Cancel Request - TGO

Notes:

• Customers receive automatic SMS and pop up notification, once we cancel the order from BOA & the rider will also get a notification that the order is canceled.

• If the customer left the chat before the confirmation or stated the reason we MUST call the customer (Mandatory Step), If 
  and the customer didn't answer we will not cancel the order.

• If the customer refused to provide us with the cancellation reason, we MUST check if there was any delay for the order, the cancellation reason in this case is:

(Fake Order / if the order is within delivery time) OR (Late Delivery / if the order exceeds delivery time (Extreme Delay) & add compensation).

• If the customer's data which exists on Salesforce is different from his/her data on BOA, call the customer on his registered number on BOA and check in an indirect way that he wants to cancel the order or not - don't inform the person on chat that we will call the customer:

  • • If yes, cancel the order and refund the customer if the order was paid online.

    • If no, don't cancel the order and fill out this form, and inform the customer who is on the chat that the case has been directed to the concerned team and contact driver in this scenario will be: Fraud.

    • If the customer didn't answer, don't cancel the order.

    • If we found a comment that the form was already filled by a previous agent, no need to call the customer again and no need to fill out the form.

• If order passed 3 hours we will not cancel the order, if the customer requested to raise a complaint send a Salesforce case to Escalations Team. yet if the customer raised the concren / shared a picture via GHC or the Customer Care Email within the first 3 hours, we will follow the normal process.

• We MUST try to retain the customer by offering to solve the issue for him/her or by offering alternative restaurants to the customer “Check Customer Retention Scripts below”.

Notes:

Unavailable Item Cancellation

In case the cancellation reason is Unavailable Item, we should mark the items from BOA to hide them.

• Marking an item as unavailable will reflect on the vendor menu item availability, the item will not be available (hidden) for Talabat users for the rest of the day.

• The vendor can activate the item again from their own vendor portal, this cannot be done from the BOA.

We must inform the vendor that the item will be unavailable for the rest of the day, so if they need to extend/decrease the duration, they should do that after the call from the vendor portal.

• If the vendor didn't answer, Check if the customer knows what item is not available:

  • Customer is aware, cancel the order from BOA.

  • Customer is not aware, cancel the order from 1VU