Quick Access Compensation Guide

Issue	Order Situation	Customer Compensation
Customer Service	Poor service	Coupon: R15 R35 R50
Customer Service	Poor service	Coupon: R15 R35 R50
App/Product	Payment taken & no delivery	Full refund AND Free delivery coupon
Marked Delivered not Received	Early POD	Free delivery coupon  ( Only for pushback )
	Early POD - 45 minutes or later	Provide a R50 coupon AND include the Customers driver tip in the coupon value
	MDNR	Full refund AND Free delivery coupon
Missing Main or Side	Collection image shows that the item was not sealed upon collection.	Refund for missing item only
Missing Drink	Customer complains that a drink is missing from their order.	Provide a coupon to the value of the missing item. IF Pushback Provide an additional free delivery coupon.
	Customer complains > 2  drinks are missing from their order.	Provide a coupon to the value of the missing items. AND Provide an additional free delivery coupon.
Incorrect Order Delivered	Customer receives the incorrect order	Full refund AND Free delivery coupon
Mishandled / Spilled Food	Partially damaged	Provide a 50% refund for the item that is partially damaged including the driver tip. AND Free delivery coupon
	Fully damaged	Full refund AND Free delivery coupon
Late / Delayed Order System Errors  Driver Vehicle Breakdown Driver Accident / Robbery	Less than 30 minutes late	Free delivery coupon
	More than 30 minutes late	Provide a R50 coupon AND include the Customers driver tip in the coupon value
	Failed/Cancelled	Full refund AND Free delivery coupon
Failed Collection	The Customers order has a Failed Collection status.	Failed Collection occurred less than 1 hour after the order was placed.  Provide a full refund into the Customers Credit Wallet. IF Customer pushes back on compensation, provide an additional free delivery coupon.  Failed Collection occurred 1 hour or more after the order was placed. Provide a full refund into the Customers Credit Wallet. Provide an additional free delivery coupon. Failed Collection occurred after 8pm. Provide a full refund into the Customers Credit Wallet. Provide an additional free delivery coupon.
Failed Delivery	The Customers order failed due to: Customer Not Present  Incorrectly placed order  Unable to accept delivery Incorrect address	Compensate the Customer for the Failed Delivery based off of the criteria they fall in:  FTB:  Provide a full refund into the Customers Credit Wallet.  1st Offence within 3 months:  Provide a full refund into the Customers Credit Wallet.  2nd Offence within 3 months: Provide 50% of the Customers order total  into their Credit Wallet. 3rd Offence within 3 months: No compensation is due to the Customer
Asking for a tip	Customer complained that the driver asked for a tip.	Free delivery coupon
Unprofessional & Rude	Customer complained the Driver was unprofessional/rude and the order was delivered.	Free delivery coupon
	Customer complained the Driver was unprofessional/rude and the order was failed/cancelled.	Full refund AND Free delivery coupon
No Change / Change Dispute	Customer complained that the Driver had no change or did not give the customer their change	Provide a coupon to the value of the dispute and round up to the nearest coupon value
Driver doesn’t have any Driver’s License Identification	The Customer/Restaurant complained that the driver did not have their driver licence and the order was delivered	Apology only
	The Customer/Restaurant complained that the driver did not have their driver licence and the order was failed/cancelled	Full refund AND Free delivery coupon
Not wearing branded uniform	The Customer/Restaurant complained that the driver did not have a hot bag or was not branded in the Takealot or Mr D uniform and the order was delivered	Apology only
	The Customer/Restaurant complained that the driver did not have a hot bag or was not branded in the Takealot or Mr D uniform and the order was failed/cancelled	Full refund AND Free delivery coupon