Embedded Files
Case Description: Customer contacted us to complaint that he never received his order, or is following up on his order that he is late for more than 3 hours from DT on BOA.
Order was marked as delivered, Customer's address is correct and rider confirmed that he delivered the order but the customer insisted that he didn't receive anything
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 - Partially Refunded Orders.
You can check them from BOA >> Missing Items Button >> Refund History.
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.
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.
4- Compensation History: has more than 3 compensation for the same issue same week (7 days ago)
You can check them from BOA >> Compensation Button >> Compensation History.
Steps for the redelivery action
1- From Deliveries, Press Edit
2- Press Add
3- Choose the reason for adding Delivery
In this scenario we will choose:
Customer never receive the order
4- Mark the Redelivery
5- Press Save
Contact Drivers:
Post-Delivery --> Wrong order / Never arrived --> Order never arrived
In case of cancellation:
Cancellation Reason: based on the late owner
Contact Driver: Request: order is late, does not want to wait
Page updated
Google Sites
Report abuse