Queues SLA

When sending any case to Escalations, please make sure to mention: Order ID / Customer Email / Contact Number & Description. 

IMPORTANT:

• We need to verify/confirm the number with the customer -that he will receive the call on- and add it in the description.

• we never inform the customer that he will be contacted by one of our managers instead we will inform him that the case has been escalated to the concerned team.

• For sending the case to escalations team, we will inform the customer that s/he will be contacted via phone call or email.

• If we sent a case to Refund & Validation to take the refund or the compensation action we must state the reason in the description.

Subject: Late Order or Missing or rude Driver Est…. (Clear Subject)

Description: must be clear and detailed.

Ex: If you have compensated the customer or not / If the restaurant was reachable or not, restaurant representative feedback, etc...