No, CST doesn't want the correct order - GO
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CD: Post Delivery → Wrong Order / Never Delivered → Wrong Order
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Notes:
If The restaurant asked to get his order back, follow the below process:
Order will be canceled (no-redelivery) >> Apologize to the restaurant and inform them that we will not be able to deliver the order 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.
Restaurant Didn't answer or refused to cooperate
Notes:
If The restaurant asked to get his order back, follow the below process:
Order will be canceled (no-redelivery) >> Apologize to the restaurant and inform them that we will not be able to deliver the order 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 customer informed us that he received a wrong item and after investigation, we found that the customer received the correct item as he ordered but informed that he placed it by mistake and he used to place the order with this item we will:
Check the previous 3 orders from the same restaurant and check if the items that the customer selected are repetitive.
If the customer used to order this item and he mistakenly ordered another item, we will call the restaurant and inform them with cancellation for this item.
We will take the action in all scenarios (Restaurant answered or not) as long it's the customer's first time committing this mistake.
If the customer informed us that he already communicated with the restaurant and the restaurant agreed on the cancellation, we will call the restaurant and confirm the cancellation.
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 Driver:
If it's the Restaurant Mistake: Live Order Process -> Cancellation -> Complaint: Partner cancellation.
If it's the Rider's Mistake: Live Order Process -> Cancellation -> Complaint: logistics cancellation.
Cancellation Reason: Wrong Order.
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