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Case Description: Customer contacted us to complain that s/he requested to add special instructions to the order but was not followed
Notes:
If the customer informed us that s/he contacted the restaurant directly and asked for this modification, we will call the restaurant and confirm this modification.
If the restaurant asked to send another item to the customer, update the customer with the restaurant's feedback and if the customer agreed we will take the redelivery action from Hurrier.
Allergies: Customers might ask to cancel the order/item as they have an allergy to specific items and if the restaurant ignored the customer's request, we will follow the above process and:
Make sure that the customer has a good history before proceeding with the refund/Partial Refund.
The full order was impacted: We will cancel the order.
Only 1 item was impacted: Partial refund this item
Contact Driver:
Post-Delivery >> Food issue >> Cooking instructions were not followed
In case of cancellation
If the whole order was impacted and customer asked to cancel
Valid Request:
Cancellation Reason: Wrong order
Contact Driver: Complaint: Partner cancellation
Invalid Request:
Cancellation Reason: Order modification not possible
Contact Driver: Changed Mind
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