Embedded Files
Applied for all countries
Applied for all countries
Steps for Partial Refund from 1VU
Steps for Partial Refund from 1VU
Notes:
Customer will receive an SMS with the modification.
Order status should be Successful.
For the registered customers: they will get the partial refund amount through their Talabat Credit.
Non Registered customers: advise them to create an account and get back to us to proceed with the partial refund.
We will not offer Partial Refund for any KFG order, we will send the case to KFG and inform the customer to expect a call from the restaurant.
We can’t take the partial refund action for all the order items.
Expiry date is 12 months, and we don't have to mention it to the customer as they get an SMS.
We will send the case to Talabat Cases - Refund and Validation in the below scenarios:
Online paid order: Customer refused to get the refund to his Talabat Credit and wants to get it by bank.
If the missing item is part of a Combo meal. and we should mentioned the amount in the description - if we couldn't get the price for the item (restaurant unreachable and couldn't find the item price on the talabat website) we must mention in the description that we couldn't reach the restaurant and item price is not found on the website.
If the customer was partially refunded before (Auto-Partial Refund or manual) and deserves another partial refund.
If the customer paid in cash and refused to get the amount on Talabat Credit and the restaurant was unreachable or refused to cooperate, send Sales Force Case to Talabat Cases - Escalations.
Please follow the below template before sending the case to OSU (If needed):
Subject: Partial Refund
Description Must have the below points.
Order ID:
Item Name:
Refund amount:
Auto-Partial Refund
Auto-Partial Refund
Auto- Partial Refund: We are allowing users to get their partial refund instantly at submitting a case.
Auto Partial refund works across those flows: Missing Item, Wrong Item, Food quality issue.
It works across all verticals.
Users cannot get an instant refund and a non-live case will be created, if:
Refund is 40% or more of order value (Threshold rule).
Refund is higher than $X amount (Max. amount rule is defined per country).
Customer has an active refund non-live case for the same Contact Driver.
Customer has already got an instant partial refund for the same order (same or different reason/Contact Driver).
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