FOBI - TGO Items & Full Order

Iraq Process>> We will not offer replacement/redelivery even if the customer insisted.

Notes:

• If the customer requested to receive the order/item again, advise him that the delivery time will start all over again.

• If The restaurant asked to get his order back, follow the below process:

  • • Customer insisted to get another order (redelivery) >> Leave a comment in the special instructions informing the rider to collect the wrong order 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 order back to the restaurant.

    • Order will be canceled (no-redelivery) >> Apologize to the restaurant and inform them that we will not be able to deliver the order 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. 

• The 3 hours rule is not applied in the FOBI Cases if the customer has a good history.

• If the restaurant refused to cooperate, we need to check the customer history as below:

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.

Contact Drivers:

• Post Delivery Issue >> Food Issue >> Foreign Object

In case of cancellation:

• Cancellation Reason: Food Preparation Quality

• Contact Driver - Restaurant Mistake: Partner Cancellation

• Contact Driver - Rider Mistake: Logistics Cancellation