Check Order Status - TMP

Note:

• We no longer call the restaurant if the remaining delivery time is 10 minutes or less unless the customer insisted to contact the restaurant. 

• If the remaining delivery time is less than 5 mins, no need to mention the remaining delivery time.

• If the customer requested to call the restaurant and he left the chat without getting feedback and the restaurant answered and informed us with the order status, send a notification with the order status.

Notifications that we can send to the customer:

1. Delay in order delivery: restaurant informed us that the order will be delayed.

2. The order is being prepared: Restaurant informed us that they are preparing the order at the moment.

3. The order is on the way: Resaurant informed us that the order is being delivered.

• No need to use the Track Scripts with the non-registered & Carriage Customers.

IMPORTANT: this process is not applicable on Americana Qatar nor Americana Kuwait.

Contact Drivers:

• Order Live Process --> Order Status --> Check Order Status

In case of cancellation:

• Cancellation Reason: Fake Order

• Cancellation Reason: if the customer clarified the difference between the user interface after placing the order and the delivery time shown on the restaurant information: Delivery ETA too long

• Contact Driver: Request: changed mind

In case of cancellation due to Restaurant informed (it will take longer than expected):

• Restaurant Answers: Cancellation Reason: Due to the reason of the delay (too busy - unavailable item - etc...)

  • Restaurant doesn't Answer: Cancellation Reason: Late Delivery

• Contact Driver: Request: order will take longer than expected