NFV - Late Delivery

Notes:

• We will use "Extreme Delay" from the Compensation Issue Type when compensating the customer.

• If the customer left the chat and the order was delayed for more than 45 Mins, compensate the customer.

• If the customer left the chat without getting our feedback, we MUST send a Notification to the customer 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.

• We offer compensation only when the order is Extreme delayed - when the chat started.

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

• We will send the case to the Escalations team only if the customer requested to raise a complaint / requested to speak to a manager.

• If the customer requested to cancel the order and it was on Extreme delay - more than 45 mins, try to retain the customer, if the customer insisted to cancel, add compensation first and take the cancellation action (if it was not compensated already).

If the rider is unreachable - Before Pick Up:

Check the Hurrier and advise the customer with the order Location as below:

Dispatching: We are working on assigning a rider to the order - Follow the Order dispatching cases.

Courier Notified: A rider has been assigned to the order.

Accepted: Rider accepted the order and on his way to the restaurant to pick up the order.

Near Pick Up: Rider is near the restaurant to pick up the order and deliver it to the customer.

Waiting at Pick up: Rider is at the restaurant location and waiting for the order to be prepared. 

Notes: 

• Customer's will get their automated compensation via Voucher Wallet, so we MUST inform the customer with the compensation Terms & Conditions.

• Auto-Compensation is applied for all countries except for: KSA & Carriage Orders, so we will take the compensation action if the order was delayed for more than 40 Mins for KSA & Carriage Only.

• If the customer didn't get the Auto-Compensation, Check the BOA >> log history to make sure that the customer didn't get the compensation.

  • • If the compensation was added automatically, Inform the customer that he was already compensated.

    • If the compensation was not added automatically, We will take the compensation action from our end.

    • Note: We will use Extreme Delay Compensation Reason only, DON'T USE Complain about late order - Delay >30 Mins

English script

 "We are extremely sorry for the inconvenience. You have always been a loyal and valuable customer of Talabat. We will make sure such instances are not repeated in the future. However, as a token of apology, we would like to let you know that you've been compensated for this delay".

Arabic script 

نتقدم بخالص الإعتذار عن أي تجربة سيئة ونعمل على عدم تكرار هذا التأخير مستقبلا

و قد تم أضافة قسيمة تعويض على حسابك بطلبات كأعتذار عن هذا التأخير

• • • If this is the second time that the customer contact us for the voucher, Contact Driver will be: Voucher Request.

• If the customer left the chat without getting our feedback, we MUST send a Notification to the customer with the order status.

• If the driver answered and informed us that he's waiting for the restaurant to prepare the order, Call the restaurant to verify the rider's feedback and to know the ETA for the order to be prepared.

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

• If the customer requested to cancel the order and it was on Extreme delay - more than 40 mins, try to retain the customer, if the customer insisted to cancel, add compensation first for the countries we allowing the compensation or send Salesforce case for the all countries where we stopped the compensation (if it was not compensated already), and take the cancellation action.

• If the order will be cancelled, we need to call the store and inform them about the cancellation.

Contact Driver TMP & TGO:

• Live Order Process >> Order Status >> Complain about (Short - Modearate - Severe - Extreme)