Pending from
Restaurant Side

Notes:

• Unreachable restaurant = Offer Cancellation.

• For OT2 orders, we can’t Resend the orders nor provide it over phone, orders will be cancelled.

• We resend the orders, only if there is NO modification on the order.

• If the restaurant refused to take the order over the phone, offer cancellation and set them busy for at least 30 min.

• Setting  AAA vendors to Busy Status, refer back to the TL.

Contact Drivers:

• Based on the customer's inquiry.

In case of cancellation (Restaurant answered):

• Cancellation Reason: (for POS = Application Issue/IT) - (other routing methods = Vendor Closed).

• Contact Driver: Complaint: Partner Cancellation

In case of cancellation (Restaurant unreachable):

• Cancellation Reason: 

  • Order is still within delivery time: Vendor Closed

  • Order is late: Late Delivery

• Contact Driver: Complaint: Partner Cancellation