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Case Description: Customer contacted us to complaint that he never received his order, or is following up on his order that he is late for more than 3 hours from Promised delivery time on BOA.
Before proceeding with the below steps we need to check the order status on BOA & Hurrier
Not Delivered / Still In-progress: We will follow TGO Pending Cases
Not Delivered / Successful: We will follow the Late Delivery - TGO Process
Delivered: We will follow the Marked as delivered process
Order was marked as delivered, Customer's address is correct and rider confirmed that he delivered the order but the customer insisted that he didn't receive anything we will check the customer history following the below
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 order canceled.
Note: Search on BOA by using the customer mobile number to see if he has old account or not and compensated for the same issue or not.
3- The customer has a history of many cancelled orders
You can check them from BOA >> Last Orders >> Cancelled by Talabat.
Criteria :
Customer has more than 3 orders cancelled within the last 24 Hrs up to 1 Week.
Customer has more than 5 orders cancelled within the last 30 days.
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
Contact Drivers:
Post-Delivery --> Wrong order / Never arrived --> Order never arrived
In case of cancellation:
Cancellation Reason: Unprofessional behavior from driver.
Contact Driver: Request: order is late, does not want to wait
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