Bad Food Quality - GO

Notes:

• New >> 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:

  • 1. 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.

    2. Rider is still at the customer's location >> Call the rider and inform him to deliver the wrong item back to the restaurant.

    3. 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.

3- The customer has a history of many canceled orders 

• You can check them from BOA >> Last Orders >> Cancelled by Talabat. 

• The number of canceled orders is more than the number of successful orders. 

4- The customer has a history of many Partially Refunded Orders.

You can check them from 1VU >> History of Events >> Customer Account and filter with Partial Refund from Events

Criteria :

• • Customer has more than 3 partially refunded orders within the last 24 Hrs up to 1 Week.

• Customer has more than 5 partially refunded orders within the last 30 days.

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 

Contact Drivers:

• Post Delivery -->  Food Issue  --> ............ "as per the case"