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Case Description: Customer contacted us to complain that s/he requested to add special instructions to the order but was not followed
Notes:
If the customer informed us that s/he contacted the restaurant directly and asked for this modification, we will call the restaurant and confirm this modification - note advise cst to leave the comment
If the restaurant asked to send another item to the customer, update the customer with the restaurant's feedback.
Allergies: Customers might ask to cancel the order/item as they have an allergy to specific items and if the restaurant ignored the customer's request, we will follow the above process and:
Make sure that the customer has a good history before proceeding with the refund/Partial Refund.
The full order was impacted: We will cancel the order.
Only 1 item was impacted: Partial refund this item
Contact Driver:
Post-Delivery >> Food issue >> Cooking instructions were not followed
In case of cancellation
If the whole order was impacted and customer asked to cancel
Valid Request:
Cancellation Reason: Wrong order
Contact Driver: Complaint: Partner cancellation
Invalid Request:
Cancellation Reason: Order modification not possible
Contact Driver: Changed Mind
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