T-Mart Wrong Items

Notes:

• Wrong items: Ask the customer to share a screenshot for the wrong item, and if  the customer couldn't send the picture, ask the customer to send an email to Customer Care.

• 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 informed us that he received a wrong item and after investigation, we found that the customer received the correct item as he ordered but informed that he placed it by mistake and he used to place the order with this item we will:

  • • Check the previous 3 orders from the same restaurant and check if the items that the customer selected are repetitive.

    • If the customer used to order this item and he mistakenly ordered another item, we will call the restaurant and inform them with cancellation for this item.

    • We will take the action in all scenarios (Restaurant answered or not) as long it's the customer's first time committing this mistake.

    • If the customer informed us that he already communicated with the restaurant and the restaurant agreed on the cancellation, we will call the restaurant and confirm the cancellation.

• For Egypt, In all scenarios, we will offer Compensation for the Wrong Items - Excluding the bad behavior cases.

Extra Notes:

If The Mart asked to get his item back, follow the below process:

• • Customer insisted to get the order back (redelivery) >> Leave a comment in the special instructions informing the rider to collect the wrong order and return it back to the Mart.

  • Rider is still at the customer's location >> Call the rider and inform him to deliver the wrong order back to the Mart.

Contact Driver

• Wrong Item: Post Delivery --> Wrong/Missing Item --> Wrong Item.

• We will use Same Contact  Driver if it was a misunderstanding from the customer's side.

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.