Yes, CST wants the correct order -GO

Notes:

• If the customer requested to receive the order again, advise him that the delivery time will start all over again.

• If The restaurant asked to get his order back, follow the below process:

  1. 1. Customer insisted to get the order back (redelivery) >> Leave a comment in the special instructions informing the rider to collect the wrong order and return it back to the restaurant.

     2. Rider is still at the customer's location >> Call the rider and inform him to deliver the wrong order back to the restaurant.

     3. 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:

  1. 1. Check the previous 3 orders from the same restaurant and check if the items that the customer selected are repetitive.

     2. 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.

     3. We will take the action in all scenarios (Restaurant answered or not) as long it's the customer's first time committing this mistake.

     4. 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.

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.

Contact Drivers:

• Post Delivery -> Wrong Order / Never Delivered -> Wrong Order

In case of cancellation: 

• 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.