Missing Items - TGO
#Side Dish # Side Item #Main Item #Main Dish
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Case Description: Customer contacted us to complaint that he received one item is missing and it's a TGO order, We will follow the below process.
Important Note: Check if the order has been delivered (Completed) on Hurrier or not, if not follow the Check Order Status Process
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.
If the order passed 3 hours we will not partially refund the order, if the customer requested to raise a complaint send a Salesforce case to Escalations Team. yet if the customer raised the concern via GHC or the Customer Care Email within the first 3 hours, we will follow the normal process.
If the customer complained that the Utensils (Spoon, Fork, etc...), we will compensate the customer (Do Not Offer Partial Refund)
If the customer complained that the missing item is the free gift (Buy one get one), we will compensate the customer (D o Not Offer Partial Refund)
New >> For Egypt, In all scenarios we will offer Compensation for Missing Item - Main Item - Exclude the bad behavior cases.
Checklist for Customer History
If one of the below criteria is applied, we will not take any action
1- Using fake emails like: xxx@EmailNax, ej.pkachu1@gnail.com, pikachu2@gnail.com, pikachu3@gnail.com or under fake domains like: gnail, gamil, hotmil, gmeil, yahu.
2- Account is of recent creation (less than 1 week) and has more than 2 compensations for the same issue or .more than 3 orders canceled - except Egypt & Jordan if the account is recently created we will not take any action (Compensation/Partial Refund)
check if the customer has linked accounts visible on BOA by checking the Last Orders tab on BOA to see if the customer has different emails linked to the same phone
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.
5- Compensation History: has more than 3 compensation for the same issue same week (7 days ago)
You can check them from 1VU >> History of Events >> Customer Account and filter with Compensation from Events
Ask if he/she still wants the replacement order except for IRAQ as we don't have a replacement in the country.
Ask if he/she still wants the replacement order except for IRAQ as we don't have a replacement in the country.
Contact Drivers:
1st Contact: Missing Item: Post Delivery --> Wrong/Missing Item --> Missing Item.
2nd Contact: Follow Up on existing Case: Across Journey --> Information Request --> Follow Up on exsiting case
Customer has a bad history: Post Delivery --> Payments & Refunds --> Fraud
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 checking with the restaurant/ rider, we found that the missing/wrong item was delivered right to you.
Arabic: .عند التحقق من تفاصيل طلبك والتأكيد مع المطعم / السائق ، وجدنا أنه قد تم توصيل الطلب إليك بصورة صحيحه
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