Marketplace Restaurant Disputes SOP V 1.2

Overview

The purpose of the document is to provide the process that should be followed when restaurants query or dispute partial or no payments for orders accepted on Mr D. 

1. Restaurant Disputes 

2. Restaurant Disputes Process

3. TL Managing disputes

1. Restaurant Disputes

1.1 What is a Restaurant Dispute?

A restaurant dispute is when a partial or non payment notification was sent to the restaurant partner and the restaurant disputed the payment amendment or requested additional information. Responses to the payment amendments can be classified into the  two following categories:

• Disputed: Restaurant partner wants the the partial or non payment to be reversed or amended 
• Enquiry: Restaurant only wants additional information or understanding regarding the partial or non payment and is NOT requesting for the payment amendment to be changed.

 

1.2 Dispute Reasons

The below table describes the dispute and enquiry issues a restaurant can contact RS in relation to a partial or non payment notification. 

Issue Type	Dispute Reason	Description
Out of Stock/Incorrectly Prepared/Cannot prepare order	Driver collected the order	The restaurant partner advised the driver to collect the order.
	Food is ready button used	The restaurant partner used the food is ready button and the order failed after the food is ready button was clicked.
	Driver arrived after closing time	The restaurant partner prepared the food within the allocated time and the driver arrived late for collection after the closing time
	Store was open	The restaurant partner informs us that the food was prepared and store was open when the driver failed using the reason business closed
Missing Items/Missing Extra	Order packed properly	The restaurant partner informs us that all items were packed and order was checked.
	Customer received extra	The restaurant partner informs us that the extra was either packed in a separate container/packaging or that the extra is visible
	Requesting images of what was received	The restaurant partner is requesting images of the parts of the order that the customer received
Food Quality	Quality checked before food was handed over	The restaurant partner indicates that the quality of the food was checked before the order was handed over for collection
	No other complaints received about the item	The restaurant partner indicates that they have received no other quality complaints regarding the item. The restaurant partner indicates that they prepared the items multiple times and received no complaints
	Image inconclusive	The restaurant partner disputes the validity of the visible quality issue on the basis that the image is either not clear or does not reflect the issue sufficiently
	Recoup amount disagreement	The restaurant partner disagrees with the amount that was recouped for the item
	Provided a coupon via RSSP	The restaurant partner disputes on the basis that they already provided the customer with compensation via RSSP
Not What I Ordered	Customer received what they ordered	The restaurant partner disputes on the basis that the customer received the correct item according to the the menu description and image provided
	Menu Error	The restaurant disputes on the basis that the menu description on Mr D is incorrect and/or a request to change the menu was already submitted and not actioned by Mr D
	Driver collected the incorrect item	The restaurant disputes on the basis that the driver was at fault because he collected the incorrect order
	Inconclusive image	The restaurant partner disputes on the basis that the image provided does not clearly show that the customer received the incorrect item
	Recoup amount disagreement	The restaurant partner disagrees with the amount that was recouped for the item
Failed Deliveries	Order Not Returned to Store	Restaurant partner disputes the no payment for the order because the Shops order was not returned to the store  *NB (always pay store in full if they dispute)
General	Recoup Process	The restaurant partner is requesting detail as to how Mr D came to the decision to recoup or they are questioning the process that was used to determine the restaurant fault
	Incorrect Amount	The restaurant partner disagrees with the amount that was recouped for the item
	Compensation Outside of Mr D Process	The restaurant is disputing on the basis that they have already provided the customer with compensation. The customer came into the store or restaurant sent their own driver or restaurant provided their own form of compensation
	Requested Collection Image	The restaurant requested the collection image to confirm what the driver collected.
	Requested More Information	The restaurant is requesting more information because the recoup email did not have enough detail
	Requested Image, Attached not opening	The restaurant partner requests the image as the original attached image not opening on their end

2. Restaurant Disputes Process

1.	Receive contact from the restaurant  Restaurant responded via email Proceed to step 2 Restaurant calls to dispute recoup. Advise the restaurant to respond to the recoup ticket that was sent Provide the restaurant with ticket id as reference number When restaurant responds to the recoup ticket, proceed to step 2
2.	Investigate Query from the restaurant  Refer to the Disputes Checks Guide to determine whether a dispute is valid. Restaurant Enquiry Provide the restaurant with the relevant information related to their enquiry  Restaurant Dispute  Use the Dispute checks guideline to review the dispute and determine if the dispute is valid or not Use the dispute checks guideline to determine if the partial or non payment is valid
3.	Update Exception  If the dispute is valid, proceed to update the restaurant resolution of the exception.  Leave a note on admin indicating a change to the partial or non payment notification
4.	Write response to the restaurant If a response is an inquiry, include the information requested from the store.Do not CC the RL and AM in your response. If a response is an acknowledgement of the recoup. Do not CC the RL and AM in your response. If a response is a dispute is for any restaurant error, respond based on the outcome of your investigation. CC the RL and AM to ensure that they have visibility of the dispute
5.	Update Zendesk Ticket Select the relevant ticket classification in the ticket section Disputed* Disputed: Restaurant partner wants the the partial or non payment to be reversed or amended  Enquiry:  Restaurant only wants additional information or understanding regarding the complaint  Evidence provided: Yes: Restaurant did provide evidence  No: Restaurant did not provide evidence  Dispute Outcome Dispute- Full Payment: RS agent has reversed the partial or non payment and provided the restaurant partner with full payment for the order Dispute- Amend Payment: RS agent has changed the partial payment for the order Dispute- No Exception Update: RS agent has not made a change to the partial or non payment related to the order Submit Ticket As Solved

3. TL Managing disputes

1.

Dealing with Disputes unable to be handled by agents. Investigate the dispute If the restaurant disputes escalate to your TL, TL to determine if the issue should be escalated to the  AM using the RS to AM P1 Escalation SOP If you are unable to deal or resolve the dispute and an AM is required to mend the relationship with the restaurant, escalate the ticket to Norman Chaibva via Zendesk.