Notes:

• Customers receive automatic SMS and pop up notification, once we cancel the order from BOA & the rider will also get a notification that the order is canceled.

• If customer left the chat before the confirmation or stating reason = call customer (Extra mile - not obligatory),
  and the cancellation reason in this case is:

(Fake Order / if the order is within delivery time) OR (Late Delivery for TMP / Based on the late owner for TGO if the order exceeds delivery time (Extreme Delay) & add compensation).

• If the customer's data which exists on Salesforce is different from his/her data on BOA, call the customer on his registered number on BOA and check in an indirect way that he wants to cancel the order or not - don't inform the person on chat that we will call the customer:

  • • If yes, cancel the order and refund the customer if the order was paid online.

    • If no, don't cancel the order and fill out this form, and inform the customer who is on the chat that the case has been directed to the concerned team and contact driver in this scenario will be: Fraud.

    • If the customer didn't answer, don't cancel the order.

    • If we found a comment that the form was already filled by a previous agent, no need to call the customer again and no need to fill out the form.

• If order passed 3 hours we will not cancel the order, if the customer requested to raise a complaint send a Salesforce case to Escalations Team. yet if the customer raised the concren / shared a picture via GHC or the Customer Care Email within the first 3 hours, we will follow the normal process.

• Offer alternative restaurant to customer “Check Customer Retention Scripts below”.

Post Delivery Issues, we don't cancel any pharmacy order unless there was a wrong/damaged item and we confirmed with the store

Store didn't answer we will not take the action

Introducing a new vertical where customers can order their prescription through talabat application using their own medical cards. 

If we found a Pharmacy order under the vendor Name Aster, or the customer said he placed a pharmacy/prescription order and we couldn't find the order on BOA, we will inform the customer that s/he will be contacted via phone within the next 20 to 30 mins maximum