Vendors
Special Agreements

IMPORTANT: 

• Orders cannot be cancelled /refunded/ modified any customer without confirmation from KFG side.

• Based on the case scenario, we can take the compensation action without a confirmation from KFG side.

• If the customer contacted us for the 2nd time, check KFG reply and take the action based on their response.

  IMPORTANT: 

• Orders cannot be cancelled / refunded without confirmation from Americana side 

• If the order was already cancelled by Americana with cancellation reason "POS unkown reason" we need to check with Americana the reason of the cancellation and change the cancellation reason with the correct one.

• Based on the case scenario, we can take the compensation action without a confirmation from Americana side.

• When sending the email to Americana Egypt, (americanatalabat@gmail.com)  Please use "Talabat" in the email subject and make sure that the email body includes the below:

  • Customer phone number

  • Clear description of the case and issue

  • Order ID

•   We will not offer partial refund, cancellation or refund without confirmation from Americana Egypt side.

• If Americana Egypt replied that the order is cancelled, we need to cancel the order from BOA as well.

• Based on the case scenario, we can take the compensation action without a confirmation from Americana side.

• Americana team SLA: 3 to 5 min maximum. (Note: we will keep the customer on hold to wait for their response maximum of 2 holds).

• If the customer contacted us again, we must check their response in the previous email first.

• Hardee's, KFC & Pizza Hut Egypt: We will call this number 7549 without the country prefix and we will stop sending any emails.

McDonald's - Egypt

• Whenever we have a partial refund case, we MUST call McDonald's on this number 02 21600145 and inform them ONLY with the partial refund and will give those information only to Mc ( Order ID, Branch, Partial Amount, Item, and the reason ) 

Note: This applies only for following up on the order "Check Order Status"