Embedded Files
Customer raised the complaint within the first 3 hours from receiving the order
Notes:
In case the restaurant refused to cooperate / Unreachable/ Not Answering, please fill out this Form, to inform the account managers, and follow the below button in order to find the AM Email on SF.
If The restaurant asked to get his item back, follow the below process:
Customer insisted to get anothr item (redelivery) >> Leave a comment in the special instructions informing the rider to collect the wrong item and return it back to the restaurant.
Rider is still at the customer's location >> Call the rider and inform him to deliver the wrong item back to the restaurant.
item will be canceled (no-redelivery) >> Apologize to the restaurant and inform them that we will not be able to deliver the item back, if they insisted, advise them to get back to the AM.
If the customer paid in cash and wants his money back in cash send Sales Force Case to Escalations Team.
Iraq Process >> We will not offer replacement/redelivery even if the customer insisted.
New >> For Egypt: We will not Offer Compensation or partial refund for (Cold Food, Food Portions, Bad taste - Side, etc.....)
Contact Drivers:
Post Delivery --> Food Issue --> ............ "as per the case"
We need to check the Checklist for Customer History first
If one of the below criteria is applied, we will not take any action.
If we check the customer history and upon investigation we find that the customer is a compensation seeker or fraudster and upon that, we don't take any refund/partial refund or compensation action
we can use these scripts
English: Upon checking your order details and confirming with the restaurant we found that the order was delivered without any issues.
Arabic: .عند التحقق من تفاصيل طلبك والتأكيد مع المطعم ، وجدنا أنه تم توصيل الطلب بدون أي مشاكل
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