What's New

tPro Bahrain

• t-Pro is now launched in Bahrain - Soft Launching.

• Subscription Fees: 2.5BHD/Month or 24BHD/12 Months

• Benefits: Based on the MOV for each vertical, customer will get free delivery

UAE - New Recipe product of talabat mart to Pro customers 

• Now Pro customers can get the recipe they want, its ingredients, and cooking instructions from talabat mart

tPro Kuwait:

• We are sending physical invites to select customers in Kuwait. Any customer who received a physical invite and subscribes through it will receive a 1 month free trial instead of 15 day FT  via scanning the code

Bahrain Cancellation Policy:

• We' re back to normal, No cancellation fees will be deducted from the customers

Iraq Process - Redelivery Process:

• We will not offer redelivery action for Iraqi customers in case of Post delivery cases (Missing/wrong item, Bad food quality, etc...) even if the customer insisted on the redelivery.

T-PRO VIP SOPs:

• Starting Today, we will follow the VIP Process for any tPro Food Ordering Complaints Kuwait Only, without the double compensation.

Any Food Complaints across all Verticals (Food Delivery TMP& TGO/tMart/NFV/VIP)

• We will not direct the customer to send an email to Customer Care Team as all customers can now share pictures for the issue through the GHC tickets or Chat.

• Clarification: the 3 hours rule has been moved from the notes section and become a part from the process chart.

Any Food Complaints across all Verticals (Food Delivery TGO/tMart/NFV/VIP)

• Redelivery Action: We are back to take the redelivery action from our end, DON'T SEND THE CASE TO EXPO TEAM ANY MORE.

Refer a Friend

Troubleshooting steps have been added for customers (Existing or New) who didn't receive the voucher.

Pre-Ramadan tMart UAE Campaign:

• Pre-Ramadan tmart Campaign available in UAE only.

• Start Date 15 March End Date 21 March 

• Campaign information: customers can enjoy a 50% discount up to 75% discount from the total bill.

Live Chat General Rule:

• 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.

Campaigns Troubleshooting:

• Since the BOA is no longer showing any vouchers in the payment details, we will check the Invoice section on 1VU to know if the customer used a voucher or not.

Vendor Special Agreements - Americana Egypt:

• For any TGO brand, we will contact the branch directly.

• Wimpy is considered a TGO brand so we will contact the branch directly.

• Krispy Kreme & Baskin Ropins are Americana TGO brands so we will contact the branch directly.

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

• KFC TMP: We will call the contact center number 7549 without the country prefix and we will stop sending any emails.

• Americana SLA is from 3 to 5 mins.

ETA Stuck or Increasing - TGO:

• New Article.

Marked as delivered but didn't receive:

• If the customer informed us that s/he selected wrong address (or any case where the customer informed us that he made a mistake) and the order was completed, we must check the customer's history.

  • If the customer has a good history, follow the normal process by calling the driver and check where he dropped off the order.

  • If the customer has a bad history, we will not take any action.

Check Order status TGO:

• We will check the Hurrier as a mandatory step before informing the customer that the order is still within delivery time to make sure that there's no issues with the order.

t-Pro Qatar:

• New Multi-User plan has been launched.

• New Customers can choose between:

  • •  A short-term 1-month plan =  40 QR per month.

    • A longer-term 12-month plan = 360 QR for 12 months.

T-Rewards:

• The service has been launched in Bahrain for 25% of customers.

• Customers earn 20 points for every 1 BD paid on the Talabat platform. they can use the collected points to redeem vouchers which they can later use with our partners or on our menus in the application.

Cancel Request TMP & TGO

• If the customer left the chat before the confirmation or stated the reason we MUST call the customer (Mandatory Step), and if the customer didn't answer we will not cancel the order.

• If the customer refused to provide us with the cancellation reason, we MUST check if there was any delay for the order, the cancellation reason in this case is:

(Fake Order / if the order is within delivery time) OR (Late Delivery /we will follow the late delivery process)

• We MUST try to retain the customer by offering solutions that can prevent him from cancelling the order.

Contact Drivers:

• We will stop using the below contact drivers until further notice

  • Post Delivery >> Food Issue >> Bad flavor / Melted / Frozen / Fungi / Pests found / Chocolate issue / Bad odour

  • Post Delivery >> Item Issue >> Near expiry date / Poor filling / Label issues

Data Protection Inquiry

• We were alerted by the Qatari Cyber Security Authority of a talabat helpdesk data leak. This resulted in certain data being leaked and available on the Dark Web for anyone to download. 

• The data contains customer names, phone numbers (in some instances) and email addresses. However, no banking or financial data has been leaked. 

• The leak is limited to talabat data only and covers all markets we are operational in. 

• We will use ONLY the attached scripts

Customer Cancellation Policy

• Introducing the cancellation policy, we will start to apply fees whenever the customer asks to cancel his/her order; Having a cancellation policy will help us to control and reduce cancellations.

• The policy is applied in Bahrain, Food Deliveries (TMP & TGO) and Online Paid orders only.

t-Pro

t-Pro Qatar

• t-Pro is now launched in Qatar.

• Subscription Fees: 40 QR/Month

• Membership is available for Qatar customers - Soft Launch.

• Benefits: For every order with a  basket value of (order start from) 60 QR and above for All Verticals, the customer will get:

1. Free Delivery.

Missing Items - TMP:

• Important Note: If the vendor informed us that they didn't deliver the order yet, we will inform the customer that the restaurant is still preparing the order 

Blocked Account/Device

Shield Process

• If the customer was blocked by Shield and insisted on escalating the case to Escalation Team, we will inform the customer that s/he will be contacted within 1 hour via Email (Not via call).

Groceries Cancellation Request

tMart Cancellation Request

• In case the cancellation reason is an Unavailable Item, we will ask the store to hide the item from their end. We will not take the hide action from our end. 

tMart Missing Items

tMart Wrong Items

tMart Bad Food Quality

tMart Wrong Order

• For Egypt, In all scenarios, we will offer Compensation - Excluding the bad behavior cases.

Queues SLA:

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

Groceries - Difference in order amount

• New Article

Pickup

• Cash payment method is now available in Egypt.

Cancel Order Request - TMP

• If the vendor didn't answer, Check if the customer knows what item is not available:

  • Customer is aware, cancel the order from BOA.

  • Customer is not aware, cancel the order from 1VU

Cancel Order Request - TGO

• In case the cancellation reason is Unavailable Item, we should mark the items from BOA to hide them, follow this article to know the steps on how to mark the items as unavailable.

tDine Bahrain

• Service is not available anymore in Bahrain 

Prescription

• New vertical where customers can order their prescriptions through talabat application using their own medical cards. 

• If we found a Pharmacy order under the vendor Name Aster, or the customer said he placed a pharmacy/prescription order and we couldn't find the order on BOA, we will inform the customer that s/he will be contacted via phone within the next 20 to 30 mins maximum and fill out this form

t-Mart Wrong Items

• No need to ask the customer if the product was sealed or not in case tMart wrong items.

t-Pro

Customer didn't get the Free trial

• New Article in case the customer didn't get his/her 14 days free trial for tPro.

Refer A Friend

• New Article, customers can refer their friends to join the app and gets voucher with 60 AED.

Shield Process

• If the order was cancelled by Shield, we can use this link to get the needed scripts based on the Shield rule

Live Chat - General Rules:

• 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.

Late Delivery TGO

Request to Cancel the order - TGO

Marked as delivered

NFV Late Delivery

t-Mart Late Delivery

t-Mart Marked as delivered

VIP Late Delivery

VIP Marked as delivered

• If the order will be canceled, we need to call the restaurant/store and inform them about the cancellation.

PickUp Missing Item

PickUp Wrong Item

PickUp Bad Food Quality

PickUp Wrong Order

• If the restaurant was unreachable or refused to cooperate, we will check the customer's history and if the customer has a good history we will take the action if the customer doesn't have a good history we will not take the action.

• If the customer requested to get a replacement, we will ask the restaurant to prepare a new item/order, and if they agreed we will advise the customer that he can collect the item from the restaurant location.

PickUp Voucher Not Applied:

• For any vouchers not applied to this Pickup order, we will send the case to Refund & Validation team to compensate the customer with the difference in the order amount.

Compensation:

• We can compensate the customers from our end if the SOP states that we should compensate the customer only.

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

Vendor Special Agreement:

• Americana Egypt:

  • Kindly be informed that Wimpy is one of Americana Egypt Restaurants, so we will follow the exact communication process.

Groceries Unavailable Menu Item:

• New feature will notify the customer that the item is out of stock and s/he can choose a replacement from the app directly.

Qatar World Cup:

• SOPs will be divided into Existing Customers & New Customers (Tourists).

• For Existing Customers, we will follow the same procedure when handling any kind of complaints.

• For New Customers, we will follow the same procedure but we will exclude the manual compensation part.

• Late Delivery Cases, if the customer's location is near the staduims we will not offer/apply compensation.

Cancellation Reasons

• Major updates on lots of cancellation reasons, check the sheet "highlighted in light red".

t-Rewards Kuwait Full launching:

• • Starting today (17th of October), Rewards will be launched in Kuwait for 100% of customers.

  • Redeeming points to talabat credit is not available anymore as the customers will enjoy the same benefits as UAE as below:

    • Customers earn 15 points for every 1KD spent on all transactions on talabat

    • Non-pro customers get access to a rewards catalogue with multiple redemption options:

      1. 1. Free delivery on pro vendors

         2. Raffles

         3. Lifestyle rewards

    • Pro customers get access to an exclusive rewards catalogue with exclusive deals:

      1. 1. Free delivery on non-pro vendors

         2. Raffles

         3. Exclusive lifestyle rewards

  • For the existing talabat credit, customers can use them normally with their next orders.

  • We will follow the same t-Rewards UAE SOPs.

Modify Order - TMP

• Process Flow has been updated, first we need to check the modification requested:

  • Increase: we will apologize to the customer as we cannot add items to online orders.

  • Decrease: we can take the partial refund action using "Item Unavailable for PickUp"

• No need to check if the order was pick up first or not.

Wrong Item - TMP

Wrong Item - TGO

• If the customer informed us that he received a wrong item and after investigation, we found that the customer received the correct item as he ordered but informed that he placed it by mistake and he used to place the order with this item we will:

  • • Check the previous 3 orders from the same restaurant and check if the items that the customer selected are repetitive.

    • If the customer used to order this item and he mistakenly ordered another item, we will call the restaurant and inform them with cancellation for this item.

    • We will take the action in all scenarios (Restaurant answered or not) as long it's the customer's first time committing this mistake.

    • If the customer informed us that he already communicated with the restaurant and the restaurant agreed on the cancellation, we will call the restaurant and confirm the cancellation.

FOBI Full Order - TMP 

FOBI Full Order - TGO

Bad Food Quality - TMP

Bad Food Quality - TGO

• The 3 hours rule is not applied in the FOBI Cases if the customer has a good history.

Late Delivery - TGO

• If the compensation was not added automatically, Send SalesForce case to Refund & Validation Team for all 5 countries where we stopped compensation and take the action for the rest of the countries.

• If the customer requested to cancel the order and it was on Extreme delay (according to the TGO delay threshold), try to retain the customer, if the customer insisted to cancel, add compensation first for the countries we allowing the compensation or send Salesforce case for the all countries where we stopped the compensation (if it was not compensated already), and take the cancellation action.

Missing Items - TMP

Missing Items - TGO

Missing Items - tMart

• If the customer complained that the missing item is a free gift (Buy one get one), we will compensate the customer (D o Not Offer Partial Refund)

Missing Items - TMP

• Contact Drivers:

• 1st Contact: Missing Item: Post Delivery --> Wrong/Missing Item --> Missing Item.

• 2nd Contact: Follow Up on existing Case: Across Journey --> Information Request --> Follow Up on exsiting case

• Customer has a bad history: Post Delivery --> Payments & Refunds --> Fraud

GHC

Call Timings:

• We will not initiate any calls for the customer before 10:00 AM (Local timing for each country) .

Documentation:

• We will not leave a comment in the case description.

• We will leave the comment on the BOA and 1VU >> "New Comment" Button.

Abbreviations: 

• OT = Offline Ticket.

• Rest = Restaurant

Partial Refund:

• We will take the action from 1VU Only.

• If the customer got the partial refund from the Auto-Partial refund or a previous agent and the customer deserves another partial refund, we will send Salesforce case to Refund & Validation.

Vendor Special Agreement:

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

Pick Up:

• Customers can enjoy discounts up to 30% off except Egypt as customers will enjoy 10% discount.

• How to identify Pick Up Order, From 1VU >> Order Section >> You can find Pick Up Flag.

 Pick Up - Change from Pickup to Delivery:

• If the customer wasn't aware that's a Pickup order: Changed Mind - No Reason 

Pickup - Voucher not applied

Pick Up - Pending PickUp Orders

• New Articles

tRewards - Loyalty Program:

• New SOPs Added for the tRewards.

  • Order Canceled or Incomplete and Customer Lost the Voucher.

  • Redeemed Voucher and is not appearing on the Checkout page (Error).

  • Life Style Voucher Issue.

• We will NOT inform the customer to send an email to trewards@talabat.com or Customercare@talabat.com

VIP Scripts:

• PLEASE USE THE VIP SCRIPTS ONLY WHILE REPLYING TO ANY VIP CUSTOMER.

TGO Pending Cases:

• If the vendor cannot see the order on the system, we will add 1 min to the delivery time on Hurrier.

Cancel Request - TMP

Cancel Request - TGO

• Fraud Cancellation:

  • If we found a comment that the form was already filled by a previous agent, no need to call the customer again and no need to fill out the form.

Missing Items - TMP: 

Missing Items - TGO:

• If the customer complained that the Utensils (Spoon, Fork, etc...), we will compensate the customer (Do Not Offer Partial Refund)

Late Delivery - TGO:

• We will stop informing the customer to compensate himself from the Application (In-App Compensation) and Customers will be auto-compensated if the order was delayed for more than the threshold for each country.

t-Pro Kuwait:

• Our new coffee partner will be Costa Cofee instead of The Coffee Bean & Tea Leaf. 

Cancel Request - TMP

Cancel Request - TGO

Wrong Order - TMP

Wrong Order - TGO

Bad Food Quality (Full Order) - TMP

Bad Food Quality (Full Order) - TGO

Missing/Wrong Items - TMP

Missing/Wrong Items - TGO

Bad Food Quality Items - TMP

Bad Food Quality Items - TGO

Groceries Cancellation

• If the customer raised the issue / send a picture via GHC or the Customer Care Email within the first 3 hours, we will follow the normal process.

Refund Process:

• If Oman order got canceled from Restaurant Side - Logistics - Automatically, the amount will be refunded automatically to the source.

 (i.e. if the order was paid Online, the amount will be refunded to the bank account, If the amount was paid by Talabat Credit, the amount will be refunded automatically to the customer's talabat account)

t-Pro UAE:

• Subscription Fees has been reduced from 39 AED to 29 AED.

• New article for UAE New Subscription Fees, please follow this link

• New Benefit Added: Free coffee on dine-in or Pick-Up: 4 Free coffees every month when customer visits Tim Hortons. (One Free Coffee per day).

• Service fee is now included based on the basket value of the order. 

• The Free Month for the selected customers has ended and removed.

Vendor Special Agreement:

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 ) 

Rider Tipping:

• Service is now available in Oman, Jordan, KSA & Qatar

Cancellation Reasons:

• If the customer wants to cancel as he was testing something, we will cancel the order with Fake Order Cancellation Reason.

• If the customer wants to reorder, we will cancel the order with Order Modification Not Possible cancellation reason.

TGO Late Delivery:

• If the customer received the order before he/she applied the compensation from the application, we will check if the customer was compensated from the Log History and if the customer didn't get the compensation we will send the case to Refund & Validation.

• If the customer couldn't find the compensation button on the tracking page we will ask the customer to send a screenshot and send a salesforce case to Refund & Validation

Pending Cases TGO - Duplicate Scenario:

• If the 1st order was cancelled (Either by Customer, Vendor Or Talabat), we will send the 2nd order from BOA NOT from Hurrier and no need to call the restaurant.

• When we check the 2nd order from Hurrier we will face an error (Order is not found) that's because the 2nd order is still pending on BOA and needs to be sent through BOA first.

• After sending the order to the restaurant we Must refresh the BOA and then check the Hurrier again where we will find the order has been sent to Hurrier.

• We will inform the customer that we've sent the order to the restaurant and inform him/her with the Promised Delivery Time on BOA.

Refund Process:

• Oman Refund Process: We will ask the customer if he wishes to get the refund back to his bank account or talabat credit and we will take the action from the BOA based on customer's desire.

Late Delivery - TMP:

• If the customer left the chat and the order was delayed for more than 45 Mins, compensate the customer.

Wrong Item - TMP

Wrong Item - TGO

Missing Item - TMP

Missing Item - TGO

• For Egypt, we will offer compensation in all scenario, exclude the bad history cases.

Marked as delivered

• If the driver delivered the order to the correct address, we need to confirm the registered address with the customer.

Partial Refund:

• In case of compo meals, we will send a case to Refund & Validation Team.

General Rules

• 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.

Prefixes:

• International Numbers: If we found that the customer is using an international number we MUST check if the number is from one of the other countries that we serve below, we will remove the country code and dial the number using the original country prefix

Double Deduction:

• We will advise the customer that if the amount has been deducted, it will be refunded within 5 to 7 working days.

• If the customer contacted us after the 7 days and the amount is still not refunded, we will send a Salesforce case to refund and validation.

• The above process is applied for all countries.

Compensation:

• We are not compensating or even offering compensation for: Oman / Qatar / Bahrain / Jordan / KSA .

• Wallet Voucher is only working on the application not the website.

• In-App & Auto Compensation time frame has been added.

Delivery Instructions - TGO:

• If the Cst has 2 orders and he contacted us and asked us to deliver both orders with the same rider, check the hurrier and see if the order is assigned to 2 drivers:

  • If yes, Inform the customer that the order is assigned to 2 drivers.

  • If not, Apologize to the customer and inform him that we will not be able to assign 2 drivers

VIP SOPs:

• Another way to identify if the customer is a VIP customer or not, we will find the word [VIP] before the customer's name on BOA & SF.

• Restaurants can also know that this customer is a VIP by finding the word [VIP] before the customer's name.

VIP General Rules:

• Rider call trials: 3 times within 2 mins.

Marketing Escalation Process:

• If the customer didn't get his voucher back after the SLA, send Salesforce case to refund and validation

• Contact Driver: Across Journey >> Voucher Issue >> Voucher not received

Pick Up SOPs:

• Customers can enjoy a discount of 30%.

• Contact Drivers & Cancellation reasons have been added to each Pick-Up Article.

Pick-Up Late Preparation:

• If the order was extremely delayed, we will follow the normal compensation process.

Pick-Up Restaurant refused to prepare the order:

• Try to educate the vendor on how to differentiate between Pick-Up Order and Delivery Order.

t-Mart Missing Items

t-Mart Wrong Items

• If we will take a partial refund action and we couldn't reach the store or the amount was less than the threshold, we will fill out the t-Mart Post delivery form

Groceries Cancellation

• If the order passed 6 hours we will not cancel the order, if the customer requested to raise a complaint send a Salesforce case to Escalations Team.

Electronics - All Countries

TGO Pending Cases

Money Collection Issue - TMP

Mark the order successful

Missing/Incorrect Invoice

Rider Tipping

• New Articles

Cancel Request - TMP

Cancel Request - TGO

Wrong Order - TMP

Wrong Order - TGO

Bad Food Quality (Full Order) - TMP

Bad Food Quality (Full Order) - TGO

Missing/Wrong Items - TMP

Missing/Wrong Items - TGO

Bad Food Quality Items - TMP

Bad Food Quality Items - TGO

• If the customer raised the issue / send a picture via GHC or the Customer Care Email within the first 6 hours, we will follow the normal process

BNPL

• The feature is now available for the TMP orders.

TGO Missing Items - t-Mart Missing Items:

• Before we take any action, please make sure that the order has been delivered (Completed) on Hurrier.

• Contact Drivers:

• 1st Contact: Missing Item: Post Delivery --> Wrong/Missing Item --> Missing Item.

• 2nd Contact: Follow Up on existing Case: Across Journey --> Information Request --> Follow Up on exsiting case

• Customer has a bad history: Post Delivery --> Payments & Refunds --> Fraud

t-Mart Missing Items:

• If the order was already modified from the store side, Leave a clear comment using "Unavailable Item" keyword.

• Order Was already Modified Contact Drivers: Post Delivery --> Wrong/Missing Item --> Issue with the replacement process

t-Mart Marked as delivered

• For Tobacco Jordan, If the customer complained that he didn't receive the tobacco check the Hurrier for the prof of delivery as below:

1- Log into Hurrier.

2- Click on Proof of Delivery.

3- A picture for the customer's location/address that was took by the driver will be downloaded.

4- Check if the driver delivered the order to the correct address or not.

• If Yes, Don't Cancel the order.

• If No, Call the store and inform them with the issue (Don't cancel until we get the store's confirmation).

Cancellation Reasons Reallocation

• New sheet for the cancellation reasons with the new defenitions reallocation 

Compensation:

• Wallet Voucher can be used on both talabat application & website.

• In-App compensation is now available in Egypt & Iraq.

Cancel Request - TMP

Cancel Request - TGO

Wrong Order - TMP

Wrong Order - TGO

Bad Food Quality (Full Order) - TMP

Bad Food Quality (Full Order) - TGO

• If the order passed 6 hours we will not cancel the order, if the customer requested to raise a complaint send a Salesforce case to Escalations Team.

Missing/Wrong Items - TMP

Missing/Wrong Items - TGO

Bad Food Quality Items - TMP

Bad Food Quality Items - TGO

• If the order passed 6 hours we will not partially refund the order, if the customer requested to raise a complaint send a Salesforce case to Escalations Team.

Late Delivery - TGO

• If the customer didn't get the Auto-Compensation after the 30 Mins delay, direct the customer to claim his in-app compensation 

  • • 1. • If the customer faced an error while redeeming the voucher from the application, ask the customer to share a screenshot of the error and send a salesforce case to Refund & Validation.

         • If this is the second time that the customer contact us for the voucher, Contact Driver will be: Voucher Request.

Prefixes

• Egypt: Use 10 while dialing any hotline number.

Vendor Special Agreement

• Kindly be informed that Fley Fley is one of KFG's Restaurants, so we will follow the exact communication process.

Marked as delivered

• If the customer used a voucher and the order was paid in cash, send a salesforce to Refund & Validation team without canceling the order.

  • If this is the second time that the customer contact us for the voucher, Contact Driver will be: Voucher Request.

Add Delivery Instructions - TGO

• New article for adding delivery instructions.

Late Delivery TGO:

• Customer will be auto-compensated if the order was delayed for more than 30 Mins.

• If the customer didn't get the Auto-Compensation after the 30 Mins delay, take the compensation, using Extreme Delay Compensation Reason.

• If the driver answered and informed us that he's waiting for the restaurant to prepare the order, Call the restaurant to verify the rider's feedback and to know the ETA for the order to be prepared.

• How to differentiate between delay from restaurant & delay from driver

Items Availability:

• Steps has been added on how we can get the vendor's number from BOA

Compensation:

Egypt New Compensation Amounts:

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

• We will follow Egypt New Compensation Amounts: Link

Abbreviations:

We added the below abbreviations:

ETA: Estimated Time Arrival

RNA: Can be used for both Restaurant & Rider.

t-Mart Missing/Wrong Items

t-Mart Bad Food Quality Items

t-Mart Wrong Order 

• We will consider Tobacco Products as Valuable Items and we will contact the store to inform them with the customer's issue.

t-Mart Missing/Wrong Items

• We will ask the customer if the package was delivered sealed or not.

t-Mart Missing/Wrong Items

t-Mart Bad Food Quality Items

• Iraq threshold is 10.000 IQD

Tobacco SOPs

• Tobacco Products are now available in Jordan and the legal age to sell tobacco products in Jordan is 19 years old as per the applicable laws and regulations in Jordan.

Service Fees

• We are changing how our fees work. These fees are an essential part of maintaining an amazing experience for the entire ecosystem that uses the talabat app including riders, vendors and customers.

• All fees are clearly split in the app to provide customers with more clarity and details on how much they’re charged and the definition of each fee, before confirming their order

Late Delivery - TGO:

• Auto-Compensation is not available with Carraige Orders and we will take the compensation action manually if the order is delayed for more than 45 Mins.

Incomplete

t-Mart Voucher Incomplete:

• If the customer wasn't aware that the order status was Incomplete then we will use: Online Payment Issue Contact Driver

• Customer aware that the order status was Incomplete and asking for the voucher then we will use: Across Journey >> Voucher Issue >> Voucher already used Contact Driver.

t-Pro Kuwait (Free Coffee):

• Each coffee can cost up to KD 2.

Pick-Up restaurant refused to hand over the order:

•  New Process in case the vendor refused to give the order to the customer.

VIP - General Rules:

• VIP Following Up on Existing Case: If the customer contacted us for the 2nd time and the case was already submitted on the Follow Up Form, No need to fill out the form again try to solve the customer's issue and we succeeded, we will leave a clear comment that the case has been handled, and the correct CD will be Following Up on existing case, if the customer contacted us for a different issue, then the CD will be based on the root cause. 

• If the VIP customer was already compensated, no need to apply the compensation again and inform the customer that he/she was already compensated.

VIP - Late Order TMP & TGO:

• If the customer requested to cancel the order, try to retain the customer, if the customer insisted to cancel, add VIP compensation first and take the cancellation action.

VIP - Check Order Status - TGO:

• If the order is still In-Progress,less than 5 Mins and the customer insisted to call the restaurant, check if the order was already sent to the restaurant or not:

  • If yes, Call the Restaurant

  • If No, Fill out the Follow-Up form and inform the customer that he will be contacted within 10 Mins.

Compensation:

• New Compensation amount for Egypt, Bahrain & Jordan

  • Egypt: 15 EGP

  • Bahrain: 1 BHD

  • Jordan: 1 JOD

Refund Process:

• New Payment method is now available in Qatar called QPay "Debit Card" and the bank refund SLA for it is from 7 to 21 Days.

• Carriage Refund: Must inform the customer with Carraige Credit Terms & Conditions.

Queues SLA:

• Customer Care Email Team new SLA is 4 Hrs.

BUY Now PAY Later (BNPL):

• Customer has an issue with the BNPL payment, we will advise the customer to send an email to Customer Care Email.

Account Deletion:

• Customers now can delete their accounts from the app directly.

• Feature is available in UAE - Jordan & Oman.

General Rules:

• 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.

Blocked Account/Device

Marketing Escalation Process

• Shield Cancelled Orders, If the order only cancelled by shield for violating voucher Terms & Conditions it can be identified from the BOA >> Order Log History as below and we will follow the Fake Order - Shield Order Cancelled from Shield  due to Voucher policy violation Process

• If the account got blocked, it can be identified from the BOA >> Order Log History as below and we will follow the Blocked Account/Device Process

Blocked Account/Device

Refund Fraud:

• Very Important: WE DON’T TAKE ANY BLOCKING ACTION FROM OUR END, ANY BLOCKING ACTION FROM YOUR END WILL PUT YOU UNDER INVESTIGATION

Vendor Special Agreements:

• Americana Kuwait Communication, follow the below steps to help you to reach Americana Kuwait direct to save your AHT waiting for the IVR and avoid any wrong requeue. 

TMP: 

1. We will call the number with country key  5022230843 .

2. Press 4 .

3. Then press  2  .

4.  Americana Customer Service Agents will answer direct.

TGO: We will call the branch directly (not the number 5022230843).

Compensation

Late Delivery - TGO

t-Mart Late Delivery :

• Auto Compensation is now available in Egypt & Iraq, so if the order delayed for more than 45 mins we will advise the customer that he/she will be compensated automatically.

Incomplete Orders:

• All deducted KNet orders are being refunded within 3 Working Days.

VIP - General Rules:

• If we couldn't find the VIP Compensation Reason on 1VU, we will take the VIP Compensation from BOA.

Contact Drivers:

• Other Live Order Inquiry: Not to be used unless the customer inquiry was not mentioned in the exsiting Contact Drivers (EX: When the customer thought that he has an order but he hasn't ).

• Customer requested to cancel his/her order and they received the order within the chat or we handled the customer and didn't cancel it, We will close the case based on the Case Scenario. EX: Check Order Status / Address / Food Items, etc...

• Delivery Instructions: customer want the order Fast 

• Cooking Instructions: customer want the order Hot

Missing / Wrong Item - TMP

Missing / Wrong Item - TGO

t-Mart Missing/wrong Item

Bad Food Quality - TMP

Bad Food Quality - TGO

t-Mart Bad Food Quality

Wrong Order - TMP

Wrong Order - TGO

t-Mart Wrong Order

Never Delivered TMP

Never Delivered TGO

• Checking the Customer Criteria:

The customer has a history of many cancelled orders - Partially Refunded Orders.

You can check them from BOA >> Missing Items Button >> Refund History.

Criteria :

• • Customer doesn't have more than 3 orders cancelled within the last 24 Hrs up to 1 Week.

• Customer doesn't have more than 5 orders cancelled within a month.

  • Customer doesn't have more than 3 partially refunded orders within the last 24 Hrs up to 1 Week.

• Customer doesn't have more than 5 partially refunded orders within a month.

Wrong Item - TMP

Wrong Item - TGO

• If the customer couldn't share the picture, we will advise him/her to send an email to Customer Care

t-Pro:

• New customers will enjoy 14 days of free trials and they will be able to enjoy the t-Pro benefits, On the last day of the trial, t-Pro customers will be charged 39 AED and will be renewed every month afterward, unless they stop their auto-renewal. 

t-Mart Call Trials:

• Call the store 3 trials, 30 seconds dialing.

• While communicating with a store, take the Store operator’s name (Picker Name) and add it in the comments.

t-Mart Bad Food Quality:

• New process for the t-Mart bad Food Quality Cases.

Late Delivery - TGO:

• Auto-Compensation is applied for all countries except for: Egypt - Iraq - KSA, so we will take the compensation action if the order was delayed for more than 45 Mins.

Compensation:

• Egypt's Compensation amount is 10 EGP.

Wrong Order TMP

Wrong Order TGO

Bad Food Quality (Full Order) TMP

Bad Food Quality (Full Order) TGO

t-Mart Wrong Order

• If the order was paid in cash and we need to cancel the order, we will apply compensation, cancel the order and send Salesforce case to Refund & Validation mentioning the order amount in the description.

Call Trials:

• If the call dropped while calling the restaurant/customer, we MUST call them back again.

Abbreviations:

• We can use the below abbreviations while documenting the case on BOA or SF

R&V >> Refund ana Validation

FUT >> Follow Up Team

Follow Up on Existing Case:

• If the customer sent an email with the picture and if the case needs to be sent to the refund & Validation team, we MUST leave a clear comment that the customer sent an email with the picture and mentioned the customer email ID and its case number in the description.

Marked as delivered - TGO:

• New Process to be followed for the Marked as delivered TGO Cases

Following Up on existing case:

• For Food Quality Cases & Wrong Items/Order: If the customer is following up with us after he/she sends an email to customer care with the screenshot, ask the customer for his/her email and search for the customer's email, check the attachment and follow the normal process for this case.

talabat Application Technical Issue:

• Steps to be followed in case the customer is facing a technical issue while using the application

Pick-Up SOPs (Pick-Up Team / In-House only):

• Pick Up is a new vertical where the customer place an order through the app and then go to the merchant to collect it. 

GEM SOPs:

Conditions:

• Customers that are registered on our platform within the same day of signing up.

• GEM of a restaurant is shown to a customer that has never ordered from that restaurant or ordered for the last time more than 90 days ago.

• The customer will be shown one or several restaurants that participate in this offer (Maximum 30 restaurants), the customer simply must select one of those restaurants.

• When a customer uses GEM offer, they have 25 minutes to finalize the order. 

• Each customer might see GEM every 30 min. and max. 8 offers/day.

Incomplete Cases: 

• We will no longer send the case to Refund and validation team, we will check the order date

• If it's less than 7 working days, we will advise the customer that the amount will be refunded automatically within the next 5 to 7 working days.

• If it's more than 7 working days, we will send the case to refund and validation team and advise the customer that he/she will be contacted within the next 24 hours.

Customer unable to subscribe to tpro

t-Pro Cancellation & Refund

Customer didn't get the t-pro benefits

Customer cannot renew the subscription

• We will fill out t-Pro Escalations form instead of sending an email to the t-Pro team in any scenario requires to escalate the case to them and we will advise the customer that he/she will be contacted via email within the next 24 hours.

Tmart Wrong Item:

• In case the store asked to get the item back and send another one to the customer, we will inform the customer with the stores feedback

• Customer agreed, take the redelivery action and apply compensation

• Customer didn't agree, we will apply partial refund and compensation and inform the customer to expect a call from a rider to collect the wrong item, and we will inform the store to take te action from their end.

Tmart Content Issue:

• If the customer complained that the item was written by mistake on the app, we will fill out the t-Mart Content Issue Form

Compensation:

Qatar's Compensation amount is 10 QR.

COVID-19 Process

we do not send the case to "Talabat - Covid-19 Team" queue anymore, we send it to the Escalations team.

Items Availability

Restaurant Status

Following Up on existing case

New SOPs for the customer's general inquiries, follow the links to know how to handle this type of inquiries.

Vendor Special Agreement - KFG:

Kindly be informed that Wing Street is one of KFG's Restaurants, so we will follow the exact communication process.

Compensation:

We have updated the compensation amounts for each country. ​

Harassment / Critical Cases:

• Sexual Harassment:

Verbally harass the customer or sending him flirting or sexual messages or content

We will ask the customer for a screenshot of the conversation if the rider reached the customer via messages - If possible.

• Physical Harassment:

Touch the customer in a sexual way or physical fight with the customer, made abusive signs with his body, spit, entering a place or the customer’s house without approval.

• Rider Stealing:

Stealing the customer possessions, (Not related to order or money collection issues, in these scenarios agent should send the case to the escalations without filling the form)

• Rider Accident:

hit the customer or his car, not related to order cancellation, reckless driving.

• Verbal Abuse:

Using curse words with the customer (for minor behavior like rude behavior, getting lost, yelling or hanging the call, the agent should send the case to the escalations without filling the form).

• Involved in any violence wearing the company's uniform:

Drunk driving during delivering the order, Streetfight, entering a place or the customer’s house without approval, or cause damages to private or public property.

Protest while wearing the company’s uniform

• Food Poisoning:

Customer went to the hospital due to food poisoning, (For food quality and minor issues, the agent shall transfer the case to the escalations team).

Loyalty Program

What is Loyalty Program and how the customer can redeem the points. 

Successful & Failed Trials

The internal message “all circuits are busy now”, we will try to call the number again and if we faced the same message it will be considered a successful trial.

Late Delivery - TGO

If the rider is unreachable check if the order was picked up or not

Before Pick Up:

Check the Hurrier and advise the customer with the order Location as below:

Dispatching: We are working on assigning a rider to the order.

Courier Notified: A rider has been assigned to the order.

Accepted: Rider accepted the order and on his way to the restaurant to pick up the order.

Near Pick Up: Rider is near the restaurant to pick up the order and deliver it to the customer.

Waiting at Pick up: Rider is at the restaurant location and waiting for the order to be prepared

After Pick up: We will follow the normal process.

Speed Delivery / Right Away Guarantee

In order to give our customers a better experience, The Right Away Guarantee vendors whose orders are delayed by more than 10 mins we will roll out compensation to the customer for 30AED (expiring in 14 days), follow the Right Away Guarantee Article to get to know the new process. 

Contact Drivers Sheet:

• Order will not be processed: The customer wants to check the order status and the vendor cannot proceed with the order - Order Declined by the Restaurant or by Talabat 

• Order not assigned to a rider: If the CST wants to check the order and it is long dispatching regardless of the delivery time (order still on dispatched and NOT accepted by Rider) 

• Other live order inquiry: When the customer thought that he has order but he hasn't / customer want the order hot and fast 

• Food portion: Customer received an extra item 

• Wallet issue: customer asked about expired TC 

• Follow up on existing case: Customer was promised to get a Compensation/Partial Refund but the action was not taken 

Wrong Order -  Bad Food Quality (Full Order) TMP: 

• Contact Driver - In case of Cancellation: Live Order Process -> Cancellation -> Complaint: Partner cancellation.

Wrong Order  - Bad Food Quality (Full Order) TGO :

• Contact Driver - In case of cancellation: 

If it's the Restaurant Mistake: Live Order Process -> Cancellation -> Complaint: Partner cancellation.

If it's the Rider's Mistake: Live Order Process -> Cancellation -> Complaint: logistics cancellation.

1 VU - Cancellation

• Check the Hurrier to make sure that the cancellation action is reflected on Hurrier, if it's not reflected, take the action from Hurrier again

Customer Care Email Address:

• Iraq Email Address: Customercare.iraq@talabat.com

KSA New Restaurant Joining: 

• Fill out this form and ask the partner to wait for our call as we will contact him ASAP.

Check Order Status & Late Delivery TMP & TGO (Track Script)

• No need to use the Track Scripts with the non-registered & Carriage Customers.

General Rules:

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

Pre-Order Delivery Time Modification

• We will take the action from 1VU

Pharmacies Disclaimer

• • Any Pharmacies purchased products through Talabat are not eligible for refund or exchange.

  • Talabat return policy applies to wrong or damaged goods only and we will call the pharmacy to inform them about CST’s issue.

  • Medicines are not given to people under the age of 18.

this policy is applied and visible on the app/website for the customers as well so they are notified

1 View (1VU)

• New article for the 1VU application

Check Order Status TMP / TGO

• We will no longer use Track Order Script, instead, we will inform the customer that the order is within delivery time and advise him with the remaining delivery time.

Harassment Cases

• Rider accident means that the rider hit the customer or his car, not related to order cancellation 

Prefixes Sheet

• we've created a new Prefixes sheet that will help you to get the country's code faster and easier.

T-mart Vouchers Incomplete

• Customer contacted us to complaint about a voucher that was already used while the order status was (Cancelled or Incomplete), we will fill out this form and leave a clear comment on BOA.

Order Modification TGO - Cancellation Reason

• Cancellation Reason is now updated >> Change Mind - Mistake / Error.

General Rules:

• If the customer is calling to follow up on an existing case, 

> If there is no reply (SF Case still new or In-progress), send a reminder on the case and DON'T create a new one.

> If the case was already Resolved but without any reply create a new case mentioning the old case number in the description.

Wrong/Missing Item - TGO

We should call the restaurant to inform that we will offer partial refund.

Incomplete Payments

We will go back to the Incomplete Old Process.

• For All Countries: Send the case to R & V team and advise the customer that we will contact him within 24 hours to inform him whether the amount has been deducted or not.

General Rules 

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.

General Rules

Calling Customers Rules

If the customer requested to be contacted via phone cause he doesn’t want to chat:

•  Don't send the case to Escalations Team.

• Try to help the customer through the chat using this script (added in the scripts sheet).

"We are more than happy to assist you.

We advise if you can share with us your inquiry through the chat and we will be more than glad to help you."

• If the customer insisted, inform them that they will receive a call within 5 - 10 min.

"Rest assured we are here to help you.

I am sending to our concerned department and you will receive a call within 5 - 10 min."

• SMEs/Support will be handling the case.

TGO Address Modification

• There is no need to call the courier nor send a case to TGO, as the courier gets a notification once the address is modified.

Modify Order - TGO

• New Total amount to be added to (Special Instructions) field on Hurrier

• There is no need to call the courier nor send a case to TGO, as the courier gets a notification once the amount is added on Hurrier.

Cancellation Reasons

• We will STOP using (Non Food Vertical - Vendor Cancellation) reason, and we should follow the same process for food vertical cancellations.

Cooking Instructions - TMP

• New Article

Campaigns - Shield Orders

• Note: If the customer requested to raise a complaint or someone to contact him, send a case to Escalations.

General Rules

• If the customer is calling to follow up on an existing case, 

  1. Search on SF to check the other department's reply

  2. If there is no reply, send a reminder on the case and DON'T create a new one.

  3. If the case is closed, refer back to the TL (to check if there is a reply in the complaint management inbox & the RM tracker), if still no reply, TL is to send a reminder on the email, and ask the customer to wait for the normal SLA as per the case.

Compensation

• Wallet Vouchers applies on both Cash and Online order.

If there is no response from the customer; 

• We will take the action on the wallet voucher.

Vendor Special Agreements

Americana Egypt: 

• We send emails to this address (americanatalabat@gmail.com). 

Salesforce - Email Protocol

• DON'T change the case status; leave it as (waiting for response).

General Rules:

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

Compensation Process:

• Wallet Vouchers are available on talabat App only not on the website, we should inform the customer.

If there is no response from the customer; 

• If the order is online paid, we will take the action on TC. & if it's paid in cash, we will take the action on the wallet voucher.

Vendor Special Agreements

Americana Kuwait:
If the Customer contact us to follow up on his order and the order is within delivery time, Follow the below:

• Ask the customer to check his SMS inbox and he will find a message with the Live Tracking Link.

• If the customer couldn't find the message or the order exceeded the delivery time, call the restaurant.

Marketing Escalation Process:

• EGYPT: For first time users campaign; if the customer is complaining he/she can't redeem the code, check if he was an OTLOB user before or not, as he/she will not be considered as a new customer on talabat.

Restaurant Calls Trials:

• In case we should conduct 1 call trial, we should use the primary number only. 

When we should consider the trial as successful or failed

Successful Trials

• • Ringing call for 30 second.

  • IVR message.

  • Busy customer message or Busy tone.

  • The device is closed or Out of coverage area message.

Failed Trials

• • Silent call.

  • Error message (wrong/incomplete number).

  • The internal message “all circuits are busy now”.

  • Beep once tone.

  • Call dropped.

talabat Downtime:

• We are expecting 1 hour of full downtime due to a major system migration in (31st May 2021 at 5:30 am to 6:30 am) (Dubai time)

• FAQs and scripts are added.

Refund Follow-Up:

• New Article

Salesforce - Email Protocol:

• New Article

Contact Drivers

• • New Contact Drivers: 

1. Post-Delivery --> Food issue --> Food allergens - complain.

The food sent by restaurant caused allergy to the customer

2. Post-Delivery --> Food issue --> Foreign Object.

FOBI complaints

3. Across Journey --> Customer account --> Dine-in deals issue.

Dine-in deals issues, e.g. tlife

4. Across Journey --> Customer account --> Reward program issue.

NOT TO BE USED - Issue with other reward programs, if there's any "but not loyalty as it has it's own CCR"

• • Update on Contact Drivers:

1. Across Journey --> Payment issue --> Online payment issue

Incomplete orders, deducted twice or any issues related to online payment or can not apply mixed payment using Talabat credit and his credit card at the same time, (NO cases sent to Refund & Validation)

2. Across Journey --> Information request --> Follow up on existing case.

Incomplete orders, deducted twice or any issues related to online payment, (Case has been raised to Refund & Validation, whether they resolved the case or not).

Compensation Process:

• For all countries,  if the customer paid in cash, we should ask him/her if they want to get the compensation on Talabat Credit (for Online orders only) OR as Wallet Voucher (applies only on cash orders).

• Compensation amounts per country has been added, so when you send the case to OSU, you should mention the amount.

General Rules:

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

GEM Cases:

• New Article.

Pre-Order Kitopi Restaurant Late order:

• We don't send the case to Follow-Up team.

Mobile Verification Code:

• We can't verify International numbers, that are out of our 9 countries served by talabat.

Declined Orders - MP:

• New Article.

Cancellation Reasons - GO:

• Clarified some reasons and removed the reasons that are not existing on Hurrier.

Iraq Prefix:

• If the number starts with 75 it's a mobile number so we add 700

• If it starts with 6 and it's a landline we add 70

Refund Process, Partial Refund Process & Compensation

• We don't have to mention the expiry duration (validity period) to the customer as they get an SMS and it shows on the app.

Queues SLA:

• Escalation SLA is 1 hour instead of 30 mins.

Egypt Compensation

For Egypt ONLY:

• If the customer paid in cash, we will compensate him/her on their voucher wallet:

• This applies only for Egypt and for Cash Orders ONLY.

• If the customer paid online, we will compensate him/her on their Talabat Credit.

Shahid Campaign:

• All the eligible customers for Shahid subscription will get their voucher on 15th of May.

"Do not send the case to the Escalations nor Refund & Validation teams".

Incomplete KNET Orders:

For 20th April ONLY: Any deducted order will be refunded automatically within 1 working day.

Do not send any case regarding KNET incomplete orders for the below Qs:

• Refund & validation.

• Escalation Team.

Use the below scripts for only the 20th of April. 2021 incomplete orders :

• Dear valuable customer, we are having some updates in Knet payment so regarding this order our Financial team will check it and if it was deducted will be refunded within 1 working day.

• عميلنا العزيز نحيط سيادتكم علماً بأننا نواجه بعض التحديثات بخصوص عملية الدفع كي نت وسيقوم القسم المختص بالحسابات بإرجاع المبلغ خلال يوم عمل فى

Curfew Times

• The 13th of April will NOT be Ramadan in Oman, therefore, their operating timings for this day is from 7:00 pm to 7:00 am.

• Starting from the 14th of April, they will begin with the Ramadan curfew from 7:00 pm - 11:00 am.

Compensation Process

In all countries:  Offer/Apply the minimum amount showed in BOA only for all cases.

Technical Issue (Web/App)

There is an issue now for some of the Android users, from Google side, as all the Apps crash and stop working.

Script:

We are sorry to hear that.

Currently there is an issue from Google side for some of the Android users, please rest assured that system reliability is a top priority at Google, and they are making continuous improvements to make their systems better.

Yet, they advised to stop your apps from crashing on mobile, update both Google Chrome and Android System WebView on the Google Play app store.

نحن اسفون لسماع ذلك.

حاليا يوجد عطل فني من ناحية جوجل لبعض مستخدمي الاندرويد، و لكن اطمئن، جوجل تعمل علي حل ذلك العطل كأولويه لديهم و هم يقومون بعمل متواصل لتحسين خدماتهم.

و مع ذلك، هم ينصحون بانهم لمنع تطبيقاتك من التعطل على الجوال، يجب تحديث برنامج Google Chrome  و Android System WebView من علي تطبيق Google Play app store.