Failed Delivery: Customer Error Compensation

This section outlines the steps Agents are to take if a Customer is at fault for not accepting their delivery. 

*Ensure to filter the Customers Orders by Status to view how many Failed Deliveries and Cancelled orders the Customer has.

*THIS IS FOR CREDIT ORDERS ONLY - NO COMPENSATION TO BE GIVEN FOR CASH ORDERS

*1ST OFFENSE IS THE ORDER BEING FAILED DUE TO ANY ONE OF THE REASONS BELOW

#	Customer Error Type	Compensation	MOD Approval for Full compensation
1	Customer Not Present/unable to accept delivery/	If the order has failed due to the Customer not being present for delivery and the Driver has followed their SOP by activating driver chat then compensate the Customer as per the following:  FTB = Full compensation and educate  1st Offense = 50% Compensation only  2nd or more Offense = No compensation	MOD approval is required when:  Customer is not an FTB Or Customer has previous complaints Evidence of customer trying to cancel order due to own error and food prep could not be stopped
2	Incorrectly Placed Order/incorrect/manipulated delivery address	If the order has failed due to the Customer incorrectly placing the order then compensate the Customer as per the following:  FTB = Full compensation and educate  1st Offense = 50% Compensation only  2nd or more Offense = No compensation
3	Unable to Accept Delivery	If the order has failed due to the Customer not being able to accept delivery then compensate the Customer as per the following:  FTB = Full compensation and educate  1st Offense = 50% Compensation only  2nd or more Offense = No compensation
Provide the Customer with Full compensation for the failed delivery AND no MOD approval is required if: - Driver did not follow SOP - Issue has been or will be escalated to DC team for a driver complaint to be logged