FOBI Cases

Notes:

• If the customer requested to receive the order again, Check with the restaurant and if they confirmed, advise the customer with the ETA advised by the restaurant.

• If the customer paid in cash and wants his money back in cash, we will call the restaurant and inform them with the customer request:

  • Answered and confirmed: Inform the customer

  • Unreachable, Refused to Cooperate: Send Sales Force Case to Escalations Team. 

• The 3 hours rule is not applied in the FOBI Cases if the customer has a good history.

• If the restaurant refused to cooperate, we need to check the customer history as below:

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 Issue >> Food Issue >> Foreign Object

In case of cancellation:

• Cancellation Reason: Food Preparation Quality

• Contact Driver: Partner Cancellation