T-mart Wrong order

Notes:

• If the customer couldn't send the picture, ask the customer to send an email to Customer Care Email.

• If the customer requested to cancel the order, call the store and inform them with the cancellation.

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

• 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:

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

     2. 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.

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

     4. 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.

Contact Drivers:

• Post Delivery -> Wrong Order / Never Delivered -> Wrong Order

In case of cancellation:

• Contact Driver:

If it's the Restaurant Mistake: Live Order Process -> Cancellation -> Complaint: Partner cancellation.

If it's the Rider's Mistake: Live Order Process -> Cancellation -> Complaint: logistics cancellation.

• Cancellation Reason: Wrong Order.

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.