General Rules

Salesforce

• We MUST resolve any open case on Salesforce by filling all the mandatory fields ( Order ID - Mobile Number - Customer Email ).

If the mandatory fields are already there "Mobile Number and the customer's email"  (even if it's not matching with the BOA), don't change it and leave it as it is.

• Close the case using the correct contact drivers.

• We never use (Escalate) button on SF under any circumstances: 

• We calculate the order delay (Short, Moderate, Severe or Extreme), from the Start Time on SF:

Back Office Application

• Document all the steps/details in the comments’ section in the BOA.

• Refresh the BOA every now and then to make sure no action was taken on the customer’s order by an agent from a different LOB.

• Check the order log history to have more insights for the order.

Verification: 

• If the customer was asking about an old order, verify 1 piece of information from the customer side; ex. order ID or restaurant name, order date/time, or total amount. 

Non-Order Related Cases

• No need to create a task on BOA.

Calling Customers Rules

If the customer requested to be contacted via phone cause he doesn’t want to chat, call him on spot and DON'T transfer the case to the SMEs nor send the case to Escalations Team.

General

• In any case, if the customer is requesting to file a complaint, we should send to the Escalations team.

• If the customer refused to wait for the Escalations team to contact him/her within 60 Mins and wants to contact a manager right now, check with the available TL/SME to contact the customer.

• If the customer asked to get the Restaurant/Rider's number, Inform the customer that he can find the number on the tracking page.

• We will not send any reminder to any tier 2 queues (Refund & Validation nor Escalations Team)

• If the customer received Unreachable SMS, we must check the comments on the BOA and inform the customer with the reason why we contact him and follow the requested process if needed.

• In case of cancellation cases, in case the ROP asked about the cancelation responsibility, we will inform the ROP to refer back to the AM. 

Picture & Attachements Rules

• The requested picture must be matched with the item name/type.

• If the customer informed us that s/he refused to receive the order and send it back with the driver we must call the driver/restaurant to confirm if they took the order back or not.

• If the customer informed us that he had thrown the order and can't get a picture, we will check the customer history and if s/he has a good history we will take the action following the case SOP, if the customer has a bad history, we will not take any action.