Global Help Center
Non-Live Ticket

From the Highlights Panel we will be able to see the customer issue (issue that the customer selected from the GHC)

• We reply to the customer's inquiry via email from Salesforce.

• We mainly receive the below cases from the help center and we will follow the same Live Chat SOPs for refund cases only.

Meaning that we will not ask the customer if he wants redelivery or a refund.

• • Refund for Missing/Wrong Items

  • Refund for Wrong Order

  • Bad food quality.

• We also receive cases related to Issues with the delivery rider as follows and we will follow the same Live Chat SOPs

  •  Money collection issue

  • inappropriate behavior

  • Missing equipment or uniform

  • Delivery instructions not followed

  • Contactless delivery

• If we received any case that is not related to the Non-Live Ticket queue, we will follow the same Live Chat SOPs (Based on the scenario) advising the customer at the end of the email that if he still needs any further assistance, he can contact us through the Live Chat.

• If we will compensate the customer, we will compensate him/her via Voucher Wallet Only.

• If the case needs to be escalated to other departments (Refund & Validation, Escalations) we will reply to the ticket first and then transfer the case to the other queue. and Escalations SLA will be 12 Hours not 1 Hour.

• If the customer requested to be contacted via phone, we will call the customer on the spot and DON'T transfer the case to the SMEs nor send the case to Escalations Team.

• If the customer asked to be contacted by a manager, higher level, we will reply to the customer's request mentioning the Escalations Team SLA, and then we will send SF case to the Escalations Team.

• We will call the customer in the below scenarios following the Call timings process, if we passed the call timings we will reply to the customer's ticket acknowledging his/her issue in our reply before asking for more clarification:

  • Customer issue is Food Quality and the issue is not clear from the photo.

  • Oman Refund and we want to ask the customer about the online refund method.

  • Missing/Wrong item, combo meal, and the customer didn't select the missing item.

  • t-Mart and we want to ask the customer if the package was sealed or not for Missing Items cases only.

  • Case was unclear and we need more clarification.

• We will not leave a comment in the case description.

• We will leave the comment on the BOA and 1VU >> "New Comment" Button.

• We will not initiate any calls for the customer before 10:00 AM and after 10:00 PM (Local timing for each country), if we need to get more information/clarification or confirm something with the customer we will only reply to his ticket.

• If we received a request after 10:00 PM, we can call the customer within 1 hour from receiving the request.

• If you are handling Arabic only or ( English Only For MBK Team only), we will follow the below steps to transfer the ticket to the queue which can handle the other language.

We must follow the below steps whenever we are sending any email via Salesforce:

1. Click on (Send Email).

2. Choose the correct email address for your department in the (From) field.

3. To: add the customer/partner email address.

4. BCC: add your email if needed, to receive the reply in your own inbox.

5. Fill in the email body and the subject.

6. Your signature must include your name and "Customer Care Team"

STOP

•Using other brands’ email addresses from the drop-down list, e.g Foodpanda.

• Using your own email address.

• If the customer is using Nicknames or irrelevant names such as "A A" we should not use the customer name in the email body and use "Dear Valued Customer".