• Contact the vendor for confirmation.

• Offer replacement first if the correct/good quality product is available.

• If replacement is not available, offer return and refund.

Agora & Bengal Meat – Special Case

Since they do not accept returns:

If the customer refuses delivery or wants to return the item, the rider must return the items to the nearest hub.

6. Complaint After 1 Hour

If the customer complains after 1 hour:

• Refund is not possible.

• If the customer can prove that a wrong item was delivered, issue a Sorry Voucher.

7. Damaged Items

For damaged items:

• Issue a Sorry Voucher or Refund depending on the severity of the damage.

• No return or exchange is required.

• These are generally considered logistics/rider issues. Because if the vendor provided broken/damaged items, the rider should have identified them during pickup.

8. Pharmacy Orders (High Priority)

If the customer provides picture proof of expired medicine:

• Do not call the vendor.

• Do not delay.

• Immediately process the refund.

• Inform management afterward for necessary action against the vendor.

****Delay may create legal risk***

9. High-Value Orders Policy (Shop Vertical)

There is no mandatory prepayment policy for Shop Vertical.

Do not call customers to request 50% advance payment for high-value orders.

Even high-value orders can be returned to the vendor if the customer refuses or is unreachable.

Exception – Agora & Bengal Meat:

For orders above 4000 BDT:

• Call the customer and request 50% advance payment,
  or

• Contact the Shops Team for guidance.