Late Delivery TGO
#Short #Moderate #Severe #Extreme
CD: Live Order Process → Order Status → Complain about (Short/Moderate/Severe/Extreme) Delay
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Case Description: Customer contacted us to check on his order, we checked Hurrier & BOA and the order is late; we will follow the below process.
If the rider is unreachable - Before Pick Up:
Check the Hurrier and advise the customer with the order Location as below:
Dispatching: We are working on assigning a rider to the order - Follow the Order dispatching cases.
Courier Notified: A rider has been assigned to the order.
Accepted: Rider accepted the order and on his way to the restaurant to pick up the order.
Near Pick Up: Rider is near the restaurant to pick up the order and deliver it to the customer.
Waiting at Pick up: Rider is at the restaurant location and waiting for the order to be prepared.
If the rider is unreachable - We will follow the below if the order was already Picked Up:
Click on the rider name, and inform the customer with the end - Drop Off time, adding more 10 minutes.
Example: in the screenshot the est. Drop off time is 16:19 PM, inform the customer the order should be arrived within 6:19 and 6:29 PM.
Note: Mention the End time in the Comment on BOA
Old Hurrier
New Hurrier
Notes:
Customer's can claim their compensation for the delay from the application directly if the order delayed for more than 20 mins via Voucher Wallet, and no need to inform the customer with the compensation Terms & Conditions.
In- app Compensation is applied for all countries except for: KSA & Carriage Orders, so we will take the compensation action if the order was delayed for more than 40 Mins for KSA & Carriage Only.
If the customer didn't get claim the in- app Compensation, Check the BOA >> log history to make sure that the customer didn't get the compensation.
If the compensation was added, Inform the customer that he was already compensated.
If the compensation was not added automatically, We will compensate the customer from 1VU - All countries.
Note: We will use Extreme Delay Compensation Reason only, DON'T USE Complain about late order - Delay >30 Mins
English script
"We are extremely sorry for the inconvenience. You have always been a loyal and valuable customer of Talabat. We will make sure such instances are not repeated in the future. However, as a token of apology, we would like to let you know that you've been compensated for this delay".
Arabic script
نتقدم بخالص الإعتذار عن أي تجربة سيئة ونعمل على عدم تكرار هذا التأخير مستقبلا
و قد تم أضافة قسيمة تعويض على حسابك بطلبات كأعتذار عن هذا التأخير
If this is the second time that the customer contact us for the voucher, Contact Driver will be: Voucher Request.
If the customer left the chat without getting our feedback, we MUST send a Notification to the customer with the order status.
If the driver answered and informed us that he's waiting for the restaurant to prepare the order, Call the restaurant to verify the rider's feedback and to know the ETA for the order to be prepared.
No need to use the Track Scripts with the non-registered & Carriage Customers.
If the customer requested to cancel the order and it was on Extreme delay - more than 40 mins, try to retain the customer, if the customer insisted to cancel, add compensation first (if it was not compensated already), and take the cancellation action.
If the order will be cancelled, we need to call the restaurant and inform them about the cancellation.
Contact Driver:
Live Order Process >> Order Status >> Complain about (Short - Modearate - Severe - Extreme)
Short = 0 – 10 MinsModerate = 11-20 MinsSevere = 21-30 MinsExtreme = 30+ Mins
You can use the below Delay Calculator to help you choose the correct Contact Driver
In case of cancellation:
If the delay was from the restaurant:
Cancellation reason will be: Late Preparation from Restaurant (TGO) Contact Driver: Request: order is late, does not want to wait
If the delay was from the restaurant:
Cancellation reason will be: Late Preparation from Restaurant (TGO) Contact Driver: Request: order is late, does not want to wait
Old Hurrier
NewHurrier
If the delay was from the driver:
Driver Answered: Cancellation reason will be: Late DeliveryDriver Didn't Answer and late for the drop off: Cancellation reason will be: Unprofessional Behaviour From Driver Contact Driver: Request: order is late, does not want to wait
Driver Answered: Cancellation reason will be: Late DeliveryDriver Didn't Answer and late for the drop off: Cancellation reason will be: Unprofessional Behaviour From Driver Contact Driver: Request: order is late, does not want to wait
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