| 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 |
| 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 |
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