Compensation

Notes:

• For the non-registered customer, advise him / her to create account, and inform him / her to get back to us after creating the account to proceed with the compensation.

• Each country will have it's own compensation amount, triggered automatically on 1VU, as per this table:

Egypt New Compensation Amounts:

• We will start having new compensation amounts per reason for Egypt Only.

• Follow the below table

• Each customer have maximum number of compensation (3 Times / Month).

• An SMS is sent to the customer with the compensation amount and expiry duration.

• Expiry date is 14 days for any compensation ( Voucher), and we don't have to mention it to the customer as they get the SMS.

• If the customer reached the maximum compensations times per month, don't take an action and send the case to Refund & Validation, mentioning the amount as the above table.

• If a customer contacted us for an issue and we offered a compensation, and then he contacted us again for the same issue, we DON'T offer compensation again.

• We only offer/apply compensation if the SOP states to offer compensation (example: Late delivery / Marked as delivered, etc..) we will not offer compensation if the SOP does not state that we should offer compensation and we will take the action from 1VU for all countries.

• We should stick to the compensation amount shown on 1VU and NOT offer any extra amounts to the customers 

In all countries:

For ALL types of payment methods:

• We will apply compensation only via Wallet Voucher and no need to inform the customer with the Compensation T&C unless the customer asked.

Compensation Terms & Conditions "Only if the customer asked":

• Valid for 14 days.

• Applies on both cash and online orders

• Wallet Vouchers can be used in the application Only, NOT with Use Voucher Here filter only.

• Wallet Vouchers are available on talabat App ONLY, we should inform the customer.

• For Carriage Orders, We will take the compensation action from BOA, it is only available by Carriage Credit with a 14 days expiry date.

Auto Compensation: It's a proactive Compensation that is provided to the customer when he/she faces an Issue like late deliveries and customers will get their compensation in the shape of a Voucher Wallet. 

• It's applied in all countries except: KSA & Carriage Orders.

• the customer can claim compensation after 20 mins from the delay.