Check Order Status - TMP
#Customer Left #Send SMS
#Customer Left #Send SMS
Case Description: Customer contacted us to follow up on his/her order (any time within the delivery time) and it's a TMP order, We will follow the below process.
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:
Delay in order delivery: restaurant informed us that the order will be delayed.
The order is being prepared: Restaurant informed us that they are preparing the order at the moment.
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