Refer a Friend

Sender

• Existing talabat users (sender) can find a customized code in the “Refer a friend” page under the account tab & share it with their friends (receiver). 

Receiver - New Customer

• Once the receiver downloads the app & signs-up, they can redeem the code to get a voucher reward.

• After the receiver completes their first order using the voucher, this is considered a successful referral & the sender will also receive a voucher reward. 

Existing customer (Sender) complaints that s/he didn't receive the voucher, we MUST inform the customer that:

• After the new customer (receiver) completes their first order using the Referral Code, it can take up to 5hrs for the sender to receive the voucher reward. 

• The order status for the new customer (receiver) should be successful, in order for the existing customer to get the voucher.

• The Existing Customer (sender) will get a push notification when their code is used & once they receive the vouchers. 

• Users will only be rewarded for the first 10 new customers they refer to the talabat app. After the cap is reached, users can continue referring new customers, but they won’t receive any voucher rewards. 

If the customer confirmed that the receiver placed a successful order, ask the customer to share the email or the mobile number of his friend/referral

• Check the Order Status on BOA.

• Order Cancelled/Incomplete >> Inform the customer that the order should be successful so s/he can get the voucher.

• Order Successful>> check if the order placing time:

  • Within the first 5 hrs >> advise the customer to wait as it might take up to 5 hrs for the sender to receive the voucher.

  • Passed the 5 hrs >> advise the customer to send an email to CustomerCare mentioning the Receiver's (New Customer) Email.

Notes:

• If the order is cancelled, the voucher will freeze for 5 minutes & then the customer can use it again. 

• If the existing customer complains that he can not see Refer-a-Friend page, we will ask the customer to:

  • Have an app version greater than or equal to 9.5.4. 

  • Have at least 4 successful orders.

• Currently, we don’t have a feature to keep track of successful referrals in-app. 

Contact Drivers:

• General Inquiry: Non-live order inquiry 

• Issue with the Voucher (Didn't Receive the voucher): Voucher Not Received

Definition: Refer-a-friend has Shield rules in place to prevent fraud. In cases like this, the receiver might have already used talabat before.

Troubleshooting steps: 

• Use this script

Regarding the problem with your voucher, we found that either the voucher/discount is inactive, has been abused, or you are no longer eligible to use it. The good news is you can always find discounts using the filter "Deals & Offers".

فيما يتعلق بمشكلة قسيمة الشراء ، وبعد أن قمنا بالمراجعة وجدنا أن السبب في عدم امكانية استخدام قسيمة الشراء هو أنك تحاول استخدام قسيمه شراء غير مصرح لك باستخدامها أو انه قد تم ايقافها، لكنك تقدر تلاقى خصومات طول الوقت فى قسم "عروض وخصومات.

Contact Driver: Across Journey >> Voucher Issue >> Voucher conditions.

Definition: Refer-a-friend is targeted at new customers. After a new customer claims a referral code once, they are no longer eligible to claim it again. 

Troubleshooting steps: 

• Use this script

Regarding the problem with your voucher, we found that either the voucher/discount is inactive, has been abused, or you are no longer eligible to use it. The good news is you can always find discounts using the filter "Deals & Offers".

فيما يتعلق بمشكلة قسيمة الشراء ، وبعد أن قمنا بالمراجعة وجدنا أن السبب في عدم امكانية استخدام قسيمة الشراء هو أنك تحاول استخدام قسيمه شراء غير مصرح لك باستخدامها أو انه قد تم ايقافها، لكنك تقدر تلاقى خصومات طول الوقت فى قسم "عروض وخصومات.

Contact Driver: Across Journey >> Voucher Issue >> Voucher already used.