Embedded Files
1- Check if there is any comments left by the OSU team on BOA or not "From the comment section on BOA"
2- Check the BO if there was any modification on the order "From the Order Status Section"
From the order log history
Important Note: Check if the order has been delivered (Completed) on Hurrier or not, if not follow the Check Order Status Process
Notes:
If the order was already modified from the store side, Leave a clear comment using "Unavailable Item" keyword.
Electronics & Tobacco Products: We will ask the customer about the package/item condition (Sealed or not Sealed), and inform the store with product condition - WE WILL NOT TAKE ANY ACTION UNTIL THE STORE CONFIRMS.
In case the customer is complaining after 24 hrs from receiving the order, we will not take any action.
If the customer insists to replace the item, Call the store and inform them with the case, if the item is available take the redelivery action, and advise the customer that the item is available and will be delivered with no additional fees.
In case of redelivery and the customer asked for the rider's number we will call the rider and ask him to call the customer to update him
If the customer complained that the missing item is a free gift (Buy one get one), we will compensate the customer (D o Not Offer Partial Refund)
For Egypt, In all scenarios, we will offer Compensation for Missing Items - Excluding the bad behavior cases.
Contact Driver
1st Contact: Missing Item: Post Delivery --> Wrong/Missing Item --> Missing Item.
2nd Contact: Follow Up on existing Case: Across Journey --> Information Request --> Follow Up on exsiting case
Customer has a bad history: Post Delivery --> Payments & Refunds --> Fraud
Order Was already Modified: Post Delivery --> Wrong/Missing Item --> Issue with the replacement process
Checklist for Customer History
If one of the below criteria is applied, we will not take any action
1- Using fake emails like: xxx@EmailNax, ej.pkachu1@gnail.com, pikachu2@gnail.com, pikachu3@gnail.com or under fake domains like: gnail, gamil, hotmil, gmeil, yahu.
2- Account is of recent creation (less than 1 week) and has more than 2 compensations for the same issue or .more than 3 order canceled.
Note: Search on BOA by using the customer mobile number to see if he has old account or not and compensated for the same issue or not.
3- The customer has a history of many cancelled orders
You can check them from BOA >> Last Orders >> Cancelled by Talabat.
Criteria :
Customer has more than 3 orders cancelled within the last 24 Hrs up to 1 Week.
Customer has more than 5 orders cancelled within the last 30 days.
4- The customer has a history of many Partially Refunded Orders.
You can check them from 1VU >> History of Events >> Customer Account and filter with Partial Refund from Events
Criteria :
Customer has more than 3 partially refunded orders within the last 24 Hrs up to 1 Week.
Customer has more than 5 partially refunded orders within the last 30 days.
5- Compensation History: has more than 3 compensation for the same issue same week (7 days ago)
You can check them from 1VU >> History of Events >> Customer Account and filter with Compensation from Events
Page updated
Google Sites
Report abuse