Marketplace Restaurant Disputes SOP: Disputes Checks

Issue Type	Dispute Reason	Checks before responding
Out of Stock/Incorrectly Prepared/Cannot prepare order	Driver collected the order	- Check Map- driver was at the restaurant at all times after arrival - Branch Dashboard- Escalated note & Cat+30 - FIR button used - Failed at restaurant - If there is any form of evidence the restaurant can provide
	Food is ready button used	- FIR used - FIR used before driver arrival - FIR used before Branch delay escalation time
	Driver arrived after closing time	- Check if there was a capacity delay - Check the order accepted time and the time the store closed - Failed at restaurant
	Store was open	- Check as per the tracking on admin that the driver was marked at restaurant and was at the store at all times - Check that were was a driver assigned to the order
Missing Items/Missing Extra	Order packed properly	-Check to see Customer is not a abuser of the compensation process - Check if the package was sealed on Branch dashboard - Check if the customer complained that the bag was not sealed upon delivery
	Customer received extra	-Check to see Customer is not a abuser of the compensation process -Confirm that the extra was ordered -Confirm that image sent to the restaurant was of the item that was supposed to have the missing extra
	Requesting images of what was received
Food Quality	Quality checked before food was handed over	- No Checks can be complete - Check to see if the customer is an abuser of the compensation process
	No other complaints received about the item
	Image inconclusive	-Check to see Customer is not a abuser of the compensation process - Check if there are any additional images that were received from the customer that could be added to the complaint
	Recoup amount disagreement	- Check if the partial payment calculation is correct
	Provided a coupon via RSSP	-Check to see Customer is not a abuser of the compensation process - No checks can be complete
Not What I Ordered	Customer received what they ordered	- Check the menu description - Check if the images that the customer provided are different to menu description - Check images and description of the item on google - Check to see if the customer is an abuser of the compensation process
	Recoup amount incorrect	- Check if the partial payment calculation is correct
	Menu Error	- Check Zendesk to see if there are any menu change requests that were requested - Use Store name or email addresses to search
	Image inconclusive	-Check to see Customer is not a abuser of the compensation process - Check if there are any additional images that were received from the customer that could be added to the complaint
General	Recoup Process	- Check to see Customer is not a abuser of the compensation process - Check to see if the RS recouped following process
	Incorrect Amount	- Check if the partial payment calculation is correct
	Compensation Outside of Mr D Process	- No Checks can be complete
	Requested Collection Image	- Check if the collection image is clear
	Requested More Information	- No Checks can be complete
	Requested Image, Attached not opening	- No Checks can be complete